KOLEO

I was in Poland traveling with my 70 year old mother trying to give her the trip she has always wanted. I booked a ticket from Warsaw to Krakow and at the end of booking I was asked if I wanted to upgrade to first class. I figured the price was reasonable and I wanted my mother to be comfortable for this 3 hour train ride. It wasn’t until after the tickets were purchased that they said “no seat guaranteed”. I figured that meant 1st class was general seating in that particular sector. When we arrived at the train we tried to sit in first class and we were told we didn’t have a seat. Puzzled, we moved to another seat that said “free” and were quickly told that was reserved. Long story short, the train employees told us that they often over sell tickets for those who don’t mind standing for the trip. I asked what I paid for then when I upgraded to “1st class”. They told me to take it up with Koleo. Koleo quickly denied responsibility and ignored my complaints of my 70 year old mother having to stand for 3 hours on a train. Koleo told me to take it up with PKP Intercity. I will never use Koleo again and you shouldn’t either. They will leave you without a seat and without a care at all about your trip! I stand by this review now more than before due to the incredibly poor customer service I have received from Koleo, including this defensive response from them which shows no intent of ratifying the situation, doing right by the customer, no empathy, or acknowledgement of accountability. Just a deflecting, defensive response. If you’re reading this, just use the PKP app, it’s easy to use, it’s official, and it didn’t leave my 71 year old mother standing for 3 hours like KOLEO did!

Buggiest app I’ve ever used gives me errors nearly every time on various pages. I’ve tried logging in/out, reinstalling and nothing has changed it. I think the developers must have stopped supporting for latest IOS?