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
