Confusing/Frustrating
Times on ticket change randomly, leads to confusion and anxiety. Haven’t had issue actually getting on train at time I originally booked on my computer. Went to make changes to an existing reservation and the seats were all blocked out.
The graphics and layout are great, unfortunately the functionality of the app is lacking at the moment.
Hopefully they get it figured out soonKingralph9
Poor functionality
Doesn’t work well. Where is my wife’s boarding pass? In My Trips, Ticket number says 2 passengers. When I click on it, it only shows my boarding pass as 1 of 1 passengers. Same ticket number, only 1 boarding pass. So the app is basically useless, and requires carrying paper boarding passes. Might as well delete it.54685446685436
The premium voyage
I’m using the Brightline between WPB and Miami since day 1, before the pandemic closing. But last Friday was the very first time using the premium class, and definitely is the best deal ever. Bigger chairs, complementary wine and beer and someday snacks including cakes and salads. I’m sure this is my new “ride” to Miami. Try the premium service for a real upscale experience.Moxal
The app has improved
I wrote a review back on Nov 8 detailing problems such as missing tickets, no coach number on the Apple Wallet ticket, and seats letters that didn't match what's on the trains. These issues have been fixed. The app still doesn't remember preferences (e.g., favorite seats or schedules), and I don't know if the parking problem is still there (I park elsewhere now) but it works better than before.BL Commuter
Brightline Shines
I recently took Brightline from Fort Lauderdale to Miami and I must say that I was overjoyed with the way the people responded. Everyone and I mean everyone in both the Ft Lauderdale station and the Miami station gets an A+ plus. If I could give you more I would. Everyone was so courteous and the train ride was excellent and I have never been more pleased.
I am so glad that you are back in service because I will certainly use brightline from now on out.
Kudos to every last one of you and thank you for a luxurious and wonderful ride.hermanogildo
Sad
Your app rarely works. Arriving to your train with 6 minutes to spare the booking was closed for the 948. It didn’t matter that your tech was down. Front desk said mam “you don’t understand”. I understood what she was saying, I don’t understand how there is no help when your tech platforms are not working, and people have to get to work. Front desk then said “there’s nothing I can do”. That is the opposite of service. There is always something we can do. Great service is: let’s find a solution. Here’s what I can do.
The train was on the platform, and guests were still being allowed in.
Your team could use guidance in deescalation when clients are desperate, and your app, has needed support since it launched.
And more departure times. Hope that is on the agenda for 2022.
Beautiful train. Wonderful people as long as nothing is going wrong. Every other ride has been lovely. Today was surprising and not what I expected from everything being so lovely since you opened until now.Mama D Jane
Great Service today!
took the 10:48 WP to MIA, the experience was great as always; however, today there was this one lady on board who made it extra special! Congrats to her and her great service.lcabanil85
Way too ma y tech issues
A huge fan of the Brightline but it’s plagued by text issues from the app to the training of its support team which is not open during its operating hours so there is no assistance after hours. As much as has been invested in their technology they can’t seem to get the customer experience part right. The food and beverage offerings continue to decline and the technology has gotten worse. I was a HUGE fan but I’m losing faith as they push their rates and provide a worse nor better experience for the customer.mattjonesatl
Trip to Heat Game
Took trip to Heat game from Fort Lauderdale. All employees were friendly and helpful and trip was on time. I made a reservation for a ride from arena to station and was advised by my ride to the arena they canceled trips from arena to train. No biggie and we walked. There was a group sitting behind us that was overly obnoxious and dropping f bombs the entire way back. The attendant kept reminding them there were kids on the train but they didn’t seem to care. My nine year old was reminded of some words he’s not allowed to repeat. I know security will only increase costs but you will lose some customers at certain times if this is the norm. I do want to repeat that all the staff was overly helpful and courteous which is not easy to find down here. This won’t keep us from going again. I rated a 3 since it was average trip on expectations with some needs for improvement. ThanksChoose my nickname
Stole my money
Says it all, I paid for tickets and they never gave them to me. When I tried reaching out to get a refund or the tickets I was entitled to they were unreachable and had their phone system set up to outright lie and say they were closed. The only way I was able to reach anyone was through a hidden phone number that my local sheriffs office provided me. When I called they lied and said they were not Brightline and had nothing to do with the train system even though their robotic teller clearly said they were Brightline. I tried reaching out through their chat system only to get a generic response that they were happy to help me and then ignored me completely afterwards. My emails were also all ignored. I tried reaching them through Facebook and twitter and had all my messages left on read and was never responded to. These people are fraudsters and crooks don’t buy your tickets online they will outright rob you without a hint of shame and your only recourse will be a lawsuit against them.drm9188
