Unprofessional Service, Wrong Destination, No Accountability

On September 11, 2025, I purchased a bus ticket with Metro Turizm through Enuygun for the route Ayvalık → Mustafakemalpaşa (PNR: YKOXQF4, Price: ₺780). The driver failed to check the passenger list and took the wrong route, dropping me at Bursa Bus Terminal instead of Mustafakemalpaşa. I noticed the mistake after Susurluk and informed the attendant. Although they admitted I was right, they refused to correct the route with the excuse that “other passengers might complain,” even though the bus was almost empty. At Bursa, staff behaved unprofessionally, collected money among themselves, and issued me a new ticket while even saying “consider it my charity.” When I called customer service, they refused a refund. I explained I live abroad, but they told me “we cannot call international numbers.” Enuygun also denied responsibility. As a result, I lost more than 4 hours of my time, suffered unnecessary stress, and paid for a service that was never properly delivered. I expect a full refund of ₺780, an official apology, and assurance that such negligence will not be repeated. If not resolved, I will escalate this to the Consumer Arbitration Committee and Consumer Court.