Brightline Headquarters — Local services in Miami

As I review the other reviews I see this is going to get a generic response. However I am going to share this experience! To modify or to add a ticket to an already existing reservation should be a simple process. It is not,turns out to be a rip off. A trip I originally paid $215 for doubled in price. The customer service rep Tee started out very rude and not very helpful at all. She provided incorrect information which caused me to have pay way more than needed in this situation. They don’t tell you that with every minute the pricing is increasing. And the app is not user friendly!! I was issued a voucher or credit , I head straight to the app to start a new booking of course I am met with several error messages, so each attempt I made to book the prices were going up $5 to $10 per ticket. Every attempt I was met with an error message “ the person your trying to add information is not complete” then the voucher number I was provided stated it was “invalid”. So after 1 hour and 30 mins of trying to book and almost $200 more to pay. I call c/s the young lady was able to book the trip immediately which the 1st rep did not which could of saved me money!!! Which ultimately seems to be Brightlines scam!!! Charging customers to modify a reservation should not be as difficult or expensive!!! Prices jumping every second is a rip off!!! Train your customer service reps to offer your guest the best solution not the most expensive one. Still waiting for a manger to call me back!!! Customer is important, work on fixing your app, and the prices and fees RIDICULOUS!!! Do better...

I will never use the services from this company again. Arrived at FLL Airport with no clear instructions on the location of the shuttle pickup, once I figured that part out I was greeted by a shuttle driver that spoke little to no English. Was not informed when purchasing the ticket online that the shuttle service to the train station was a 10 dollar charge.. why would they charge you a fee to get to their station to get to your destination.. imagine paying enterprise rental car shuttle to take you back and forth to the airport. Because the driver spoke little English I was not able to comprehend anything she was saying.. apparently they have a hand held debit card machine for the customer to pay before boarding the shuttle but of course it was down.. I had to UBER to the train station only to miss my original departure time.. And there's no option to purchase the shuttle when purchasing the ticket online..

When returning back to the airport I was forced to pay a 20 dollar fee for my luggage due to its size.. I returned with the same luggage from arriving.. no explanation given to why I had to pay a fee returning vs arriving.. Customer Service is terrible and will NEVER patronize them again.. One WORD OF ADVICE. If you're flying into FLL airport and need to go to West Palm by train go with TRI-RAIL.. Much cheaper and no charge to utilize their shuttle.. Horrible experience and will NEVER use...

My boyfriend and I arrived at the 6:50pm train from Orlando back to Miami on Sunday January 5th and stayed in coach 2. The train back was on the bumpier side, and my boyfriend ended up throwing up in between carts trying to find the bathroom within the first hour and a half of the ride. The two men that we saw working for that coach kept checking in on him to see if he was okay and even brought him a bag of pretzels, water, and ginger ale for his stomach.

It was an incredible gesture, one that we greatly appreciated and would love to give them thanks again for the hospitality!

Other comments that I feel I should include, the train was very clean, and the ride from Miami to Orlando was pretty smooth, the stops in between tracks were very quick. Although, perhaps for anyone who was getting off in between MIA and ORL it was far too quick, there was a situation where a woman didn't get off the train at the West Palm Station fast enough and had to wait the ride going to Orlando then back to West Palm, so I'd highly suggest to be very prepared to get off the train quickly if you're getting off in between those stations. If you're like me and you're going from MIA to ORL or back then you'll be okay.

Thank you again to the brightline employees for trying to make the ride back home as easy as possible for someone with motion...