One of the accounts that uploaded the passenger complaint video is @videobusindonesia_. In the video, several people with some belongings can be seen standing on the sidewalk. The passenger claimed to have taken the Sinar Jaya bus from Cibitung, Bekasi, West Java, to Praciwantoro Terminal, Wionogiri, Central Java.

"In the ticket towards Pracimantoro, but we were instead dropped off in Ngadirojo, they said the track is towards Baturetno, so it doesn't go to Pracimantoro," said the man recording the video. On the ticket shown by the man, their destination is indeed stated as Pracimantoro. The ticket also shows a fare of Rp255,000."

"Not only about the destination, the man also complained about the long departure time of the bus. He claimed that he had to wait for hours to depart. The ticket stated that the departure time was at four o'clock in the afternoon. \u201cI've been waiting for a long time at kilometer 19A, waiting for a long time from four o'clock and only departed at seven o'clock. Now, I arrived here but was dropped off here, not in accordance with Pracimantoro terminal,\u201d said the man."

The man asked the manager of PO Sinar Jaya to make improvements. Because the service he received did not match the ticket. "Because it's still far from here," the man said firmly. PO Sinar Jaya responded to the complaint from the passenger named Mardiansyah. Through their official Instagram account, the manager of PO Sinar Jaya mentioned that this issue occurred with Mardiansyah's family and several other passengers. The incident happened on December 29, 2023.

"Management of PO Sinar Jaya admits to have contacted the passengers to request the chronology information and convey an apology. 'The apology was made through WhatsApp and directly to the person at their home,' said the statement from PO Sinar Jaya."