leapcard.ie Reviews 54

App showed I had 90 euros (which I had added and attempted to load on selected load location) but the card continued to show I had a balance of 4 euros. Called helpline, simply dreadful attitude from the agent, could not really be bothered at all to help and was actually sighing, and asked me 'what do you want me to do, system shows that's it's working fine'. I eventually just hung up, probably my worst conversation with a helpline ever!

Dreadful application process.

Rude & unhelpful customer service

I rang customer care because I lost my leapcard. It is not registered but has auto top up activated on it. I have at the same time lost my debit card, which I have cancelled with my bank. I rang leap card customer care to be reassured that no one could auto top up. It is already annoying that I had just topped up 30 euro! After a long delay, someone answered on a very bad phone line. I could barely hear her and asked her to repeat. She seemed to take offence and spoke to me as if I was a bold child. This person also has a very strong, foreign accent. This is not a problem, once someone is kind, patient and helpful. This woman was none of the above. She really should not be answering phones in customer care. If she is going to treat customers so badly. I said goodbye and hung up in frustration. I cannot find from the website how to complain ABOUT someone in customer care. Only in Ireland!

App never works website is terrible why do we even need this, why can't we just tap on to the bus!!!!

Bought €100 top-up on their website 11th of June. 31 hours later my balance still hadn't topped up. When I rang they said I had to wait a full 48 hours and so weren't interested in my complaint. Another 2 days later still no top-up, sent them an email and got a case number which they closed 2 days later saying the matter was resolved, but I still had no refund or top-up. Rang on the 1st of July, got another case number and was told matter would be escalated and I would get a refund in 3 days. Rang on the 4th of July, got yet another case number and was told matter would be escalated and I would get a refund in 3 days. Now on the 9th of July on another call I am told they do nothing about issues with Top-ups from the web as they will be refunded by their systems after 21 working days so they basically ignore these issues and I will get my refund at some stage.

If it was possible to give no stars I would. Unfortunately lost my personalised leap card. Contacted customer services via phone. Useless as they had no idea of how to notify tax saver and identify my account having provided all accurate information. Two months later I received an email from them asking if they could assist me getting a new one. Comical

Leapcard app basically doesn't work. But worse than that, attempt to top up takes funds from bank account but doesn't top up. Impossible to get refund, no response from their Customer "Care" in 3 weeks. How can they get away with taking money from people like this?

My husband and I usually travel twice a year to Dublin, Ireland. Due to our frequent use of tram, dart or similar, we buy leap visitor cards that are valid for a week. To be packed for our trip, we ordered them a few weeks in advance of our trip, respectively. Last year we had booked a trip in early December and in October my husband submitted an order where we haven't received our cards with the mail as usual. As our trip was coming closer, we were concerned and reached out to customer service multiple times to check whether our cards were stuck in transit and if we could get replacements. However, all our attempts remained without any action until I took the fifth attempt via phone to get at least a refund. When we were in Dublin, we had to take a bus that wouldn't go with the leap visitor card since we couldn't even buy one in the shops at the terminals. All in all, I must say I've never been so disappointed by empty promises. Our case was escalated but still we never heard back after the refund and got any simple gesture of good will for the wait and for all the trouble we had. I expect a service with such an impact on traffic to be far more supportive instead of keeping customers in radio silence. Really poor experience.

OH WHAT IS WRONG WITH LEAP MANAGEMENT, these same issues as previously reportred are still rife within this supposed Customer Service Department. I could go on but if your reading this then you will see. Took me 2 hrs to eventually get through to someone with promisses of a refund (time will tell). The whole system is antiquated and looks to have been put together on the cheap and fails in every respect to enable the team to do anything in a resonable time span. Use 00353 1 9079425 as the phone number, and good luck. Wish I had read these reviews first. Now going to try and get the tickets when there. Totally painful and stressing if you have to contact them because your tickets dont arrive. How to get your trip off to a bad start. Not even worth 1 star. How to run your business into the ground.

Absolutely no customer service at all. A machine activated reply to two emails and then nothing.
No response to my complaints which caused me money. No-one from Customer service bother to reply. Leap Card should withdraw the word service. This is what happens when there is no competition.

Utterly bad. Don't even know where to start.
If I could give zero stars, this would be it.
- Customer service manned by incompetent staf.
- Loading credit, so easy for other systems, is a challenge, and we are pushed to use an app.
- That app is unreliable. I charged it, money was drawn, but the card remained empty.
- Called about it four times, the money would be sent back to my account. Still waiting for the money after 3 weeks.
- If you avoid this lousy app and charge on the website, you have to wait 2 weeks before you can use your credit. You need to waste time in a queue at Anpost to get it immediately.
- The customer service is manned by staf who speak lousy English, mostly unintelligibly, and who work in snail pace. They make you mention the details of the query at least 3 to 4 times before they get it, make you repeat the card number 20 times, and ask you all kind of irrelevant extra questions, like your full name, full address etc., as if you have the entire day (isn't card nr. enough? It's just a leap card, not a bank card).
- Frustrating to be dependent on this ramshackle non-service. It urgently needs some good competition.

The efficiency of their customer service staff is extremely bad. They said that they will reply to you up to 3 working days but they turned up replying you after 3 months!!!

I’ve been waiting for my refund for over 2 weeks and I had to call them 3 times (and be very insistent) to get the refund (also, I had to pay for the calls cause i’m from Italy). Don’t send them emails. Call them and be insistent instead and ask for the confirmation email, cause if not , you don’t have proof.

Useless and Non Existent Customer Support

18min on the phone with the vendor currently IrishRail has outsourced and received 0 support for a refund of a ticket due to the fact the exit points didn't work at Pearse station. Sent an email 0 response. Shocking .
If it was an option for -1 I would chose that.

Keeps its promises.
It is a little bit hard to find on the Airport, and the busses from the airport to the city are unfortunately not included. If you don’t mind walking and if you are just in the inner city, you don´t really need public transport at all. Otherwise, you get what you pay for and the card an easy way to do spontaneous trips around the city or to get into the heart of Dublin if your accommodation is a bit out of town.

How long does a fundamental issue in your service have to be there before you do anything about it!? You still cannot renew your card unless you keep changing your email addresses. That’s what an agent told me. So you cannot renew a card at all, instead you have to purchase a new one with a different email address. They don’t care even a single bit to fix it. It’s been happening MONTHS!

1) To replace my sons leapcard that just stopped working involved re-uploading all the same documents that were already on file for his first card, plus take a live photo again. Pointless.
2) Auto Top Up doesn't transfer to the replacement card! You have to login to set the whole thing up again, which is painful in itself. It takes about two weeks for them to deposit a small amount with a 'code' on it before you can do anything.
3) I wrote to them asking why the system is like this & nobody replied.
Whomever is in charge simply cannot do their job, so obvious what's wrong.

I cannot make sense of the create an account set up, it's utterly baffling, did anyone actually perform a user acceptance test? There is no logical intuitive flow... Its like some sort of soviet designed website from midc1990s....someone deserves a good kicking for this shambles.