Transport for London (TfL) plans to introduce a new app for hiring Santander Cycles in response to user complaints about the existing app. Users have reported issues such as frequent logouts, failure to store payment details, and regular crashes. More than half of Santander Cycle hires occur through the app, but recent IT issues have rendered over 12,000 bikes unusable due to failed software updates. Complaints highlight poor service experience, especially during faulty bike rentals, and difficulties in contacting TfL for support.
Transport for London (TfL) announced plans to launch a new app for hiring Santander Cycles next year due to user complaints about current app issues.
Many customers report the app logs them out frequently, fails to store payment details, crashes often, and lacks compatibility with Apple Pay.
There are serious concerns over the maintenance of e-bikes, with users stating that seeking refunds is cumbersome, requiring phone calls or emails during commutes.
TfL confirmed they have a call centre and a broken bike reporting system in place, which includes a red 'spanner' button at docking stations.
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