Raileasy and picking up tickets.

jodenice

I have today purchased online a return ticket from London Bridge to Gatwick. I went through the company Raileasy who apparently are national rail accredited. They accepted my payment and charged me a booking fee but this was not too bad as at least they accepted Solo, unlike the train companies themselves.

What I have realised now however, is that London Bridge does not allow you to pick up your tickets via a ticket counter. You have to use the machines. To use the machines, I will have to use my original card. My original card is a solo card.... and the machines at London Bridge do not, apparently, accept them.

When I phoned National Rail, someone over a very crackley line suggested I just apply for a refund. When I explained that this would immediately cost me ten pounds he went away and didn’t come back.

How am I going to pick up my tickets to get to Gatwick for my holiday? Can anybody help me? Anyone at all?

Raileasy are not responding to emails and their registered email address for help bounces back as unknown.


I'm not sure what to do and feel an idiot now. Have I just lost this money. My bank say as the payment is point of sale they cannot recall it.

zenmaster

I would have thought (but do not know for sure) that the machines would accept your Solo card for verification even though it may not accept it for payment.

However, from their T & Cs (Raileasy)

4. In the event the ticket collection machines are not working, you should go to the ticket office. In the event there is no one at the ticket office, please phone the contact number on your confirmation email and you will be advised what to do. Some ticket collection machines are located in unmanned stations but they will have a contact number on them if the machine breaks down. If it is not possible to get your tickets, there is a good chance you will be charged again on the train. Raileasy will refund this as long as you can demonstrate you have arrived in time, gone to the ticket office if available and contacted our call centre. If you have a camera in your mobile, it will be very useful if you can take a picture of a closed ticket office, i.e there was no one there to assist you.

So

1. You could try phoning the contact number ASAP and ask them for advice.
2. It looks like you can go to the ticket office if the machine does not work
3. If you do have to pay again you will probably get a refund if you follow their conditions

Good luck.

jodenice

i should say that the ticket was easy to pick up, and it just read my solo card without using it, so no problems.

Would use again.

mrcol1000

For London Bridge to Gatwick I would have just gone to the station and brought them on the day. You should also have been able to buy them in advance from any railway station. You might have had to withdraw the money before paying for them though if they don't accept Solo. It seems crazy going through all this hassle and paying a booking fee when you can just get the tickets on the day. Its only worth buying them on-line if your buying long distance tickets which your get an on-line discount on or to check different trains to see which has the cheapest fare.

geordieracer

zenmaster wrote: »

I would have thought (but do not know for sure) that the machines would accept your Solo card for verification even though it may not accept it for payment.

However, from their T & Cs (Raileasy)



So

1. You could try phoning the contact number ASAP and ask them for advice.
2. It looks like you can go to the ticket office if the machine does not work
3. If you do have to pay again you will probably get a refund if you follow their conditions

Good luck.

Be aware that some TOCs cannot issue tickets at the window as they are not linked to the TOD system.

And if you fail to bring your card or reference you may have to purchase a new ticket and pay a £10 refund charge for not reading the full instructions.

Just like airlines.