Very poor customer service can’t call them to solve my lost card which had my 28 day all bus and tram wasted for 1 week and still no response
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Consulta las opiniones de los clientes
If zero stars was an option I'd do it Problems syncing card after payment a.d no one will help they simply close down the complaint. Its tough if it means you can't Travel Refund that won'... Ver más
La empresa ha respondido
No consideration just a PROFIT MAKING ORGANISATION. Issued with a travel pass that was 6 days rather than 7. Here I was issued with a complimentary pass (day) to compensate the shortfall. Only to have... Ver más
La empresa ha respondido
Sent emails, no replies, tried to call numerous times, no reply not taking calls due to staff shortages..... sorry, but that doesn't help the customer, had people emailing me annoyed cause nothing was... Ver más
Información sobre la empresa
Escrito por la empresa
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.
Información de contacto
11 Broad Street West, S1 2BQ, Sheffield, Reino Unido
- 0800 952 0002
- enquiries@sytravelmaster.com
- sytravelmaster.com
2,2
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67 opiniones
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It is fast and reliable
7 de junio de 2024
Opinión espontánea
Slightly slow initial response, but excellent service
Although the initial response to my email to customer support was outside the advertised response time (4 days instead of 2), the actual service was excellent. My smartcard stopped working half way through a day. Customer service said to get a new card. Once I'd got this and notified them of the new card details, they transferred the balance of my existing ticket as well as extending the end date to make up for the lost days within 20 minutes.
22 de mayo de 2024
Opinión espontánea
Respuesta de TravelMaster
Thanks for taking the time to give us a review Jen. Apologies for the initial slow response, there have been times recently whereby we have been dealing with a higher than usual number of tickets.
I'm glad we were able to sort your ticket within a timely manner once you had your new smartcard.
Very poor customer service
Very poor customer service, takes ages to reply to any emails, the phone numbers do not work are not answered and I got cut off all the time. Had to go through Facebook just to put a ticket in .. you need to put dedicated customer service team in place that can answer questions etc and help , and sort out the phones so that at least someone answer then. I have trying to sort out an issue with smart card not syncing so I could travel to an interview and I was charged 3 times.
29 de abril de 2024
Opinión espontánea
Respuesta de TravelMaster
Sorry you experienced difficulties getting in touch with us Lynn. We are working on an improved customer service offering which will provide more telephone cover and greater resilience. We do have dedicated customer service personnel at present but when we get large numbers of customers contacting at once it can take a little while to get back to people in some cases. We try to prioritise different channels and older tickets across our team.
If you were unable to sort out your overcharge please feel free to respond with your ticket reference and I can look into this for you. With many instances of multiple charges any unsuccessful pending transactions are automatically cancelled within an hour. Depending on your bank it may take longer for the pending transaction to disappear on your account.
I had to delete my account can't…
I had to delete my account can't purchase tickets on it and customer service weren't helpful very disappointed it was nice to not have to have get cash out for a weekly pass and make savings on costs but hasn't worked for days and I'm not sure that customer service actually read the emails they're replying to as they kept telling me to use Google or apple pay but never heard me advising I was not getting any other payment options.
10 de mayo de 2024
Opinión espontánea
Respuesta de TravelMaster
Sorry to hear you have been having issues with the app. There has been an update recently as we have had to move to a new merchant.
If you can let me know your customer service reference I can get someone to have a look at your issue for you.
Respuesta de TravelMaster
Thanks for taking the time to write us a review 🤩
Amazing customer service
Amazing customer service. Always resolve my issues.
17 de abril de 2024
Opinión espontánea
Respuesta de TravelMaster
Glad we were able to help. Thanks for the review 🤩
Really great customer service
Really great customer service, so helpful and nice and sorted out the problem Really quickly!
16 de abril de 2024
Opinión espontánea
Respuesta de TravelMaster
Thanks so much, we really appreciate your feedback 🌟
Excellent customer service
Query was resolved promptly and in a friendly manner
3 de abril de 2024
Opinión espontánea
Respuesta de TravelMaster
Glad we were able to help your your query 🌟
Amazing Customer Service
Customer Service was great, had error with ticket purchase and it was resolved speedily with good reception.
3 de abril de 2024
Opinión espontánea
Respuesta de TravelMaster
We understand errors do happen from time to time and we are always happy to help. Thanks for the amazing review 🤩
Satisfaction
Honest and helpful. I am pleased with the customer service.
15 de febrero de 2024
Opinión espontánea
Respuesta de TravelMaster
Super happy we were able to help you. Thanks for taking the time to write a review 🤩
Horrible customer service!!!! NEED MY REFUND!
Lost my card since the 4th of march, 2024 with a full 28day ticket on it valid from the 4th of march.
I sent an email for card to be blocked and a new card to be sent, I got a response that I need to pay for a new card then ticket can be transferred. I have paid for a new card yet no card has been received since the 5th of march.
I have since been paying for my travels with my money hence losing more money. I have requested for a refund for my money on 28 day ticket as this was used only once but no response.
The customer service is terrible, I have called but not reachable by calls, reached out on Facebook, more than 4 emails sent requesting for my refund with proofs, still no response.
I want my refund as I have been paying for my travel daily and can not lose my money on my 28day ticket.
4 de marzo de 2024
Opinión espontánea
Respuesta de TravelMaster
Sorry you had issues getting customer service. I believe your issue was all resolved for you. When you had your issue we did have a staff shortage so were taking a bit longer to get back to people than we would like.
We are working on plans to increase our resilience and apologise you have been affected by this.
You'll never lose money on a 28 day ticket as we will transfer your remaining days to a new card. However, we cannot take responsibility for lost cards and do try to keep the cost of replacement cards down to a minimum.
Lost my card, quickly rectified by customer service
Lost my card for the second time, emailed customer service who very quickly transferred the remaining days of my lost pass onto my new card
17 de marzo de 2024
Opinión espontánea
Respuesta de TravelMaster
Thanks so much, we really appreciate your feedback 🌟
Great service
Customer service were great, resolved my issue on time and happy with the services I got.
However, email is the best and easy way of getting your problems sorted.
15 de marzo de 2024
Opinión espontánea
Respuesta de TravelMaster
Thanks so much, we really appreciate your feedback 🌟
email and Facebook messenger are best for getting in touch for transferring tickets to other cards and refunds as we do need proof of purchase. We do have agents available on the phone for other enquiries too.
No consideration just a PROFIT MAKING…
No consideration just a PROFIT MAKING ORGANISATION. Issued with a travel pass that was 6 days rather than 7. Here I was issued with a complimentary pass (day) to compensate the shortfall. Only to have an "expiry date" upon it. N yes you guessed there not bothered!!!! Money grabbing corrupt company!!!!
14 de marzo de 2024
Opinión espontánea
Respuesta de TravelMaster
Sorry to hear you have had an issue with an expired coupon following a system error. Where we are made aware of system errors we will always try to ensure that you can get the full validity of your ticket. All our coupons require an expiry date and we do try and be fair in how far we set these in the future.
If you send an email to help@sytravelmaster.com then I am happy to get someone to extend the expiry date of any unused coupon.
NO REPLIES!
Sent emails, no replies, tried to call numerous times, no reply not taking calls due to staff shortages..... sorry, but that doesn't help the customer, had people emailing me annoyed cause nothing was been sorted, bad customer service.
4 de marzo de 2024
Opinión espontánea
Great customer service
Very happy with the support I received. Great and helpful customer service!
13 de marzo de 2024
Opinión espontánea
Respuesta de TravelMaster
Thanks for taking the time to write us a review!
An empathetic approach to resolving my…
An empathetic approach to resolving my issues despite the obvious limitations of relying on a third party for resolution.
12 de marzo de 2024
Opinión espontánea
Why have you replied to my review but not my 10+ emails?? You've took my money!
Why is it that you can reply to a review but not my emails (10+) and everytime I call you which is at least three times a day, it's saying the same thing... that you're not offering a telephone service due to staff shortage. BUT YOU CAN REPLY TO MY REVIEW??. So seen as this is the only way you're getting back to me, we'll have a conversation through trust pilot. So... WHEN ARE YOU GIVING ME MY MONEY BACK?? or putting my 28 day rider on my Stagecoach card
7 de marzo de 2024
Opinión espontánea
Respuesta de TravelMaster
Sorry to hear there have been some issues with communications.
From one of your emails which came from one of your email accounts, I can see that one of our customer service advisors sent a response on the same day. In addition, I can see that there has been some further discussions and merging of your multiple emails from your other account with another customer service advisor.
I apologise that one of our partners gave you some incorrect advice at an interchange. As our advisor notified you, your ticket is not a TravelMaster ticket, it is a tram only ticket bought at a ticket vending machine operated by Travel South Yorkshire. Therefore we do not have your money or the ability to add this ticket to your card. To do this we recommend you contact Travel South Yorkshire (https://www.travelsouthyorkshire.com/en-gb/contact).
We do have plans which are moving towards delivery to both increase customer service representatives and join services better with Travel South Yorkshire. Whilst communications have failed you on this occasion, please be assured we are looking to improve this in the near future.
The new app is very convenient to use…
The new app is very convenient to use and has made getting tickets easy to do. However it did take about 8days to get a response on advice for a lost active card.
5 de marzo de 2024
Opinión espontánea
Respuesta de TravelMaster
Thanks for the 5 stars 🤩 we are glad the app is easy to use. Please keep an eye out for ways in which are making it even easier.
Sorry to had a bad experience in regards to our customer service. We've been taking a little while lately to get back to people due to staffing issues but we are now back on track and getting through the backlog.
Poor company with poor communication…
Poor company with poor communication skills ,
Very slow to reply and you never know what to expect , waiting time is usually after 5 days even though they say within it never is , I've had a lot of issues with buying online not usually my fault ,you never know what they will do either it's not always plain sailing with refunds they sometimes offer vouchers instead or decline refunds if the ticket you purchased has started , when you contact them , this is when they should reply! I find them hard to communicate with and also I find that the app has issues where it jumps to the previous month worst I've ever come across and customer services are appallingly bad and all other other ways of purchases the same , back to cash on the bus , .
24 de febrero de 2024
Opinión espontánea
Respuesta de TravelMaster
Sorry you have experienced issues when contacting us.
We have had a large influx of customer service requests recently and lower staffing levels. We are now back on track with staffing in the team and making our way through the backlog so may still take some time for responses. However, we are getting back towards the timescales on our Customer Charter.
If you are able to send us some screenshots of the app jumping to previous months that would be appreciated - it's not something which we have had reported elsewhere.
Our policy is always voucher or resending a ticket for collection first (if we don't get back to you on the day of contact we provide tickets for when you first contact us). If your ticket has already started we do not provide refunds for any previous used or unused travel. What we do offer though if a refund is not applicable is to move the remaining travel from the day you contact us to a new ticket.
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