Awful
Response from developer
We are sorry to hear that you had such a disappointing experience. In Basel, we have recently introduced new bike models that can be unlocked quickly and easily by scanning the QR code. We would love for you to give them a try and sincerely hope to welcome you back as a PubliBike customer!
Frustrating
I’m honestly not sure what they thought was happening: that I was inventing a technical failure so I could joyride around Basel?
In sum, the technology feels clunky, and the customer service is smug rather than helpful. It’s a real shame, because Basel is a wonderful city for biking, the bikes themselves are nice, and this is basically the only broad bike network in the city. But the system needs to work, and customers shouldn’t be treated as dishonest when it doesn’t.
Awful. Never written a bad review until today.
Response from developer
We’re sorry that this happened to you. Our Terms & Conditions, website and app clearly state that we operate a station-based system. Thank you for your understanding.
Great service, poor app
Response from developer
We’re sorry it didn’t work out this time. We hope everything goes smoothly next time!
Constantly breaking & glitching
Response from developer
Hi Joe, Thank you for your feedback! We’re constantly working to improve our app and service, and we hope you’ve noticed some improvements since then. Thanks for your patience!
Incorrect Charges
Response from developer
Thank you for sharing your experience. We are very sorry that you received an incorrect charge despite having received confirmation in the app that your ride had ended. We understand how frustrating and concerning this must be, especially when the ride history does not reflect what actually happened. We are glad to hear that customer service was able to resolve the issue. We take reports of incorrect ride records and billing very seriously and will share your feedback with the responsible teams. Concrete examples like yours help us identify where further improvements are needed.
expensive and not transparent
Response from developer
Thank you for your feedback. We are sorry to hear that you find our service too expensive and the rental process more complicated than expected. We understand that pricing and ease of use play an important role when choosing a mobility service. Our prices are now standardised throughout Switzerland. We have already made improvements to the app and are continuously working to make the rental process simpler and more user-friendly. We appreciate you sharing your thoughts with us.
Keeps getting worse
Now there are many bugs with bikes not unlocking, not locking, double charging or being charged for someone else’s ride after yours ended or never even started, etc.
Newest issue is they have two physical spots per location in zurich city but never removed either, so if you park at the wrong station they don’t count as ride ended despite the station clearly being there.
And best of all when everything is worse they replaced their customer support with a completely useless chatbot which tells you to wait 48 hours for every issue, during which you cannot use the app anymore.
Absolute scam and shame compared to the previous publibike app. Terrible
Response from developer
Thank you for taking the time to share your detailed feedback. We are very sorry that the new system has caused so many problems, from unlocking and returning bikes to incorrect charges and difficulties using the app. We understand how frustrating this is, especially when you are unable to use the service while waiting for support. We have already optimised the app and are continuously working to improve its reliability and the overall rental process. We also take your comments about customer support and the station setup in Zurich seriously and will forward them to the responsible teams.
Not as good as old app
1. There are unusable bikes that show up as available in the app station viewer. When you go the station, the bikes do not unlock. In the old app these bikes didn’t show up so you didn’t waste time going to a station with no usable bikes
2. When you try to open a bike and its one of the unusable ones (despite the app saying its available), the bike itself takes an entire minute blinking green before failing to unlock. The old app tells you it failed in just 10 seconds so you can move on. Now you have to stay there waiting to see if it’s a broken bike or just slow unlock
Overall new app wastes a huge amount of time with the phantom bikes making stations look full when they’re empty, and holding you hostage during its long error out rate. Been late for work many times now thanks to this, while it’s never been an issue on the old app. Shame that they’re destroying the old app when the new one works worse
