Brightline 4+

Not consistent

Beware, if you book parking and/or a ride to or from the stations , sometimes it works, and sometimes it doesn’t. Today I could not get into or out of the garage. Thankfully I allowed extra time, and the attendant was there and was able to help. The app also did not book my requested Uber ride in Miami. When I went to the customer service desk, the first customer service attendant referred me to a second person but I had to wait in a line and by the time she was able to help, I was late for my appointment. This has happened twice before, so there is obviously a problem that needs to be corrected. Otherwise, I was able to book trains and change my assigned seat, which was good.

Developer Response ,

Thanks for your 4 star review GracelynT! We've refactored a lot of our parking code, and hope that your parking experience will be smoother next time. Thank you for your continued ridership and support.

Remarkably horrible service

I don’t even know where to begin describing how bad brightline’s software products are. Core processes (i.e. booking a trip) not working half of the time, trips and tickets disappearing / not showing in the app in the first place, absolutely unusable list of past trips, inability to turn on auto renew on pass, pass renewing at the wrong time and at the wrong price if you manage to turn on auto renew - it’s all there. Icing on the cake - pass prices went up significantly lately and it’s very hard to book a trip - everything is constantly sold out.

My wife has been forced to use brightline for commuting on a daily basis for the past 4 months and the experience is all-around horrible. Well, except the trains themselves - they are kind of nice. But we are looking forward to the day we move closer to our jobs to never have to use the brightline software products again.

As someone from the software development industry, it’s truly beyond me how can something of such low quality be approved to go to production. I’m not sure i’ve ever used software that’s THAT bad ever in my life. Fascinating.

App still not working properly— cannot change seats

I had high hopes for the new app because the prior version was awful during my last trip in February. I Checked my pre-existing reservation for Orlando in September and saw that I had been assigned backward facing seats for both legs of the trip. (With the prior app you couldn’t tell which way your seats were facing until you boarded the train). So I followed the instructions on the website about how to change seats and it said it could only be done on the app. However the app won’t let you change your seats and when i click on modify reservation and change seats it tells me there are no trains running the dates I selected. Even though I have an existing reservation for those dates. So I drove to the station today to see if they could change the seats for me. Nope. While the employees are lovely and want to be helpful they could not assist me because the app was not working. They did take my information and I hope someone gets back to me. For the amount of money Brightline charges there should not be these repeated technological challenges with booking.

Developer Response ,

Hello, and thanks for booking with us to Orlando!

To change your seat within the app, you can click "Modify Trip," re-select your train, and then choose your seat of choice.

Alternatively, our Guest Services team can help you. Please visit our Help Center where we'd be happy to get in touch with you: www.gobrightline.com/contact.

We plan to offer a more seamless post-booking seat selection within the app in the future, but in the meantime—within the app—we hope these steps help.