Networkwestmidlands Reviews 17

As a pensioner, I applied for the free travel pass in very good time - mid-December. It was approved mid-December, but would be sent to me early January. It didn't show, so now without it when needed. What was said over the phone clashes with what their website says.
Very disappointed. Not impressed.

Buses hardly on time & sometimes difficult to get a seat. Assaults are commonplace and it will be difficult to get CCTV if you request it.

The services provided are sub-par and you'll be waiting for nothing most the time.

App and buses are not working... again.
...the service is rubbish.
Bus conductors are no where ...... vaping and smoking continues to be happening..who ever is in charge.. please resign...utter rubbish service .

I would like to commend a customer service representative named Vicky Mintzy (I’m not entirely sure about the spelling of her last name). I sought her help in sorting out my bus pass, as I was having trouble redeeming the code. I rely on this pass for my hospital visits.
Vicky went the extra mile to assist me. She stayed with me on the call for nearly an hour and a half, doing everything she could to resolve my problem. She is, without a doubt, the most patient customer service representative I have ever encountered, and it was clear that she was willing to go above and beyond to help.

I had called the customer service department several times since last week, but most representatives were unwilling to assist—except Vicky. She kept trying different solutions until we found one that worked, and even called me back to let me know when the code was finally redeemed successfully.

Kudos to her! She has a truly amazing heart and a dedicated spirit for helping others through challenges like this.

Terriable service,busses late, cancelled. Drivers see you running drive off. Allow passengers on with out paying and don't care. Busses freezing cold in the winter. Whoke service needs to be looked at shocking

Buses are actually terrible. You wouldn’t guess that Bham, the 2nd largest city in the UK is literally decades behind London in terms of transport. If a bus is late in London, the timer will simply update. It’s 2024, they have live tracking of buses. If a bus runs late in Bham, or doesn’t even turn up, you gotta wait for the next. The timers are basically arbitrary because they run on a timed schedule. People need to be fired because this level of incompetence in running the buses is disgusting.

If I could give 0 stars I would . I have a monthly Ntrain photocard pass. Since I’ve been using it it won’t let me through the barriers at new street station so I have to wait for one of their miserable staff to open the barrier for me which sometimes can be up to 10 minutes . I’m fed up with having to make contact with depressing and miserable staff on my way to work and back . If I do manage I to get a staff member who has customer service experience they say by a swift card . No one has an answer for me . I will have no other choice but use swift as I have heard good reviews about them . The reason I haven’t changed my travel card is because I need to know why and that’s the big question WHY ? Nobody has an answer not only that there is plenty of complaints about this online . My advice is don’t sell the photocard if you can’t use the barriers as it’s causing unnecessary hassle just for money and it shows that they really don’t put customers first and they’re training is 0 as not one person has an answer to a simple question WHY ? !!!!!!!!

Now TfWM they took 55 bus off us the only other bus that serves our area in Smethwick and gave to it other areas that dont need it. We now have just one 30mins bus big walks up and down hill to alternatives and no Bearwood and Oldbury buses for local shopping. Yet me as a disabled person with an elderly mom are getting a car due to the situation so we can get to places. They put a 21 bus hourly down roads to Bearwood and Oldbury that already have those services run by NX yet completely ignore our section of Smethwick with lack of service. They want to discourage cars yet decimate areas of services forcing people in cars. They like NX fob you off with rubbish excuses and do what they want regardless of the locals. Hope they go under completely corrupt lying organisation

A. Network West Midlands doesn't exist - It's West Midlands Network (wmnetwork.co.uk) and it's actually a partnership of Transport for West Midlands (TfWM) and bus, train, tram and cycle operators.

B. Both of the other reviews for "NX" and "West Midlands Travel" are actually for National Express West Midlands, so a completely different company on TrustPilot, which is privately owned and one of the bus operators mentioned above.

C. West Midlands Network/TfWM have been really good recently - They're introducing cycle hire, creating tram and Sprint routes, creating a new website, introducing Swift Go, along with various other things.

Just poor, expects elderly disabled to walk more, doesnt really care about integrated transport, no links for many now to our High St, trains, Metro when it could easily be provided. Buses took off now poorer links locally, spend more time walking, changing bus now in Smethwick, many vital links took off, its obvious its for money reasons than for convenience for passengers. Subsidised buses go down roads which already have more frequent NX serving them to same destinations while other roads have no links at all like ours doesnt to Bearwood and Oldbury, it should be spread out more. Those rds are a shorter walk to alternatives where as is 15-20mins for people like us. No thought for making the network easier and more accessible, its not a surprise people by us are now going by car which causes congestion as too many important local links were took off making network harder to use! More time consuming and tried to simplify things when areas like that cannot be simplified, changing on more buses to go short distances doesnt work and makes cars more attractive, clear they dont use buses or rely on them as they own cars 🤦‍♂️

I work for the NHS and cancelled the direct debit for my bus pass on the 26th March 2020, West Midlands Travel then took 2 more payments from me and as of today they have still not refunded £130.00+ they owe me.
I have phoned about 8 times with a wait to get through about 1 hour, and never dealt with the refund and promised a reply by email to no avail.
Emailed several times and they never answer.
They need highlighting and reporting their customer service is disgusting and they need to think about their loyal customers and deal with their queries efficiently.