tfwm.org.uk Omdömen 18

Terrible organisation. Took our links on Devonshire Rd and St Pauls Rd in Smethwick off to Bearwood, QE, Warley Woods, Galton Bridge, and Queens Head for Aquatics Centre and we also cannot access other buses to Bearwood and Oldbury and told many up hill to walk 15-20mins (in a dodgy area) or change bus making journeys longer so we now have to go by car and taxi. No care for local bus links or for olderly and disabled people who they expect to walk more. Never consult on any bus changes so locals are left confused. They should be totally be disbanded

It is a very poor,appalling service!! They are quick at taking money from our cards but deliver poor sevices. Their poor system costs me double !!i have 2 children who use their swift cards on so many occassions when the cards are topped up the swift collector does not update them its always saying "try again" or there are issues going on,then i have to device other ways of getting my children to school either pay on the bus by cash or card or they leg it yet i have paid a weekly pass ..This has made my childrdn late on so many occasions as the bus drivers wont let them on the bus even with proof of purchase .this has resulted into them getting detentions at school.
The swift customer service lines open at 9Am and it wont take less than 30 to 45minutes before you speak to someone and most of them are very rude!!!...Often say theres nothing they can do if i want i should change to a different provider..I'm considering that.
The pain is if their sevices are not working and you spend double they don't even compasate your lost days.if my children walked to school how do i get a reciept for that?? If it finally works in the evening what about in the morning when the service was needed??
This has been going on for a very long time and nothing has been done to inprove the service.

Appalling customer service and no refunds or resolution on mistakes made by the company! Will need to take it up with the bank.

Worst swift card service and terms. Lost cards take 10days to replace. They do not refund money when you pay daily to travel whilst it’s being sent out, even though monthly direct debits are being paid - paying twice! They do not offer a QR/electronic card to avoid lost cards - it’s 2026! Avoid using their swift card service.

20662 YY75 thos bus was meant to go to dudley as it says on the bus and he says to us it's going to black Heath and he decided since we didn't need to go to Blackheath and kicks us off the bus im still lost and I think he deserves to lose his job

Bus was 20662 YY75 KTA time we got on the bus was 3:09. From dudley, we caught the 12A, driver was taking us a completely different route. When he stopped we asked where the bus was taking us, he told us rowley regis. We asked why. He then denied he changed the number of bus and told everyone to get off the bus.

Ok so me and my mates got on a 12a in dudley 20662 YY75 KYA diomand bus it was taking us a ramdom route so we asked the driver are we going to olbury interchange it said it on the bus he said no it going Blackheath then he changed it to ether 215 or 216 I forgot I asked can you take us where it says becuase other people on the bus wanted to go olbury two mintues later he stops and tells us all to get off for no reason

I paid for my West Midlands Swift Card on January 7, and more than 2 weeks later the card is still nowhere to be found, which is completely unacceptable. When I finally called their customer‑service team, the only response I got was to “call Royal Mail,” as if the delivery company could magically sort out a problem that West Midlands themselves created – after all, they are the sender, not I, the receiver. To make matters worse, I was given no tracking details and no way to access a business account that might shed light on where the card vanished, leaving me stuck in a bureaucratic nightmare with no real help. Their process feels deliberately designed to push responsibility onto a third party, rather than taking ownership of the failure to deliver a product that was paid for in full. According to their own terms and conditions, under the liability clause, the cardholder is supposed to be protected and the company is liable for non‑delivery – yet they have utterly ignored that duty. In short, West Midlands Swift Card’s service is a dismal example of how not to treat paying customers. This should stop offering this product if they cant fullfilled on time, worst and stupid company.

Copy of your SAR request to Transport for West Midlands (TfWM)D.

Thank you for using the ICO's subject access request service. Your Subject Access Request (SAR) has been sent to Transport for West Midlands (TfWM) and is copied below.

Name of organisation: Transport for West Midlands (TfWM)

Organisation email address: Information.officerhatwmca.org.uk.

Details of the personal information:
I want All communications from Travel for West Midlands and all third parties including all Government Agency's, NHS and all Medical Practitioners regardining their offer to re-apply for my Disabled Persons Travel Pass for West Midlands. From Sunday 09-Novcember 2025 to Monday 12-January 2026.

Time period:
Sunday 09-Novcember 2025 to Monday 12-January 2026.

Reason for requesting this information:
Current Disabled Travel Pass has now expired on Sunday 11 January 2026 with no replacement Disabled Travel Pass Issued.

Other details that will help the organisation find the information:

As nine weeks as passed since i was asked to re-apply for my Disabled Travel Pass, with no update from Transport for West Midlands Centro.

On Jan 7 2026 at 5.14 pm wrote:

Hello, Can you give me an update on my re-application for my Disabled Persons Pass travel pass. Kind Regards.

Forwarded Message From Concessionary Applications concessionaryapplicationshattfwm.org.uk

Subject:
Thank you for Contacting Customer Services CRM-0210

Date Nov 9 2025, at 9.43 pm
To:

Thank you for submitting your application for a Disabled Persons Pass.

Your case reference number is 208 We will process your application as quickly as possible, but it can take up to 6 weeks. If we need additional information to support your application, we will be in touch to request it.

You can find information on how we'll process your application here. Please do not reply to this email address as it is not monitored by the team.

Kind regards,
Customer Service Team Transport for West Midlands

To view our privacy policy please visit tfwmDOTorgDOTuk/policies/privacy-and-cookies-policy/

Worst card system

Buses invariably late or just don’t show up. Cannot be relied upon

horrible website navigation, unclear instructions and minimal ability to make changes.

Awful awful service!
The dont answer emails, they don't know what they are doing
My son.is disabled and relied on public transport
I have requested a new pass 3 times sent numerous emails amd called only to be told to email or do the process on line AGAIN. It's no wonder the transport is useless when you can't even give them your money! Utterly shocking.

Whag a load of bull!! First I purchased a monthly ticket. Only tk be mislead that the pre 9.30am is for a return. You can't even buy the monthly ticket unless it's 5-7 days later, yet the money comes put your account. So your 5-7 days without a ticket and still have to pay additional to purchase a weekly one before that one arrives. I said i want to be reimbursed obviously, it took 3 different advisors to tell me the same thing that I COULD get my refund for the difference I paid for myself.
I rang days later and was told "no that's not true. You should not have been told that." I then made a complaint, was called from team leader Rachel who admitted the silly advisors were at fault and more training was needed. She said she would process my refund 2 weeks ago. I mean how long does it take.
I rang again, as I had an email in black and white from Sue and Mike telling me I would get paid today (Friday 6th June) ermmmms where is it? Rude older advisor on the phone speaking to me like I can't wait for my money "u will get it", that's not the only point. Why does it take 5 different advisors to tell me different things.
Bull....of a company. Don't use them. Disrespectful, no morals, work ethic, nothing.

Really disappointing experience trying to get a Swift card – I was trying to buy a monthly train season ticket and had no idea how the process worked. I called the TFWM helpline for help, but they told me I had to apply online, wait 7 days to receive a photo card before I could even buy the ticket. I explained I needed it urgently, and they advised me to go to Dudley Bus Station – only for us to find out it was closed for renovations. Completely misleading and a waste of time.

So we headed to Bilston Bus Station instead. Thankfully, we found a Swift machine there, which let me buy a weekly ticket, even though I was after a monthly one. We also spoke to a really kind lady at the paper shop inside the station – she genuinely tried to help and pointed us to the TFWM staff member nearby. Unfortunately, he was on the phone and not helpful at all. He simply told us that if we wanted a train ticket, we’d need to go to a train station.

So off we went again to Wolverhampton Train Station. At the information centre, the staff member there didn’t know much about Swift either but did mention that if I brought a passport-style photo, she could help me apply for the card in person.

In the end, we were misled by the TFWM helpline, Bilston Bus Station staff, and even the train station info centre. The only person who actually tried to help was the woman at the Bilston paper shop. Really poor service overall – we were sent around in circles for something that should be straightforward. We pay into this system and the very least we deserve is clear, accurate information, not confusion and wasted time.

Utterly utterly useless. They have a bike and escooter scheme that is designed to sole the last mile problem, but is so prohibitively expensive, it is cheaper to take the train.

And talking of trains, I live in Henley In Arden and I travel daily to Five Ways and back. Did you know there are over 10 different tickets types!!!???

This one for instance - Monthly DirectDebit nnetwork Zones 1-5 with BAND B ADD-ON - has the following description "Regional bus and tram travel, plus train travel within the specified Rail Zones and to a range of out of county stations". Does anyone at TFWM actually take public transport? Could you translate place? I take it as I live out of county, I have to pay an additional Band B addon to give me access to a range of out of county stations.... which range of stations?

Seriously, everyone I have spoken to about ticketing in and around Birmingham has said the same thing... it is a dogs dinner... an absolute shambles...

I fail to understand why this is so desperately difficult for the council to get under control.

The 21 misses out buses from 5.30 I’m disappointed as I pay monthly it’s not fair I have Wait another 35 minutes I’m going now to the mp