Can someone help me complain please?!

jaggedthistle

Hi everyone,

I suck at English and am not very good at writing complaint letters, so if anyone can help me, I'd really really appreciate it!

Basically, what happened is:

I booked train tickets online on Sunday night at 22:00 from Inverness to Edinburgh Waverley on Thursday 27th May, returning on Sunday afternoon, again from Waverley to Inverness. I did receive the automatic email on Sunday night, but I assumed that everything was fine, so didn't bother opening it (I know - big mistake. One I won't ever make again!!). I went to the train station this evening to pick the tickets up and noticed that they'd printed the travelling date as Friday 28th May and the destination as Edinburgh Haymarket. As soon as I realised the mistake I phoned the customer service department. I was then told in an almost smug tone "well the website is not going to just change the date and destination by itself now, is it ma'am". This angered me further. I calmly explained again that I need to be in Edinburgh for Thursday evening so why would I book the tickets for Friday morning?? I was again told that the website would not just change details and why hadn't I checked the date before confirming the booking. At this point I asked to speak to a supervisor. After being on hold for 10 minutes I was connected. She repeated exactly what the customer service advisor had told me and that she could cancel the tickets for me and refund me the price of the tickets less a £10 admin fee. I asked why I had to pay the fee when it was their website that had made the mistake. I was then informed that because it was 2 days after booking, there was nothing she could do apart from follow the company guidelines. We continued to go round in circles for another 10 minutes before I finally had enough and gave in. She's now cancelled the tickets and is refunding me the price less the £10 admin fee. I'm really unhappy about this - should I complain or just take it on the chin??:mad:

Hintza

Take it on the chin, you didn't check your confirmation.

KeithP

OP, have you now looked at your confirmation?

Do the dates, times and destinations on the confirmation match those on the tickets?

If the email matches the tickets, then I think you have to accept responsibility for not notifying them earlier.

If the confirmation email has your intended details on it, i.e. different from that on the tickets, then fight it all the way.

HTH.

dzug1

You say the website made the mistake - are you sure you didn't? Not in not checking the e-mail, but in not double checking the details before you pressed BUY.


It will be very difficult to prove you did, and without some evidence you will get nowhere.

tabskitten

your English seems fine to me

mrbadexample

It's surprisingly easy to do. I booked ferry tickets, thought I'd been really careful but got the month wrong. Fortunately, I did check the email and phoned them immediately, so they waived the £10 fee. Still cost me an extra £7.50 for the Friday ferry.

lesalanos

Hi,

Which website did you use and which train company did you use?

We will then look at the ways that you may get the fee reimbursed.

regards

king100

Personally take it on the chin.

You are getting your money back which is good.

Ask yourself this question.

How much is your personal time worth?

How long do you think it will take you to write a letter complaining.

Plus the cost of stamp and stationary.

Your £10 will soon become £0

redpete

jaggedthistle wrote: »

I asked why I had to pay the fee when it was their website that had made the mistake.

No, it was you that made the mistake by not checking carefully what you had entered into the booking form and then not checking at all what was in the confirmation email.

I'm really unhappy about this - should I complain or just take it on the chin??:mad:

on the chin.

jaggedthistle

redpete wrote: »

No, it was you that made the mistake by not checking carefully what you had entered into the booking form and then not checking at all what was in the confirmation email.



on the chin.

I did actually check the date and I got my sister who was sitting next to me to check it as well. I was extra careful about booking the correct date because I'm going to a wedding reception and I didn't want to book the wrong date and miss it.