Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/02/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/25/25 I purchased 3 round trip tickets from Brightline to be transported from *************** to ***** in order to access a cruise port. The reservation was scheduled for 5/25/25. I purchased the option that said I can modify or cancel my ticket without penalty 48 hours in advance the cost of tickets $145.75. Unfortunately I later learned that a disabled member in my party will be unable to safely access this option and needs alternative transport. Well I canceled on 3/31 less than a week after purchasing and made alternative arrangements. Brightline offered me a credit instead of a refund. I contacted their phone support and requested a refund explained that my ticket said I can modify or cancel and I am unable to use the tickets due to having to make alternate arrangements. They denied my requests. They explained that its their policy to not issue refunds but only credits and for only 1 year. I asked if there are other Brightline trains or partners I can access in my state and they said no one can only ride their trains in Florida and ***********I explained that I live out of state and wont be able to reasonably access their services at another time. My reservation was made and cancelled 2 months in advance of the expected transport date, providing more than enough time for them to resell their tickets which they probably already have done. The person I spoke to seemed uncaring but agreed to escalate my request to a manager. I eventually received a confirmation email but still no decision or contact since. I have paid money to them and have received no service, in fact their service is inaccessible to out of state residents, they have no partner service or alternative way for me to use the credit within a year other than to travel ***** hours from where I live to take a 38 minute train ride, and they still have 2 months to resell the seats. They decided to just keep my money for nothing in return. This is taking advantage of customers.

  Business Response

  Date: 05/06/2025

  Good afternoon, 

  Thank you for bringing this to our attention. We completely understand that plans change and modifications and/or cancelations need to be made. We always ensure to be transparent with our guest on our cancelation policies, upfront. I have confirmed that our Guest Connections team has received your inquiry and the refund was processed on 4/3/2025. At this time, no further action is required. For future travel, I have attached our cancelation policy and a sample of where it also highlight that policy during the booking flow. We sure hope we get to see you onboard real soon! 

   

  Customer Answer

  Date: 05/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* Trench

• Initial Complaint

  Date:03/13/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a "Trip" on Brightline with my family. I had to cancel the trip and was refunded the money to a Brightline Wallet. Which already I didn't understand why I was able to get my money back to my credit card. But I figured I eventually plan another trip. Yesterday I was looking at possibly taking a trip to ********* on the Brightline with my family and I realize my Brightline wallet is empty. I had approx. $130 of my own refunded money on my Brightline Wallet. I started doing some research and found that they implemented an expiration on what they call credits of 1 year. Essentially, my money that was refunded to me to a Brightline credit is now gone and taken by Brightline. I contacted Brightline spoke to a representative on the phone and she confirmed this. I asked to speak to a manager, no manager was available and she told me someone will contact me. ***** (the manager) contacted me today via email and basically said the same thing the representative on the phone told me. The refund of my money had an expiration date and it was now gone. Now I don't understand how this is legal in anyway. I understand if it was a credit provided by Brightline that was not actual money. But it is a refund from a trip I canceled, how can my money have an expiration date?Needles to say I will be contacting my lawyer.

  Business Response

  Date: 05/07/2025

  Good afternoon ******, 

  Thank you for reaching out to us. We understand how disappointing it can be to discover that your credits have expired, and we truly appreciate you bringing this to our attention. While our cancelation policy does not allow for direct refunds or reactivation of expired credits, we value you as a guest and want to ensure you have the opportunity to enjoy the experience you intended. As a courtesy and exception to our usual policy, we will be extending your expired credits for an additional 60 days. You should receive an email shortly confirming the new voucher code and total value of $186.42, outlining how to access and use your credits during this time.
  
  Were happy to make this accommodation for you, and we hope it gives you the chance to take full advantage of your remaining credits. Please dont hesitate to reach out if you have any further questions were here to help.

  Customer Answer

  Date: 05/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked my first experience with Brightline to go from ******* to ***** for a cruise. Departing March 9th and returning on the 15th. We boarded the train in ******* and were told once on board there was a delay due to signal issues. Then after almost an hour on the train we were told it was cancelled with no additional information given. The staff couldnt say if any future trains would be running that day or if they would even have any seats available on them. So we were left with no other option than to drive down to ***** in order to make the cruise. This not only caused a great deal of additional stress, fuel, tolls and parking but of course made it that our return ticket is also useless as we will have to drive back. I reached out on the 9th via email to request a refund and instead was just given a future credit for the cancelled leg of the journey. I was then replied to today the 11th of March being told that after checking with management my request for a refund was denied. There are currently two credits of $71.20 on my account despite our tickets costing us $249.20. They were booked as a return ticket not two one way tickets so if you are unable to get us to ***** the return is of no use to us. Since we had to drive ourselves to ***** it already cost us significantly more. You cancelled the train, we didnt miss it or change anything ourselves these were all your actions relating to not providing us with the carriage we bought from you. I have never used Brightline before and have no future travel plans that would need me to use you or to travel to South Florida. So a credit is of no use to me. I think the only reasonable action would be a full refund to my credit card especially since you cancelled the train! I am really surprised at how bad your customer service is the fact I am having to resort to BBB to resolve something I would have thought to be very simply and generally good customer service common sense.

  Business Response

  Date: 05/07/2025

  Good afternoon *****, 

  On behalf of the Brightline team, I would like to apologize that your train was delayed. While we are committed to providing the best on-time experience possible, there are sometimes situations outside of our control that negatively affect our train operations. I regret that your experience was disrupted and that we couldnt deliver you to your destination on time. We are pleased to inform you that your inquiry submitted through the Better Business Bureau has been fully reviewed and resolved. We are happy to share that a refund has been processed for your account. You can expect to see the refunded amount reflected within 3-5 business days, depending on your financial institutions processing times.
  
  We appreciate your patience throughout this process and hope this resolution meets your expectations. Should you have any further questions or need additional assistance, please dont hesitate to contact us directly at ****************************
  
  Thank you again for giving us the opportunity to make this right.

  Customer Answer

  Date: 05/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Got on train with a ********** knife we didnt know was in purse. Trying to go home and bright line security in ***** took it and refused to give me info on how to get it back or who to talk to. Refused to mail it. Bright line security did not catch it getting on the train. There should be a way for it to get mailed back to me as it is not our fault.

  Business Response

  Date: 03/11/2025

  Hello ***** *****, 

  
  We are sorry to hear that your ********** knife was confiscated at our *************. Safety of our guest will always be a priority when traveling on Brightline. Our Safety and Security team abides by a strict prohibited items policy and can either confiscate or deny boarding to any guest in breach of those terms. We understand that you are looking to reunite with the item, however all confiscated items are properly disposed of by end of day. We apologize for the inconvenience as we do not hold prohibited items in station. We have attached our Terms of Service and a sample of our ticket that includes the prohibited items as well. 

  At this time, we are unable to fulfil your request as mentioned, all confiscated items are disposed of. 

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 22942761
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:02/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trip Confirmation: 6IDRXQ Please see the attached photos. No shuttle bus never showed up to the airport. Left me stranded. Just trying to get a refund for my train toPalm Beach. I have sent emails, but no response was ever give me Put a mask on the left

  Business Response

  Date: 02/12/2025

  **** ******, 

   

  Brightline does have a shuttle that travels to and from the airport, that shuttle can be delayed dependent on traffic and other situations that might occur while in transit. 

  Brightline is not responsible to ensure our passengers arrives on time for their designated scheduled departure- the passenger must ensure their arrival to be within the proper time frame to board their trip safely.

  The communication sent to Brightline was directed to the email address that sends out confirmation, it did not go to an agent from our help center which is why no one replied- the improper channels of communication was used. 

  Missed trains result in a forfeited ticket for the seat was no longer available for sale within our inventory, when a guest knows they will miss their train, we suggest for them to contact the *** desk at the station so they are able to get rebooked onto the next departure at a discounted fee, or to contact our help center for assistance at least 30 minutes prior to the departure as it states on our website ***********************************************************************************************************************

  We apologize for your experience but we are unable to offer a refund at this time.

  Thank you kindly, 

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22920707
  
  I am rejecting this response because:

  I notified you a timely manner. If you intend not to offer me a refund, I will be challenging it with my credit card. **************** tends to favor the client.

  I will await your response and then proceed 

  
  Sincerely,
  
  **** ******

  Business Response

  Date: 03/11/2025

  Hi **** ******, 

  We understand that the outcome of the request is not what you had expected. Guest traveling to and from the airport would need to make arrangements to ensure that arrive in station on time for their departure. Although, we do offer an airport shuttle at an additional cost -  there are time it may not get you to your departure on time due to airport and city traffic. At this time, your missed train is considered a forfeited ticket. 

  We appreciate your patience and understanding. 

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22920707
  
  I am rejecting this response because:

  both are services you provide if they are not as scheduled I deserve a refund and have challenged this with ****************

  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:02/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday January 31st, I purchased a brightline train ticket from *************** to ***** roundtrip plus the cost of parking for a total of *****. The train was supposed to leave the station at 8:17am. However upon arrival to the station, the train was delayed indefinitely. I spoke to a Brightline employee at the station who directed me to guest services down stairs. I proceeded to talk to guest services who scanned my ticket and told me they would issue a refund for the roundtrip ticket plus parking due to the delay. I then proceeded to drive to ***** to ensure I made my 9:30am meeting on time. After a couple days I did not notice the credit in my Brightline account so reached out via email for help. I dont think I am being unreasonable considering one of their employees at the station promised a full credit. Instead, this was their response: Please bare in mind that as this was a force majeure event and without notice, Brightline may cancel, terminate, divert, postpone, delay any train or the right of carriage without liability. While we understand that a refund to the original form of payment is being requested, we are unable to fulfil your request.The company did issue credit in the amount of ***** which was 50% of my return trip and the parking. Still more than $30 less than I spent for a trip I never took. I am seeking assistance given the discrepancy in their employees offering me a refund then claiming Im not entitled to anything for a trip I never took. Completely unreasonable to have to wait at a train station for a train delayed indefinitely then not receive a full refund.

  Business Response

  Date: 02/12/2025

  ******* ********, 

  Full review of internal conversation was conducted from both the customer service team and our stations teammates. No promises of a full refund was ever provided in reference to the delay that occurred on January 31st, 2025. We understand that your trip was affected by the delay and we do apologize for your experience. I have attached screen shots to our websites terms and services where it states Brightline is not liable for situations that happen along the corridor which are outside of our control, that information can also be viewed on our website *********************************************************.

  As compensation courtesy delay credits were placed onto your account dependent on the length of the delay and the total amount paid. 

  No further compensation will be offered at this time for we are in accordance with our delay and cancelation policies. 

   

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22915658
  
  I am rejecting this response because: I spoke with guest services on the date of the delayed train who ensured me I would be given a credit for my trip.  I am not asking for cash back, simply credit for the journey never taken.  I would ask that they review the camera footage of the lobby or discuss with the guest services employees at the *************** Brightline station.  I relied on the employees of Brightline which are not in line with the responses currently received.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:01/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Brightline **************** Team,I am writing to formally request compensation for the disruption of my journey with Brightline on December 28, 2024. Unfortunately, the train I was scheduled to take was unable to operate as planned, and I was transferred to a bus. This unexpected change caused me significant discomfort, as I suffer from *************** when traveling by bus.I chose Brightline specifically for its reliable and comfortable train service. The failure to provide the promised service not only disrupted my travel plans but also negatively affected my physical well-being. Furthermore, I was made aware that the train scheduled just before mine was involved in a serious accident. This information deeply unsettled me, as I realized that, had I departed earlier, I might have been directly impacted by this tragic event. This has left me feeling shaken and anxious about the experience as a whole.Please note that I do not accept compensation in the form of credit to my Brightline account, as I am a tourist and will not have the opportunity to use your services again. I kindly request a direct refund or an alternative form of compensation.Below are my travel details for your reference:Name: ****** **** Contact Number: ************ Email: ***************** Ticket Number: 7DZWDH Thank you for your attention to this matter. I look forward to your prompt ************* regards,Shuwen ****

  Business Response

  Date: 01/28/2025

  Hello Shuwen ****,

  
  First and foremost, we apologize for the inconvenience caused by our service disruption. We understand your time is valuable and we couldnt get you to your destination on time. We have confirmed that on 12/28/2024, a full refund in the value of $297.00 was issued to the original form of payment. We have also found that on 1/17/2025, you had reached out to our Guest Connections team, which they responded to your inquiry confirming that the refund was processed on 12/28/2024 and to please get in contact with the cards banking institution for the credit receipt. 

  We surely hope this clarifies any confusion and we hope to see you back onboard soon! 

  Customer Answer

  Date: 02/11/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Shuwen ****

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 3 one-way tickets on a Brightline train from ***** to **** totaling $117. The date of travel was scheduled for December 3, 2024 at 5:45 pm. All 3 of us arrived at the station well ahead of time, scanned in our tickets and then were told via announcement that our train was canceled. We had to get back to **** so left the station (there was a line out the door waiting for customer service at the station of travelers as you could imagine trying to get a refund or credit back for their canceled trip). We took an **** which then cost us an additional $220 that evening. I called Brightline customer service the next day and was assured that I would receive a credit within 24 hours to my account covering the 3 tickets. 72 hours later, I received a credit for $58 NOT $117 as promised. I emailed customer service and was told that I would not be receiving any more money back even though Brightline canceled the train.

  Business Response

  Date: 12/13/2024

  Hello ********, 

  Thanks for sharing your experience with us and on behalf of the Brightline team, I would like to apologize that your train was canceled/delayed. 
  While we are committed to providing the best on-time experience possible, there are sometimes situations outside of our control that negatively affect our train operations. I regret that your experience was disrupted and that we couldnt deliver you to your destination on time. After further review of your ticket RUHR4C, I see that we were able to issue a full refund to your card as a one-time courtesy. We surely hope that we see you onboard soon and if there's anything that we may assist, please let us know. 

  At this time, your case has been resolved through our Guest Connections Team. 

• Initial Complaint

  Date:12/01/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 19 we took the train to ***** we only made it halfway before an incident caused the train to stop indefinitely at ******** we had to exit the train and catch an **** the rest of the way. Brightline refuses to refund the ticket price (2) to us the couldnt complete the service and just want to isssue a credit of 5.00 this is unacceptable as the transportation was not provided a Refund should be required

  Business Response

  Date: 12/25/2024

  Hey ***, 

  
  Thank for sharing your experience with us and we apologize for the inconvenience caused by our service disruption. We understand your time is valuable and we couldnt get you to your destination on time. All guests booked on a train canceled or delayed greater than 30 minutes receive compensation credits to use towards future travel. After further review, you were issued a total of $10 Brightline credits to your Brightline account.  However, I understand that you are from out of state and the credits will not be of use to you. We have processed a one-time courtesy refund to your card and have deactivated the credits, per your request.  Please allow 3-5 business days for the refund to reflect. We appreciate you providing the opportunity to make this right.

  We appreciate your understanding and we hope to see you onboard soon! 

  
  

  Customer Answer

  Date: 12/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:12/01/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a trip from ******* to ***** for the date of 12/25/2024 on 11/13/2024. I cancelled the trip as was not given an option for a refund. i was only given a credit with a a 1 year expiration on it. i needed this to be refunded back to my original payment. i called customer service and they denied the refund.

  Business Response

  Date: 12/25/2024

  Hi *******, 

  We appreciate you bringing this to our attention as we don't have any correspondence from you regarding this matter. We have reviewed your claim and it is correct that Brightline issues refunds in the form of a Brightline credit and is available to use for travel up to a year from the date it was issued. After further review, we found that the credit of $258 has been used on the same date you canceled (12/01/2024) to rebook the trip with a promo code. As the credits have been used, a refund back to the card cannot be issued. At this time, you have a remaining value of $80 credits in your Brightline account and will expire by 12/01/2025. We hope that this clarifies any confusion and hope to see you onboard soon!