The app doesn’t link to the shuttle updates. It inexplicably loses your trip info. No accessible customer support. Horrible.
Developer Response
Thanks for your feedback, CK. We don't have shuttle info integrated with the app - yet. But you can view all live Shuttles to and from the stations here: https://live.goswift.ly/brightline-fl-usDoes this update seem better because the old app was so terrible? Yes. Is this new version of the app actually pretty good? Also yes. There are still some flaws, like if you want to change the guests on your trip you have to start over the entire flow. I also wasn’t able to add my past trips, which doesn’t really cost any functionality but it is a shame not being able to see them. It also noticeably lacks Apple Pay, but it sounds like that may be coming in a future update. Bottom line is: there’s plenty of room for improvement, but this app really is much better, and certainly benefits the entire Brightline experience. Props to Brightline for actually investing in a decent app, and of course props to the dev team for putting it together (and making it better🤞).
Developer Response
Sam, on behalf of the team, thank you for your glowing review of our new app! This has been a labor of love across the organization, and we're only getting started. We're ironing out the flaws while we also build useful, Guest-requested features in parallel... stay tuned!I got confused with this new App.
After fighting with a Round Trip I understood I was supposed to tap twice in the itinerary.
Now I believe I got it right. Let’s see and I will change my rating.
Developer Response
Thanks for your feedback, Ms. Bittar! Please keep us posted on how your app experience progresses.Beautiful new design that’s fast!
I had high hopes for the new app because the prior version was awful during my last trip in February. I Checked my pre-existing reservation for Orlando in September and saw that I had been assigned backward facing seats for both legs of the trip. (With the prior app you couldn’t tell which way your seats were facing until you boarded the train). So I followed the instructions on the website about how to change seats and it said it could only be done on the app. However the app won’t let you change your seats and when i click on modify reservation and change seats it tells me there are no trains running the dates I selected. Even though I have an existing reservation for those dates. So I drove to the station today to see if they could change the seats for me. Nope. While the employees are lovely and want to be helpful they could not assist me because the app was not working. They did take my information and I hope someone gets back to me. For the amount of money Brightline charges there should not be these repeated technological challenges with booking.
Developer Response
Hello, and thanks for booking with us to Orlando!
To change your seat within the app, you can click "Modify Trip," re-select your train, and then choose your seat of choice.
Alternatively, our Guest Services team can help you. Please visit our Help Center where we'd be happy to get in touch with you: www.gobrightline.com/contact.
We plan to offer a more seamless post-booking seat selection within the app in the future, but in the meantime—within the app—we hope these steps help.First impression of the app is clean and straightforward, but as you use it the frustration just sets in.
First off, my account from 2019 seems to have vanished off their backend despite being in my password wallet. The website gave me an error saying so, but the app gave no feedback other than just not logging in.
On making a new account (which didn’t support Apple’s built in system) and booking a trip I’m not particularly impressed. Due to an insane bug in their overall system that won’t let you reduce parking days from 2 if you get the midnight train back (despite the single day parking being valid until 4am) I had to book two single trips instead of a round trip. Did it bother to remember anyone’s names or email addresses? Nope, had to enter all 4 in again.
Onto payment… it surely has Apple Pay? Nope. Nor does it autocomplete from cards on your phone. This is such simple stuff.
At least it let me put my ticket into the Apple Wallet, so an extra star for that.
I remember the train service itself being very good, I’m now worried the trip itself will be as lacking as their web service.
I’m a monthly pass holder, and I can’t book my tickets by the app, it is always with problems. The app worked for like 2 weeks and after that it never work for me again. And even when it was working, I had to login every single time that opened the app, it could not save my account for some reason.
The train itself is very cool, amazing quality. And all the team is very kind and helpful. The only problems are the app and the schedules that are confusing, they keep changing and sometimes the train delay a lot.
I’m giving 1 of 5 stars, because the app and the website are one of worst experiences that I’ve ever had.
Horrible app that crashed repeatedly as I attempted to buy a ticket. After a few days finally got a ticket. Very annoying to have to spend so much time on it.
Once on the train even more of a debacle. I paid for a premium ticket assuming that I would be able to extend my legs more than on the plane to FLL unfortunately I was forced to ride with a seat mate who took all of my leg room with her bags. Train staff couldn’t be bothered to ask her to move her bags. Train smelled. Seat was dirty. Never again
2nd star is because they played a Strokes song in the lounge
Brightline home of the “we don’t give a ****” I paid 187 for a 10 ride pass. I could only use the tickets I paid for 3 times without issue. The other 7 passes disappeared. Call customer service, they say sorry our systems go down when yours do too so we can’t help you. Send an email to hello@brightline….which you will never hear back from. And I’m the meantime you will have to pay more so you can book the ride you already paid for. Just so they can tell you that they can’t check anyone’s tickets because WHY?!?!? Their app is down.
Where do I start.
1. This app has appalling exception handling. Texting of verification emails and text messages is flaky. When this happens the app cannot detect that failure and hangs. This makes registration impossible even after the messaging server has been reset. The only option is to start again with a new email addresses and credentials.
2. The rail app and the bike app fail to integrate correctly with iOS. The result is that automated password handling is conflated if a user installs both apps, which both require unique credentials even if the other is installed. The result is a hot mess.
3. For every hour spend coding try spending two hours testing with a rigorous test system.
CK 2019
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