Brightline Orlando Station — Attraction in Orlando

What an ordeal this morning for me at the station. I happened to arrive early and was in the Brightline Lounge at 6:15 AM. enterance was easy, and Douglas, the greeter was extremely helpful. I had a ticket for the 7:33 first class ticket, and I was speaking to a gentleman who in the lounge, like myself, was on the 7:33. The overhead loudspeakers announced that the 6:38 to Miami was arriving, and the other gentleman went out to see if we could switch trains. There were very few people at the station at this time, and he went to try. The women vacuuming the lounge told me that there was a $60 change fee, She also did not speak English, and there was no one else to help in the lounge. It happened that the gentleman came back to tell me they changed his ticket and that they did not charge him. I went out and asked the Brightline employee how to get this done, and he assured me that you could not do this and I had to stay. Raymond, the Brightline manager who informed me of this, was not very helpful and just kept repeating no and whines the person that changed his ticket and that I could not make a change once I passed through security. I was no different then the other gentleman that I was speaking to in the lounge but he would not help me in any way to direct me to get a ticket change or anything other than just caused a heated discussion with me. VERY poor customer service !! this was my first round trip experience on the Brightline from WPB to Orlando. Really unpleasant first experience. I went back in the lounge, and no one came by to speak with anyone here. I also took the train first class on the return trip to see the difference in service. On the way up to Orlando comfy seat, but only one time did I see someone to get a tea. never came back to offer anything else. I just sat and worked. now return the so far first class experience not so great!

Updated experience, this weekend. Coming home today I got to the station early and I was hoping to get home early after a week on the road.

Doug was so...

I had the chance to take two Brightline rides in one day, and both exceeded my expectations in different ways.

Orlando → Miami (Smart Class) Checking in and going through security was quick and seamless, even while traveling with my dog — his first time on public transportation. He usually gets anxious, but Brightline’s calm environment had him cool, collected, and happier than I’ve ever seen him in travel. We were heading down to Miami for my little sister’s birthday (she just started school at UofM), bringing her dog as part of a surprise. Brightline made that special family moment possible. The ride itself was so smooth and relaxing that I fell asleep — mouth open and everything — and woke up without the back pain I usually get on planes or long car rides. The legroom and table space were a game-changer for catching up on schoolwork without feeling cramped.

Miami → Orlando (Premium Class) For the return trip, I upgraded to Premium and really got to enjoy the comforts. I arrived at the station earlier than planned, and when I asked about checking in, the guest services agent kindly checked if I could catch an earlier train. I told him I didn’t want to pay extra, but he moved me up an hour for free! That gave me time to enjoy the lounge — amazing food and beer on tap — before boarding.

Onboard, the highlight of the entire day was my attendant, Reynier. He provided the best service I’ve ever had on any form of travel. He took care of every guest with warmth and professionalism, and when one rider caused a disturbance, Reynier handled it calmly and respectfully, ensuring the rest of us had a peaceful journey. The food and drinks onboard were outstanding, and the whole experience felt first-class.

I can confidently say this trip left such a positive impact on me that even when I got home to some personal bad news, my mind was still on how incredible Brightline made my day. That says it all.

⭐️⭐️⭐️⭐️⭐️ — Highly recommend Brightline for anyone...

I’m writing with sincere gratitude to share what a truly wonderful experience my family and I had aboard your train service. From start to finish, every moment reflected care, thoughtfulness, and attention to detail.

Though we missed our original train by just 30 seconds, the reboarding process was handled with such ease and understanding—it set the tone for what turned out to be a beautiful journey.

From the warm welcome at guest services to the attentive and courteous onboard staff, every individual we encountered made us feel cared for. I was traveling with my family, including my grandson, and the crew went out of their way to make sure we were comfortable and had refreshments throughout. As someone who naturally pays close attention to details, I was impressed with how clean, quiet, and well-kept everything was—from the seating areas to the bathrooms, which were especially pristine.

I also want to extend special thanks to the gentleman in housekeeping and maintenance services. He was incredibly kind and helpful—a quiet hero who contributed to the quality of our experience in a way I won’t forget.

The biggest joy of all was seeing the excitement on my grandson’s face. He’s a train enthusiast, and we managed to surprise him with this trip as a birthday gift. He was in complete awe and said, without hesitation, “10 out of 10!” Watching him enjoy every second of that ride was priceless for our entire family.

Even upon arriving in Fort Lauderdale, your staff remained attentive and gracious. One thing I learned too late was that car rentals are available directly at the station—something I wish I had known in advance. It’s such a convenient option and definitely worth sharing more prominently.

Thank you again for providing a truly memorable and meaningful experience. Your team represents the very best of hospitality, and I hope to travel with you again soon.

Warmest...