Awful, AWFUL company with disgusting customer service. Hands down the worst people I've ever had to deal with. It's like they're genuinely trying to wind you up whilst they pass you from department to... See more
Company replied
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See what reviewers are saying
Absolutely awful customer service, i've used their contact form on their website twice, weeks apart, i've emailed them multiple times, still no response.
Company replied
I have lost my travel master card. Customer service helped with the transfer of remaining days from lost card onto a new card, explained app features and guided through sync process. Yes, it took a... See more
Company replied
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... See more
Company replied
Company details
Written by the company
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.
Contact info
11 Broad Street West, S1 2BQ, Sheffield, United Kingdom
- 0800 952 0002
- enquiries@sytravelmaster.com
- sytravelmaster.com
2.1
Poor
71 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 1 week
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See how their reviews and ratings are sourced, scored, and moderated.
An empathetic approach to resolving my…
An empathetic approach to resolving my issues despite the obvious limitations of relying on a third party for resolution.
12 March 2024
Unprompted review
Why have you replied to my review but not my 10+ emails?? You've took my money!
Why is it that you can reply to a review but not my emails (10+) and everytime I call you which is at least three times a day, it's saying the same thing... that you're not offering a telephone service due to staff shortage. BUT YOU CAN REPLY TO MY REVIEW??. So seen as this is the only way you're getting back to me, we'll have a conversation through trust pilot. So... WHEN ARE YOU GIVING ME MY MONEY BACK?? or putting my 28 day rider on my Stagecoach card
7 March 2024
Unprompted review
Reply from TravelMaster
Sorry to hear there have been some issues with communications.
From one of your emails which came from one of your email accounts, I can see that one of our customer service advisors sent a response on the same day. In addition, I can see that there has been some further discussions and merging of your multiple emails from your other account with another customer service advisor.
I apologise that one of our partners gave you some incorrect advice at an interchange. As our advisor notified you, your ticket is not a TravelMaster ticket, it is a tram only ticket bought at a ticket vending machine operated by Travel South Yorkshire. Therefore we do not have your money or the ability to add this ticket to your card. To do this we recommend you contact Travel South Yorkshire (https://www.travelsouthyorkshire.com/en-gb/contact).
We do have plans which are moving towards delivery to both increase customer service representatives and join services better with Travel South Yorkshire. Whilst communications have failed you on this occasion, please be assured we are looking to improve this in the near future.
The new app is very convenient to use…
The new app is very convenient to use and has made getting tickets easy to do. However it did take about 8days to get a response on advice for a lost active card.
5 March 2024
Unprompted review
Reply from TravelMaster
Thanks for the 5 stars 🤩 we are glad the app is easy to use. Please keep an eye out for ways in which are making it even easier.
Sorry to had a bad experience in regards to our customer service. We've been taking a little while lately to get back to people due to staffing issues but we are now back on track and getting through the backlog.
Poor company with poor communication…
Poor company with poor communication skills ,
Very slow to reply and you never know what to expect , waiting time is usually after 5 days even though they say within it never is , I've had a lot of issues with buying online not usually my fault ,you never know what they will do either it's not always plain sailing with refunds they sometimes offer vouchers instead or decline refunds if the ticket you purchased has started , when you contact them , this is when they should reply! I find them hard to communicate with and also I find that the app has issues where it jumps to the previous month worst I've ever come across and customer services are appallingly bad and all other other ways of purchases the same , back to cash on the bus , .
24 February 2024
Unprompted review
Reply from TravelMaster
Sorry you have experienced issues when contacting us.
We have had a large influx of customer service requests recently and lower staffing levels. We are now back on track with staffing in the team and making our way through the backlog so may still take some time for responses. However, we are getting back towards the timescales on our Customer Charter.
If you are able to send us some screenshots of the app jumping to previous months that would be appreciated - it's not something which we have had reported elsewhere.
Our policy is always voucher or resending a ticket for collection first (if we don't get back to you on the day of contact we provide tickets for when you first contact us). If your ticket has already started we do not provide refunds for any previous used or unused travel. What we do offer though if a refund is not applicable is to move the remaining travel from the day you contact us to a new ticket.
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 February 2024
Unprompted review
Reply from 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 February 2024
Unprompted review
Reply from 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 February 2024
Unprompted review
Reply from 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 January 2024
Unprompted review
Reply from 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 January 2024
Unprompted review
Reply from 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 January 2024
Unprompted review
Reply from 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 January 2024
Unprompted review
Reply from 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 December 2023
Unprompted review
Reply from 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 November 2023
Unprompted review
Reply from 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 November 2023
Unprompted review
Reply from 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 November 2023
Unprompted review
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 October 2023
Unprompted review
Reply from 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 October 2023
Unprompted review
Reply from TravelMaster
Thanks for taking the time to write us a review David.
Reply from 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 October 2023
Unprompted review
Reply from 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 May 2023
Unprompted review
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