Very poor customer service can’t call them to solve my lost card which had my 28 day all bus and tram wasted for 1 week and still no response
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Lisez les avis des autres
If zero stars was an option I'd do it Problems syncing card after payment a.d no one will help they simply close down the complaint. Its tough if it means you can't Travel Refund that won'... Voir plus
L'entreprise a répondu
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... Voir plus
L'entreprise a répondu
Sent emails, no replies, tried to call numerous times, no reply not taking calls due to staff shortages..... sorry, but that doesn't help the customer, had people emailing me annoyed cause nothing was... Voir plus
À propos de l'entreprise
Écrit par l'entreprise
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.
Coordonnées de contact
11 Broad Street West, S1 2BQ, Sheffield, Royaume-Uni
- 0800 952 0002
- enquiries@sytravelmaster.com
- sytravelmaster.com
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67 avis
A répondu à 100 % de ses avis négatifs
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Very poor customer service
Very poor customer service can’t call them to solve my lost card which had my 28 day all bus and tram wasted for 1 week and still no response
31 mars 2026
Avis spontané
Réponse : TravelMaster
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
I would have left 0 stars however the…
I would have left 0 stars however the lowest I could is 1 star. Did absolutely nothing to resolve my complaint and took no responsibility as the ticket issuer regarding any issues raised regarding reliability or pricing issues themselves as the ticket carrier and the fact that they are happy to take customers money do nothing. More to the point raise issues with the ticket kiosks not working again they do nothing absolutely no customer service or understand provider they just push the problem onto someone else!!!!
19 février 2026
Avis spontané
Réponse : TravelMaster
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.
Won't be buying again
Ticket never worked on buses and drivers didn't know about the ticket more communication is needed won't be buying another derbyshire wayfarer
13 janvier 2026
Avis spontané
Réponse : TravelMaster
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.
Absolute shambles - avoid, avoid, avoid.
Bus passes require a physical card, which I bought. I then paid for a 28 day bus pass via their website, which didn't load onto the card. I contacted them the same day to try to resolve, and have since contacted them several times. 12 days later, still no bus pass, still no money back, now with their "escalation team" with no indication how long that will take. So I've paid over £80 for nothing and I've had a huge amount of my time wasted trying to get it back. Oh, and money on top of that, paying £5.90 a day for day passes. This should be illegal. If I took someone's money, gave nothing in return and refused to give it back to them, I'd be in jail. Which is exactly where Travel Master leadership belong.
24 octobre 2025
Avis spontané
Réponse : TravelMaster
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.
Absolutely appalled at the lack of…
Absolutely appalled at the lack of service, an inadequate app and customer service contacts that are not fit for purpose without any ability to rectify complaints in a meaningful way in reasonable timeframe.
Due to app error I have been charged for a product that has never been received so am out of pocket having to buy additional daily tickets and wasting a lot of my time and effort having to make numerous contact through a long winded email process.
6 octobre 2025
Avis spontané
Réponse : TravelMaster
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.
The customer service is rubbish
The customer service is rubbish. Reported lost card 5 days ago, still nobody give dam to get in contact, block my card and transfer the days left on my lost card… just ridiculous and worst service tbf…
25 septembre 2025
Avis spontané
Réponse : TravelMaster
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.
Misinformation and awful experience
This is by far the worst website and app I have ever experienced. My son needed a 7 day card for going to college. Tried to purchase it as instructed on the website and needed a smart card. Ordered the smart card, waited a week for it to arrive because despite it saying you can buy them at the interchange you can't.
Card arrives and says it is bound to his account. Log on to the app, no card shown and its not showing the 7 day getabout ticket. Go on the website, smart card shown on account but when I go to buy a ticket get a stupid message saying no card is bound.
Complete and utter joke. Well done for taking advantage of young people and forcing them to pay more than they should be.
13 septembre 2025
Avis spontané
Réponse : TravelMaster
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!
I got charged twice for a travel pass…
I got charged twice for a travel pass when buying on the app, for which I complained and asked for my money back. They offered to credit my account for another travel pass however I do not feel like using their services again. They are claiming that I purchased 2 travel passes within a minute. I contacted the bank and as the transaction was pending they TravelMaster could cancel the transaction. But travel master refused, there is no way of contacting apart from email. The phone number given has nothing to do with refunds. I would think twice b4 buying anything on the app.
31 juillet 2025
Avis spontané
Réponse : TravelMaster
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.
If zero stars was an option I'd do it
If zero stars was an option I'd do it
Problems syncing card after payment a.d no one will help they simply close down the complaint. Its tough if it means you can't Travel
Refund that won't be back jntk my account until ten days a.d only way to buy s monthly ticket is walking hour to interchange!
I see where all the time is spent on social media appearance rather than helping customers
Appaling
1 avril 2025
Avis spontané
Réponse : TravelMaster
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).
Very efficient service
Very efficient service. Easy to order and pay. Thanks again
8 janvier 2025
Avis spontané
Réponse : TravelMaster
Thank you for your positive feedback! We’re thrilled to hear you had an easy and efficient experience. We appreciate your support.
Poor customer service/satisfaction
I am writing to express my disappointment regarding a poor experience I had with your service on 16/10/2024. I purchased a day trip ticket via your app, but unfortunately, I forgot my travel card at home. When I explained this to the Stagecoach bus driver and told him I had a valid ticket, he responded that he didn’t know anything about the card or its relevance.
It is baffling that, despite having an app-based ticketing system, passengers are still required to carry a physical card to travel. To make matters worse, the driver issued me the wrong product, charging me £8.60 for an SY Connect ticket instead of the correct £6.40 option. This lack of clarity and understanding from the driver caused unnecessary inconvenience and cost.
When I contacted customer service to request that the unused token from the app be pushed to another day, the agent I spoke to was unhelpful and insisted it couldn’t be done. As someone who has managed a customer service team, I was surprised by the unwillingness to find a solution. An "I can't" approach reflects poorly on the company’s commitment to customer satisfaction.
Furthermore, I emailed your team on 10/07/2024 about being charged for the wrong product and have yet to receive a response. The lack of acknowledgment or follow-up is unacceptable.
This experience has left me extremely dissatisfied, and I urge your team to take this feedback seriously. Improvements are needed in both your product and customer service processes. Without loyal customers, the company cannot thrive.
I regret having to write such a complaint, but I believe you need to hear the customer’s perspective. I hope you will take immediate steps to address this issue and ensure others do not face similar problems.
Sincerely,
Olalere R.O
16 décembre 2024
Avis spontané
Réponse : TravelMaster
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
Waste of money
Waste of money. Nothing new to learn that isnt already readily available on the internet. There are no hacks or tricks that can be revealed by this expensive program.
1 février 2024
Avis spontané
Réponse : TravelMaster
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
I am so happy you solved my problem…
I am so happy you solved my problem quickly thank you
4 août 2024
Avis spontané
Réponse : TravelMaster
We're happy to have helped!
I am happy with the way my complains…
I am happy with the way my complains was handled, quick response. The customer support agent was excellent.
26 juillet 2024
Avis spontané
Réponse : TravelMaster
Thank you for your kind words, we are always happy to help!
Réponse : TravelMaster
Thank you for taking time to leave us a review, we are very glad that you were pleased with your service!
Travelmaster gives incorrect info and charges more
Looked on travel masters website. It says that I can buy a get about week ticket (for my kid) in advance from a pay zone for £10.50 (cheaper than on the bus). Search online for a payzone shop which is advertised as doing the travelmaster tickets. Southey convenience store in S5 (Sheffield). Go there and they have never heard of travelmaster tickets - it isn't on their payzone terminal. So not only have I wasted my time going to the shop but I have to pay more for the ticket since kid had to travel today! Not happy.
24 juillet 2024
Avis spontané
Réponse : TravelMaster
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
Only took 1 day for a response
Only took 1 day for a response. I do wish their phone support was up and working though.
17 juillet 2024
Avis spontané
Réponse : TravelMaster
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.
Thanks for responding an solving the…
Thanks for responding an solving the issue quickly
8 juillet 2024
Avis spontané
Réponse : TravelMaster
It's our pleasure.
Excellent service
Although, there was a minor technical glitch in TravelMaster's service, but it was resolved and I was fully compensated. Thank you
5 juillet 2024
Avis spontané
Réponse : TravelMaster
Thank you for your review Tosin. We are pleased to hear that your issue was resolved and that you were happy with our service.
It was a good and great time with one…
It was a good and great time with one of ur agents, she really knows this job and she was so nice and respectful. She made me love Travel Master more.
10 juin 2024
Avis spontané
Réponse : TravelMaster
Thank you for the kind words Adeniyi.
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