Review Time
Bus passes require a physical card, which I obtained. I then purchased a 28-day pass online, but it never loaded onto the card. I reached out on the same day for help, but after multiple attempts, it's been 12 days with no pass or refund. Now my case is with the escalation team, with no timeline for resolution. I've spent over £80 for nothing and wasted a lot of time trying to recover my funds. Additionally, I've had to pay £5.90 daily for temporary passes. This situation feels unjust. If I took someone's money without delivering a service, I'd face serious consequences. The leadership should be held accountable.
I am extremely disappointed with the service provided. The app is inadequate, and the customer service contacts fail to address complaints effectively and promptly. Due to an app error, I was charged for a product that I never received, leaving me needing to buy additional daily tickets and wasting significant time trying to resolve the issue through a lengthy email process.
The customer service is lacking. I reported a lost card five days ago, yet no one has reached out to assist. My card remains blocked, and the days left on my lost card haven't been transferred. This is simply unacceptable and the service is the worst I've encountered.
This has been the worst website and app experience I’ve ever had. My son needed a 7-day card for college. I tried to buy it as instructed but needed a smart card. After waiting a week for the card to arrive, I found out it was linked to his account. However, it didn't show up in the app, and I couldn't purchase the ticket. It's frustrating to see young people being taken advantage of and forced to pay extra.
I was charged twice for a travel pass while using the app, and after complaining, I requested a refund. They offered to credit my account for another pass, but I’m not inclined to use their services again. They claim I purchased two passes within a minute. I reached out to the bank, and since the transaction was pending, it could have been canceled. However, they refused, and the only contact method is email. The provided phone number is unrelated to refunds. I would think carefully before using the app.
If there were an option for zero stars, I would select it. I faced issues syncing my card after payment, and no one is assisting; they just close my complaints. It's frustrating that I can’t travel, and the refund won’t return to my account for ten days. The only way to buy a monthly ticket is to walk an hour to the interchange. It seems their focus is more on social media than on helping customers. Disappointing.
I want to express my dissatisfaction with the experience I had on 16/10/2024. I bought a day trip ticket via the app but forgot my travel card. When I explained this to the bus driver, he was unaware of the card's relevance. It's perplexing that, despite having an app-based ticketing system, passengers still need a physical card. To complicate matters, the driver charged me incorrectly for a different ticket. I contacted customer service to request a date change for the unused token, but the agent was unhelpful and insisted it couldn't be done. As someone experienced in customer service, I was surprised by the lack of willingness to find a solution. This reflects poorly on the company's commitment to customer satisfaction. Additionally, I emailed on 10/07/2024 regarding the wrong charge and have yet to receive a response. The lack of follow-up is unacceptable. This experience has left me very dissatisfied, and I urge your team to take this feedback seriously. Improvements are necessary in both product and customer service. Without loyal customers, the company cannot thrive. I regret having to write this complaint, but I believe it's important for you to hear the customer's perspective. I hope you will take immediate action to address these issues.
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TravelMaster is a multi-operator ticketing company providing tickets which allow travel on any bus, any tram, any train, anywhere in South Yorkshire.
TravelMaster's products include the CityBus, CityWide, BConnect, DConnect, RConnect, SYConnect and SYConnect+. Discounts are available for passengers aged 18-22 with the 18-22 Discount Card.
TravelMaster is independent of any single operator and are not part of any public sector body.See more
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