Port Avis 

Horrible Service
Horrible, disgusting, nasty money hungry people. The idea is great and it works a lot of the time. But for the times that it doesn't it really shows how much these people have no experience in customer service. However they definitely have experience in taking money out of people pockets... Whenever something goes wrong with the bike, for example if the bike stops working, they will not compensate you for lost time. But not only that, they will tell you that you must take the not working bike back to the hub or you must pay the £25-£50 fine😂. Now idk but that has to be breaking consumer rules. My personal experience. I was on my way to start working and I was very far from the hub and the bike did not work. When i spoke to customer service they said to me that they can see that my bike is on and that they will close the chat. WHAT ON EARTH IS THAT. I'm a customer with a issue this is a fully automated system and you tell me that im lying rather than asking me what the issue is. After opened another chat they said to me that I must bring the bike back to the hub or risk paying the £25 fine. I then said but its not my fault that the bike stopped working. They said im sorry but you must bring the bike back to continue using the service. So I then said okay so can i be compensated for the time lost. They then said no "im sorry this is not something that we can do". So im paying for a service that I'm not getting and im also paying a fine for something thays not my fault. THAT IS WRONG. UNREGULATED NASTY PEOPLE. Something needs to be done about this because we have rights as consumers. No empathy, sympathy, careless people. So upset with this as I used this bike rental everyday and expected a little understanding of my frustration. All they kept saying is I'm sorry you've been inconvenienced but there is nothing we can do. I have screen shots and the full conversation on my port app so I dont want this taken down and im happy to show anybody these conversations that I have had with the customer service.

One night I accidentally went beyond the 24‑hour rental limit. When I returned to the bicycle, it was glowing red. I opened the app and contacted customer service, and was told I had to pay a £25 fine. Fine... I understand. As a Port monthly premium member, I found this surprisingly bureaucratic — I had only exceeded the limit by 1 hour and 10 minutes.

What I didn’t expect was that paying the fine would not allow me to unlock the bike and go home cycling. The customer service representative told me, in a rather blunt manner, that I had to pay the fine and still walk home, and that I would only be able to rent again in the future should I pay the fine. This was despite having already paid for my monthly membership in advance.

I ended up walking home late at night in London, having paid a fine and still being denied access to the service I had already paid for, the subscription for the bike. The way I was treated felt unnecessarily harsh and inflexible. I left the experience feeling deeply negative about Port — the handling of the situation was absurd for a first-time occurrence, and the tone from customer service was mean‑spirited rather than supportive. No company should treat customers this way. I made a small mistake, paid the fine immediately, and still had to walk home in the middle of the night. Even my parents never treated me so harshly for doing something wrong, yet Port did.

On Wednesday, June 10, at 2:29 PM, I raised a ticket to speak to sales. The website doesn't have a dedicated sales page or contact. I had to raise a ticket, sign up for their Atlassian support page, and create another login credentials. Quite obstructive.

Friday the 12th, I haven't been contacted by sales yet, nor has the ticket been replied to. If the sales department is this good, I can imagine the account Management.