METRO Trip Breakdown, Delay And Passenger Issues

On Metro Turizm’s November 16 Istanbul–Düzce trip, the bus with plate number 34 ELE 325 broke down at 17:50 right after leaving Samandıra Bus Terminal. Passengers were taken back into the terminal and told that the journey would continue with another bus, yet we were kept waiting for about two hours without any announcements or proper updates. There was no one to talk to or get information from. My ticket/PNR number is 345273, and my seat number was 8; I was traveling alone. When I called customer service, I was kept on hold for a long time, my calls were not answered, and no solution was provided. As of now, the trip has still not been resumed. Due to the long wait and the inconvenience caused, I request a full refund of my ticket and compensation such as a voucher for the delays and losses I experienced. I also expect an explanation regarding the communication failure on this trip and for the necessary disciplinary and operational improvements to be made.