TheTrainline.com sold me a ticket for a service that did not exist!

Gleeful

Just bought a train ticket online, had to call customer services for a problem with seating reservations. Guy on the line then tells me the train I have booked is not running due to engineering works. So the website was quite happy to sell me a ticket valid only for that train, that did not exist. Are they allowed to do this?

DVardysShadow

Effectively, they have made a mistake. There is no law against making mistakes of this sort. What is important is that they put the mistake right.

KeithP

No of course they're not.

Do you not think that perhaps they made a mistake? People make mistakes all the time.

Have they given a refund?

UK2010

Gleeful wrote: »

Just bought a train ticket online, had to call customer services for a problem with seating reservations. Guy on the line then tells me the train I have booked is not running due to engineering works. So the website was quite happy to sell me a ticket valid only for that train, that did not exist. Are they allowed to do this?

Well it's not really a train that doesn't exist is it! Obviously the engineering works are only temporary and the train otherwise exists. They've obviously not thought of checking to see if the engineering effects anything on the website. If you've get a refund which I bet you do I don't see your problem?

Why do we always have to have "are they allowed to do this?" all over this part of the forum when all that really matters is did you get your money back!

jonnyd281

Is there a replacement bus service running instead?

scubaangel

Usually the trains when cancelled are replaced by a bus service, can you see on the national rail site if there is any indication of that having been the case?Generally shown by a 'bus' symbol next to the affected journey leg (and ridiculously long journey time).

If there's no replacement service then I would imagine they can't really argue about giving you a refund

Gleeful

There was no replacement service. They said I had to call back in 2 hours for a refund. I have changed my travel time so I am booked on a different train now. It was just really annoying that their website is clearly not in sync with their engineering works. I'm just glad I found out about it now and not when I was at the station trying to get on the train. Their customer services leave a lot to be desired!

epatolles

UK2010 wrote: »

Why do we always have to have "are they allowed to do this?" all over this part of the forum when all that really matters is did you get your money back!

because we're the compensation nation? lol

KeithP

Gleeful wrote: »

Their customer services leave a lot to be desired!

This is probably an suitable time to (rhetorically) ask why you are buying tickets from thetrainline?

If you buy your tickets from a train operating company you can avoid thetrainline's fees.
And in some cases the train operator will offer a discount on their own tickets.

glider3560

Slightly off topic from your question, but I bet you paid a booking fee/delivery fee/credit card fee when you booked through The Train Line.

You do know that you won't have to pay these and can get tickets for the same price from a train company's own website?

wealdroam

glider3560 wrote: »

Slightly off topic from your question, but I bet you paid a booking fee/delivery fee/credit card fee when you booked through The Train Line.

You do know that you won't have to pay these and can get tickets for the same price from a train company's own website?

Glider, did you read the post just before yours?