TransPennine Express

We downloaded this app so we could book our return journey from Manchester Airport to our home town, I carefully selected the date and time for our journey, had my wife check the details were correct and purchased the tickets. We were in Orlando at the time (5 hours time difference) sat in the airport waiting for our flight (making sure the flight left on time). The time we knew we booked the tickets for was 09:47 hours from the airport train station, when we collected the tickets the next morning (7.5 hour flight) the time on the tickets we collected was 14:47 hours, a difference of 5 hours!!! Please be careful when purchasing tickets in a different time zone.

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Just imagine, you’re a bit late for your train, you haven’t time to queue for 10 minutes at a ticket counter or join the ticket machine queue, you should be able to quickly turn to your app to buy a ticket for the next train. Not too difficult to go through the process of using the app to select a journey, although having to scroll through all the already departed trains, then select a return journey. Now just pay and go? But no, your time is wasted as there is a complete blank of no ticket delivery option for a train soon to depart or an option of only being able to pick up tickets from the ticket machine. Until m-ticketing is available for all TransPennine Express journeys the app is of limited use only when you have time to spare.

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The app doesn’t remember your login details when trying to buy tickets through it meaning you have to either click on the small and not obvious ‘Sign in to use your loyalty points’ text before choosing your tickets, or later on. The method of actually choosing which ticket you want is also not immediately obvious due to the design, only after clicking around on lots of different parts of the ticket view did I realise you have to click on the ‘Fare £X.xx’ button - this needs to be made more obviously the button to click, or the whole method of choosing the ticket/where to click needs to be rethought.

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I have to buy 10 train tickets a week for traveling to uni, this app doesn’t remember log in details so I have to manually log in 10 times, I’ve also just brought 3 train tickets and now it won’t let me buy anymore as there’s a time limit which is annoying... annoying app tbh needs to work on being quicker and more efficient “My tickets” aren’t clearly displayed I had to ring up and ask where they where I spend a lot of money a year to transpennine express as a lot of other people do it doesn’t seem they’re taking customer service seriously, if I could switch to another trains line I would

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Worst app I have ever used. Originally wanted to use this app so that I can go paperless and be more ‘green’, plus the fact that I get cheaper (scoff!) tickets booking in advance. This app forgets my log in details every time, asking me to enter Nectar card details every time I book. It forgets my preferences for seat reservations. It asks me to log in again (a second time) when paying for the booking. And most annoyingly of all, it DOESNT OFFER THE OPTION FOR MOBILE TICKET!!! Even though I have witnessed other users with their ticket in-app on the train. I brought this up with FTPExpress staff members on the train and they don’t believe me. Which results in me having to print the ticket every time I travel, what’s worse is the ticket is A4 sized which is a complete waste of paper! I’m very frustrated and annoyed. What’s more is that it seems my previous app review has been deleted! Unbelievable! You need to get your act together and sort this out, I’m paying enough for travelling with you as it is without having to print tickets out and mess on every day with your stupid app that doesn’t work.