TravelMaster レビュー 67

TravelMaster からの回答

2026年4月8日

Morning Wesley,

Thank you for your review. We apologise for the delays in responding to you. I’ve checked with customer service to ensure we have your contact form. Due to requirements regarding proof of purchase we are unable to undertake this process on the phone at present.

We are experiencing a little backlog on our side because of the Easter Bank Holiday but you will be compensated from the initial point of contact for any travel days you have lost out on.

Please be patient with us and we will sort this for you soon,
TravelMaster Team

TravelMaster からの回答

2026年2月23日

Hi Jason

I'm sorry you are disappointed with the service you received when registering your complaint. If you would like to escalate this for management review please either respond to this or to your original complaint email.

Plans are in place for a more joined up public transport system in South Yorkshire with increased public subsidy starting in 2027. The process for replacement for the ticket kiosks which are now over 10 years old is also ongoing. However, we do apologise on behalf of the owner of these when they are not working. The TravelMaster app is available 24/7 with all TravelMaster's tickets on it to easily load to smartcard.

TravelMaster からの回答

2026年1月15日

We’re very sorry that you feel this way.

We have used the details you provided to identify the operators in question, and we’ve reached out to them to ensure that they provide adequate training and information to their drivers about the ticket in question.

Additionally, we (ourselves and the operators) are collectively working with the ticket machine manufacturers to resolve the issue of them not scanning QR tickets. Once this is resolved we will be actively advertising that.

Combined, this all should help reduce or even eliminate this issue from coming up in future.

TravelMaster からの回答

2025年11月5日

We’re very sorry to hear about your experience and the frustration this has caused. This is not the level of service we aim to provide.

We’ve reviewed your case and can confirm that you first contacted us on 24 October using a different email address, and our team responded on 27 October, which is within our Customer Charter timelines. We understand that this issue has still caused significant inconvenience, and we’re working to resolve it as quickly as possible.

We’re currently investigating why your 28-Day ticket did not load onto your smartcard and are working closely with our technical provider to prevent this from happening again. Your refund request is with our complaints team, and we’ll ensure this is prioritised.

Thank you for bringing this to our attention. We’re also reviewing our processes to improve communication and prevent similar issues in the future. If you’d like to share any further details or speak directly with us, please email complaints@sytravelmaster.com and reference your case number so we can assist you promptly.

TravelMaster からの回答

2025年10月10日

Hi, thank you for taking the time to share your feedback. I’m really sorry to hear about the issues you’ve experienced with your ticket and the app, as well as the difficulties you’ve had with our customer service. We understand how frustrating this must be, especially when it impacts your plans and causes inconvenience.

Please be assured that we are currently reviewing our customer service processes to make them more efficient and easier for our customers to use. Your feedback is really important to us and helps us improve.

TravelMaster からの回答

2025年10月2日

Hi Juste, we’re very sorry to hear about your experience and appreciate you bringing this to our attention. It looks like our customer service agent has now responded to your enquiry, which is within our Customer Service Level Standards.

We understand how frustrating losing a card can be, and we’re committed to resolving this as quickly as possible. If you have any further concerns or need additional assistance, please don’t hesitate to reach out directly so we can help.

TravelMaster からの回答

2025年9月15日

Hi K, thank you for sharing your experience. I’m sorry to hear you had difficulty buying age-related tickets. For those under 18, we offer GetAbout tickets designed to help young people travel easily. To use and buy these special tickets, an age-related travel card, such as the Zoom Under 16 Travel Pass or Zoom 16-18 Travel Pass, is required. These cards are issued by Travel South Yorkshire, and you can find more information and helpful links on our GetAbout webpage here: https://www.sytravelmaster.com/getabout

If you have any further questions, please don’t hesitate to get in touch by emailing us at help@sytravelmaster.com. We’re here to help!

TravelMaster からの回答

2025年8月4日

Hi Bob, thank you for your feedback. We take all customer concerns seriously and strive to provide clear support. However, we’re unable to locate any record of your contact with our customer service team under this name.

If your experience is related to a purchase issue, we encourage you to get in touch directly with us at help@sytravelmaster.com so we can review your case and work towards a solution.

We’re here to help and want to ensure every customer has a positive experience.

TravelMaster からの回答

2025年4月2日

Hello Cheryl

We are sorry that you experienced an issue when buying a ticket.

Following numerous discussions with you, your complaint was not closed down without action, TravelMaster provided a full refund for both your ticket and your daughters ticket.

With the refund provided, you are now able to purchase a new ticket. This can be done via the TravelMaster app, at ticket vending machines in interchanges or onboard using cash (full pricing on all options is available on our website www.sytravelmaster.com).

TravelMaster からの回答

2025年1月10日

Thank you for your positive feedback! We’re thrilled to hear you had an easy and efficient experience. We appreciate your support.

TravelMaster からの回答

2024年12月18日

Hi, we are sorry you have been experiencing issues when trying to use TravelMaster tickets.

We’ve looked into both issues you have raised.

We only have one call matching the description which was on 16th Dec (not 16 October stated in your review):

Our telephone customer service is handled by our partner Traveline.
They confirmed the issue you raised about forgetting your smartcard and the driver charging you to board their service. We can confirm that this was the correct advice – in the absence of a pre-paid ticket, customers must pay when they board. Receipts (including showing the smartcard loading on the app) do not constitute a ticket.

As for the driver selling you the wrong product, you should take that up with the Operator of the bus (in this case, Stagecoach). The Traveline advisor then directed you to fill in the webform if you weren’t happy with the service, but they have not received anything from you, so they couldn’t escalate the issue any further. If you email help@sytravelmaster.com explaining your situation and providing your proof of purchase for the ticket you didn’t use along with a picture of the ticket you purchased onboard, we’ll have a look and see if there’s anything further we can do for you.

You also commented that you wished tickets were available within the app. Day tickets are available on the app, including the 1-Day SYBus ticket which I believe is the ticket you required. To switch between smartcard and m-tickets just press the ticket icon in the top right corner. Longer period tickets like weekly tickets are not yet available on the app as an m-ticket as they will require all operators to scan these, something which isn't available now and critical for ensuring the right operators get paid for the journeys you take.

Regarding 10th July:
We’ve gone through our records and can see that one of our agents replied by email to you on the 11th July in the morning (below is copied and pasted from the email chain):
"Thu, 11 Jul 2024 at 9:44 AM
**Redacted: customer’s email address**
Case Ref: TM-CC-38814
Good Morning Rasheed,
Thank you for getting in touch with us.
If you could provide a receipt for your mistakenly purchased ticket we can look into providing a coupon code for your next purchase on the Travelmaster App.
Please make sure to Sync your mistakenly purchased ticket to the Smartcard you bought it for so we can remove it.
Many thanks,
TravelMaster® Customer Enquiries Team"

It is possible this got caught in your junk email folder and given the time between contacting us may have been automatically deleted depending on the email service you use.

Hopefully that sheds more light on both your situations and if you would like to continue to discuss your issues please ensure you have emailed your receipts in both instances to help@sytravelmaster.com.

Kind regards,

TravelMaster Customer Service

TravelMaster からの回答

2024年12月6日

Hi Christine

Thanks for taking the time to leave a review. However, we must admit we are a little baffled by it!

TravelMaster provides multi-operator tickets in South Yorkshire, these are for day, week and longer periods. For example a CityWide ticket for Sheffield for one day is £6.30. This give you unlimited travel on all public buses and trams in the city region. A day ticket on the tram is £5.00 (a short leg return is £4) and a bus ticket is £2 a trip (under the current government scheme) or for example £5.20 for a First bus Sheffield one day ticket. TravelMaster tickets offer substantial savings for people using multiple buses, trams and trains.

If you do have any more specific points we would be happy to hear from you and can be reached on help@sytravelmaster.com

Thanks

The TravelMaster Team

TravelMaster からの回答

2024年8月8日

We're happy to have helped!

TravelMaster からの回答

2024年8月2日

Thank you for your kind words, we are always happy to help!

TravelMaster からの回答

2024年8月2日

Thank you for taking time to leave us a review, we are very glad that you were pleased with your service!

TravelMaster からの回答

2024年7月26日

We are sorry that you experienced an issue buying tickets in a Payzone shop. We have raised this with Payzone so that they can contact the store and ensure staff are trained in the sale of the tickets.

Weekly tickets do cost more to buy on board, this has been a policy for a number of years. However, we offer a range of off board options in addition to Payzone for buying in advance including via our App to load to smartcard or ticket vending machines in bus interchanges. If you do have any other options please don't hesitate to contact us on help@sytravelmaster.com

TravelMaster からの回答

2024年7月22日

Thank you for the positive review. We always aim to solve a problem promptly and we appreciate the feedback. As a small team we are working on improving our phone lines to continue providing the best service possible.

TravelMaster からの回答

2024年7月9日

It's our pleasure.

TravelMaster からの回答

2024年7月8日

Thank you for your review Tosin. We are pleased to hear that your issue was resolved and that you were happy with our service.

TravelMaster からの回答

2024年7月8日

Thank you for the kind words Adeniyi.