We did Penang - Tanah Rata.
The bus was slightly delayed but everything was clearly labelled on big screens. The terminal is a huge hub with toilets, restaurants, exchange office and ticket counters. We had to show our online ticket at the ticket counter and got a paper ticket to scan and board. A staff member announced the next buses in the waiting area. The bus wad comfy, not too cold, with USB ports and good wifi on board. We had one short toilet stop but only because someone asked for it. We arrived on time.