The original Brightline app was mediocre, however, the update has made the app almost unusable.
After the initial update, I was unable to use the Brightline credit on my app to purchase a train pass. After calling their customer support team, the representative charged my credit card (rather than applying the Brightline credit). In an attempt to reverse the credit charge, they then double charge my credit card - totaling an additional $400 charge.
In an attempt to resolve the issue, I called the customer support line. During this call, the representative advised that they were unable to support at their level, and that needed to open a ticket online.
I opened a ticket online and over the course of months had to send multiple follow up emails as their customer service was largely unresponsive.
Despite this ticket being open and escalated months ago, the customer support team has still failed to resolve this issue.
In person, the Brightline trains have been an overall enjoyable experience, however, I am extremely pointed with that untimely and disorganized response received from their customer support team, as well as Brightline’s inability to resolve this issue.
I purchased a round trip ticket and after that I created an account with the same email. Unfortunately my round trip ticket is not shown in my account. I can find it through the app by using the ticket number I received in my email, but I cannot add the trip to the “My Trips” section in my account. Thus, every time I want to check my tickets, I have to go to my email, copy the ticket number and find it in my account. Poor user experience.
Try to add a booking , shows the reservation , try to change seat assignments, when have the Confirm button, it doesn’t do anything!!!!
Beware, if you book parking and/or a ride to or from the stations , sometimes it works, and sometimes it doesn’t. Today I could not get into or out of the garage. Thankfully I allowed extra time, and the attendant was there and was able to help. The app also did not book my requested Uber ride in Miami. When I went to the customer service desk, the first customer service attendant referred me to a second person but I had to wait in a line and by the time she was able to help, I was late for my appointment. This has happened twice before, so there is obviously a problem that needs to be corrected. Otherwise, I was able to book trains and change my assigned seat, which was good.
Developer Response
Thanks for your 4 star review GracelynT! We've refactored a lot of our parking code, and hope that your parking experience will be smoother next time. Thank you for your continued ridership and support.For the past month been getting "Oops Connection Error" on the pay screen and then have to go to the website to book. Not cool. Fix it.
Keeps going blank or saying there is an error any time I try to make edits or modifications to a trip. Pretty much a useless app.
You advertise the ability to make changes to a trip at no cost, but the app doesn’t not work. It could not find my existing trip, so no change could be made. Same issue with the website app. In addition, when calling for support I was on hold for 30 minutes and couldn’t get anyone to respond. Very disappointing!
Booked my first trip online on my pc from Orlando to Miami, then circumstances required me to change my booking which you can only do in the app. So downloaded the app, entered my trip details and hit modify return and all I get is oops sorry there is a connection error. Retry. Tried closing and reopening, no luck. Kept trying on and off for 30 minutes or so. And each time I reopen the app it says I don’t have any existing bookings despite entering it in each time. Even deleted the app and reinstalled but still comes up with same error. In the end I had to use their chat line to make the change. So for me the app is useless.
The service on these trains is getting worse. Trains now are slower, and delays are common. The staff training is very poor, especially the staff in the terminals. The trains are rowdy on the weekends and at night, alot of drunk people and not a great experience. When Brightline began, it was great. Now, is like taking a broken bus, with all the noise that goes along with that.
The app is not working at all even though the train as already working. I bought a ticket on the website and the app cannot even open my trip/ticket. There is no function in that. Fix the app because it is one of the reasons I need this train for - convenience
mnsnsjeiensnshenendhjrjejei
Carlitos Peru
Alkusa
GracelynT
MuchNeededApp
Kelky07
G590T
richbam
Christopher P11
Eva1161716
