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
La empresa ha respondido
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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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Very bad experience
Very bad experience, I tried to buy a monthly buspass and there was an error on the payment page then money was deducted from my account without receiving my ticket and until now I didn’t receive refund.
Because of that I should pay again for travelling every day.
9 de febrero de 2024
Opinión espontánea
Respuesta de TravelMaster
We are sorry you had a bad experience with our systems. I am glad we managed to sort you out the payment issue. It does look like the bank had not cancelled the pending transaction against your account so it looked like money was taken for the pass.
In cases of pending transactions money doesn't reach TravelMaster but does appear to show deducted in your account and we understand can affect your balance. We do have safeguards in place to stop this happening but occasionally as with all systems there is the odd exception. We are sorry for the inconvenience this caused you.
Thank you for the quick response and…
Thank you for the quick response and help. I am very happy with service that you provide.
7 de febrero de 2024
Opinión espontánea
Respuesta de TravelMaster
Thanks for taking the time to leave us a 5 star review ❤
Very good customer service and got back…
Very good customer service and got back to me with a result very fast
5 de febrero de 2024
Opinión espontánea
Respuesta de TravelMaster
Thanks for taking the time to leave us a review :) We appreciate the 5 stars!
I ordered a wrong bus pass my fault
I ordered a wrong bus pass my fault, but when I called to get it changed they had a staff shortage and weren’t taking calls and this went on for 3 or 4 days. Emailed and got help eventually with a account credit so I could buy the correct one.
So received a good service apart from how long it took.
16 de enero de 2024
Opinión espontánea
Respuesta de TravelMaster
Thanks for taking the time to leave a response. Sorry we have been a bit slower at responding to queries lately but we are working on additional agents and resilience plans to improve this moving forward.
I am glad we managed to get you sorted out with credit.
Prices are too high for student public…
Prices are too high for student public transport!!!
15 de enero de 2024
Opinión espontánea
Respuesta de TravelMaster
Hi Alison, we don't offer student discounts but we do offer an age discount. For ages 18-22 you can save 15% off all our 1, 7 and 28-Day standard tickets. You can find more information on our website: www.sytravelmaster.com/18-22discountcard
Got back to me in good time and sorted…
Got back to me in good time and sorted my query
Thank you
19 de enero de 2024
Opinión espontánea
Respuesta de TravelMaster
Thanks for the 5 stars! We're happy to hear we got this successfully sorted for you. If there's anything else we can help with just get in touch.
What a brilliant service following a lost travel pass
What a brilliant service. My daughter lost her bus pass and having purchased another Travelmaster very quickly and efficiently froze the lost one and credited the new card with the remaining days travel from the lost card. Excellent service. Thank you x
12 de enero de 2024
Opinión espontánea
Respuesta de TravelMaster
Thanks for the 5 stars! We're happy to hear we got this successfully sorted for you. If there's anything else we can help with just get in touch.
Very responsive
Contacted via email with a top up enquiry. Response the following day and sorted out successfully.
Great service. Thank you!!
29 de diciembre de 2023
Opinión espontánea
Respuesta de TravelMaster
Thanks for the 5 stars! We're happy to hear we got this successfully sorted for you. If there's anything else we can help with, we'd be happy to help
Unloaded bus tickets
Had 2 weekly bus passes not loaded onto by daughters 16 - 18 zoom pass because it was an old pass and not her new one and had to pay for 2 new ones so asked for a refund on the 2 unloaded tickets gave them the ticket numbers dates and the card numbers still waiting for the refund and a response
23 de noviembre de 2023
Opinión espontánea
Respuesta de TravelMaster
Hi Julie, it seems your refund codes haven't been received so I've resent this email to you. Please check your spam, junk, and other email folders as it can sometimes be sent there. If you experience any other problems please don't hesitate to get in touch by phone or email.
After smart card broke
After smart card broke, customer services were brilliant and sorted out transfer of ticket etc. quick, efficient, polite and helpful team.
28 de noviembre de 2023
Opinión espontánea
Respuesta de TravelMaster
Thanks for the review, Caroline! It's lovely to hear such great feedback.
great customer service
i had an issue with my smart card so i contacted their customer service and they were super helpful and polite as well as informative. so great!
23 de noviembre de 2023
Opinión espontánea
The app is not much good if you have an…
The app is not much good if you have an older android phone and cannot download the app.
29 de octubre de 2023
Opinión espontánea
Respuesta de TravelMaster
Sorry you are unable to download the App. The App is used to buy and load tickets to smartcards so we can electronically accept tickets, speed up journey times and make sure the right operator gets paid for your journeys. This means your phone must have NFC capability to use the App at the moment.
As more ticket machines on buses get smarter we may be able to roll out different ways for your ticket to be validated but for now we need to load tickets to smartcards.
We still have other ways to buy tickets including from our website, ticket machines in Interchanges and Payzone shops throughout South Yorkshire.
Keep up the good work TravelMaster
TravelMaster have always been super responsive in resolving my public transport issues - it feels like a very personal service.
9 de octubre de 2023
Opinión espontánea
Respuesta de TravelMaster
Thanks for taking the time to write us a review David.
I tried to contact with emails and…
Yes Case Ref: TM-CC-24866
28 de septiembre de 2023
Opinión espontánea
Respuesta de TravelMaster
Hi Becky sorry to hear you have been having issues getting in touch. We have been receiving a large number of calls recently so apologies for the delay. If you can provide your support case reference number (which starts TM) I can ask someone to get in touch with you.
Product not loaded to travelcard
On Sudnay 1 October 2023 purchased SY Connect+ 28day but due to an in app issue payment was taken but product not supplied to start on 2 October 2023, no response on twitter/x, phone line constantly says no one available and to leave a message and have had to email them also, if this ticket is not loaded before need to leave for work on 3/10/23 around 6am I will not be able to go to work until issue is resolved as not paying up to £6 for the 3 busses will need to get on that date, get more staff on the phonelines, this is ridiculous, taking payment without supplying product is surely theft/fraud
1 de octubre de 2023
Opinión espontánea
Respuesta de TravelMaster
Sorry to hear you have been having problems getting in touch and with your purchase. I understand one of our customer service team has spoken to you regarding the original system fault and we are working to a resolution with you.
We are working with partners to have more staff on phonelines and will provide more data about this in future.
Prompt and thorough response
Prompt and thorough response from Customer Services. I sent an online complaint about how to upload money to the smartcard (because I couldn’t find this on their website!)
29 de mayo de 2023
Opinión espontánea
Stephen was so helpful in every way he…
Stephen was so helpful in every way he explained everything well made sure we got the right things and was very prompt
17 de mayo de 2023
Opinión espontánea
Respuesta de TravelMaster
Hi Margaret, Thanks for the lovely review. We'll let Stephen know you mentioned him.
Had a problem with an Annual City Wide…
Had a problem with an Annual City Wide purchase.
Reported same.
Within 24 hours had received a call back from the team; a solution to the problem and customer service which was 100% over and above expectations.
Well done and a special thank you to Steven.
11 de mayo de 2023
Opinión espontánea
Respuesta de TravelMaster
Hi Irene, thank you for taking the time to leave a review. We're glad we could get your issue fixed. Any problems in the future please get in touch.
Stephen
Travel card application query
Responded to my query within the hour and gave dates as reference advising to contact again if not received in 7 days.
27 de abril de 2023
Opinión espontánea
Respuesta de TravelMaster
Glad we were able to help :)
Had a problem with the App
Had a problem with the App. Contacted by phone and email. Received a call back shortly afterwards. The advice resolved the issue. Prompt, friendly and helpful support.
5 de abril de 2023
Opinión espontánea
Respuesta de TravelMaster
Thanks for taking the time to leave a review. Glad the team was able to help!
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