thetrainline.com rip off

dan_essex

thanks for sharing this with us, and please let us know how you get on. I haven't used Trainline.com, and i doubt i ever will now

LinasPilibaitisisbatman

I will bet it wasnt 2 hours at booking and the OP didnt read about this and turned up far too late to collect the tickets and made up a story to get his money back.

The website bars what he claims happened and I reckon its more likely he cocked up and is passing the buck.

glasgowseller

LinasPilibaitisisbatman wrote: »

I will bet it wasnt 2 hours at booking and the OP didnt read about this and turned up far too late to collect the tickets and made up a story to get his money back.

The website bars what he claims happened and I reckon its more likely he cocked up and is passing the buck.

If I WAS passing the buck why would I bother making a fuss on here

thetrainline_company_representative

Hi
I’m from thetrainline.com and thought I’d set the record straight on what’s happened with this booking, based on our records.
Glasgowseller booked his ticket at 15.53 on 26 June for the 17.59 service.
At thetrainline.com you cannot book tickets for trains departing in two hours or less, but this journey was two hours and six minutes after the booking which is why we processed it.
During the booking process a customer has to confirm they’ve read our terms and conditions which clearly state our refund conditions. Also, during the booking process, before payment details have been entered, the customers see the ‘Ticket on Departure’ option and the terms related to that, which clearly state that tickets will be available to collect two hours after booking.
In this instant the customer would have been cutting it fine to collect his tickets and board the train, but it could have been done and would have been possible if he arrived at the TOD machine two hours after booking.
We’re sorry that Glasgowseller didn’t have a good experience with us but hope that now he knows he could have collected his tickets and boarded his train, he/she will come back to try again.

Rebecca

dan_essex

thetrainline wrote: »

Hi
I’m from thetrainline.com and thought I’d set the record straight on what’s happened with this booking, based on our records.
Glasgowseller booked his ticket at 15.53 on 26 June for the 17.59 service.
At thetrainline.com you cannot book tickets for trains departing in two hours or less, but this journey was two hours and six minutes after the booking which is why we processed it.
During the booking process a customer has to confirm they’ve read our terms and conditions which clearly state our refund conditions. Also, during the booking process, before payment details have been entered, the customers see the ‘Ticket on Departure’ option and the terms related to that, which clearly state that tickets will be available to collect two hours after booking.
In this instant the customer would have been cutting it fine to collect his tickets and board the train, but it could have been done and would have been possible if he arrived at the TOD machine two hours after booking.
We’re sorry that Glasgowseller didn’t have a good experience with us but hope that now he knows he could have collected his tickets and boarded his train, he/she will come back to try again.

Rebecca

How on earch can you justify charging £10 to cancell a ticket??

dzug1

dan_essex wrote: »

How on earch can you justify charging £10 to cancell a ticket??

Ask the DfT who set the rules. Until last year it was (for certain types of ticket) no refund at all.

Livingthedream

thetrainline wrote: »

Hi
I’m from thetrainline.com and thought I’d set the record straight on what’s happened with this booking, based on our records.
Glasgowseller booked his ticket at 15.53 on 26 June for the 17.59 service.
At thetrainline.com you cannot book tickets for trains departing in two hours or less, but this journey was two hours and six minutes after the booking which is why we processed it.
During the booking process a customer has to confirm they’ve read our terms and conditions which clearly state our refund conditions. Also, during the booking process, before payment details have been entered, the customers see the ‘Ticket on Departure’ option and the terms related to that, which clearly state that tickets will be available to collect two hours after booking.
In this instant the customer would have been cutting it fine to collect his tickets and board the train, but it could have been done and would have been possible if he arrived at the TOD machine two hours after booking.
We’re sorry that Glasgowseller didn’t have a good experience with us but hope that now he knows he could have collected his tickets and boarded his train, he/she will come back to try again.

Rebecca

Thanx Rebecca and Welcome, however, as a Company Rep you need to go thru the correct channels.

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glasgowseller

thetrainline wrote: »

Hi
I’m from thetrainline.com and thought I’d set the record straight on what’s happened with this booking, based on our records.
Glasgowseller booked his ticket at 15.53 on 26 June for the 17.59 service.
At thetrainline.com you cannot book tickets for trains departing in two hours or less, but this journey was two hours and six minutes after the booking which is why we processed it.
During the booking process a customer has to confirm they’ve read our terms and conditions which clearly state our refund conditions. Also, during the booking process, before payment details have been entered, the customers see the ‘Ticket on Departure’ option and the terms related to that, which clearly state that tickets will be available to collect two hours after booking.
In this instant the customer would have been cutting it fine to collect his tickets and board the train, but it could have been done and would have been possible if he arrived at the TOD machine two hours after booking.
We’re sorry that Glasgowseller didn’t have a good experience with us but hope that now he knows he could have collected his tickets and boarded his train, he/she will come back to try again.

Rebecca

Dear Rebecca(from the trainline.com)
I appreciate your comment and it does make sense on paper that the error was on my part. However, if you check with the departing station you will find that the 'Ticket on Departure' option wasn't available to me as the machine had been vandalised and therefore removed.That being the case,I couldn't have collected my tickets that way even if it was within the timescale. So, I'd hope that considering these circumstances trainline.com would give me a full refund as a gesture of goodwill as I was actually never going to be able to get the tickets for that journey.