Bernina Express Bus Ticket from Lugano or Tirano without Seat Reservation

Dear Sir or Madam I am extremely disappointed and surprised that the booking through your platform did not work as expected. These days, it should be technically straightforward to offer a ticket booking system that works, allowing customers to book their chosen tickets, including seat reservations, simply and reliably. I find it particularly unacceptable that additional charges, especially the seat reservation fee, are not clearly disclosed from the outset. Customers must be able to see these costs clearly before completing their booking; they should not appear only in the small print. It also raises the question of what would have happened if the bus had already been fully booked when we arrived. We would then have travelled all the way to Lugano for nothing. It is also unclear how a refund for the ticket already paid for would be handled in such a situation, especially as it appears to be valid only for that particular journey. I cannot understand why a service fee is charged on top of everything else for such an unreliable and insufficiently transparent platform. I expect a professional provider to offer a booking platform that works, show all costs transparently before the purchase is completed, and provide binding confirmation of the reservation. Please respond to these points and explain how you intend to resolve the problems that have arisen.

The driver was really friendly and shared fascinating details about the landscapes and buildings. The audio guide was great.