METRO Tourism Left Without Picking Me Up Despite the Ticket

I bought a ticket for the Salihli-Ankara journey on Metro Turizm dated 25.11.2024 with a departure time of 22.30. When I bought the ticket, the time was 22.15 and I asked the Salihli Office attendant whether the vehicle would arrive on time. The attendant called the vehicle driver and told him that depending on the location of the vehicle, it would arrive at least 25 minutes later. He said it would arrive later and in at least 10 minutes. He said there was a delay. I was a little uncomfortable and because I needed to go to the restroom, I bought the ticket relying on the statement of the office attendant and went to the restroom. When I came to the office at 22.37, I learned that the vehicle left without picking me up, without waiting even 1 minute, and without calling. Can such a thing happen? Neither the vehicle driver nor the office staff are aware of my existence. Who should we trust and buy a ticket from you from now on? I am an academic and I travel in the Ankara-Salihli direction every week. This is the first time I have encountered such a situation. Neither the customer service staff nor the office staff produced a solution to eliminate my victimization. I complain about this situation. My money should have been refunded or I should have been given an open ticket. The phrase "Metro Turizm is a regret" in complaint requests is not in vain. I hope that a sane official who cares about institutionalism will resolve this grievance and surprise me. I hope so.