Train to London - never again

50Twuncle

Yesterday - my wife and I went to London by train for a medical appointment for myself - never again

To start with, despite claims to the contrary - NONE of the websites gave me the cheapest fare - I discovered that, since we left during off peak and returned during peak times - it was cheapest to buy seperate tickets - and since we did not know what time we were returning - I could only pre-buy the outwards tickets.
The outwards journey was dirty (carriage full of litter) plus the toilet on board was disgusting (urine soaked floor - NO WATER in the basin tap and the smell !!) -

Then (3 Hours later) when we came to buy the return tickets, at the machine (Waterloo) - we punched in the destination and time - it said "Put in card" it then hung for 2 minutes - before saying "remove card" which we did - then waited for the tickets - none emerged - The machine then said "put in card" again - which we did not want to do - for fear of being double charged
We went to the ticket office and informed them - and were told that "If no tickets emerged, we would not be charged" - and that two single tickets cost £84 which we paid (had no choice)
So I am keeping a careful look at the bank account. expecting double charges
If we are charged twice - what is the complaints procedure ?
Rail company or bank ?

davidjwest

If you're charged twice then go to your bank and explain they should refund you and charge it back to the rail company. At least that's what would happen with the bank I am with.

alanrowell

21Twinkle wrote: »

To start with, despite claims to the contrary - NONE of the websites gave me the cheapest fare - I discovered that, since we left during off peak and returned during peak times - it was cheapest to buy seperate tickets - and since we did not know what time we were returning - I could only pre-buy the outwards tickets.

You could have bought either an anytime return or off-peak return, either of which could have allowed you to return on any train that day.
Even if you bought single tickets there's nothing stopping you buying the return leg in advance - just don't select one whose conditions require a specific return time. You may have to select a specific time but that's because of the programming & would also give you a free seat reservation.

50Twuncle

seats cannot be reserved any longer (according to my local ticket office)

50Twuncle

Seats cannot be reserved any longer (according to my local ticket office)

Mankysteve

try driving into central london.

Been to london several times by train and always found the journey very pleasant. I'm fidgety person so i appreciate being able to stretch my legs

which train provider was it?

Yes unfortunately to get the cheapest ticket you need to book advanced trains, buts that's just the way it works.

wealdroam

21Twinkle wrote: »

seats cannot be reserved any longer (according to my local ticket office)

I am sure your local ticket office only said that in relation to the ticket you were intending to buy.

South West Trains do not do seat reservations on any route.

When you were inquiring earlier this month people started giving advice.
When you started calling it all 'a con', that source of advice dried up.

If you had pursued your disabled railcard enquiry, the cost of that card would've easily been recovered on this one single journey... even if you had paid full price for the card.

Go and complain to the train company about the state of your train.

There is no peak time during the afternoon on your route.

Livingthedream

Keep an eye on your Bank account and complain to your Bank if your charged twice, as to the rest of your complaint, write a letter to the address* below enclosing all rail tickets stating all your complaints. Once the customer services team have passed it around the office for a good laugh, they might** find in your favour and give you a goodwill gesture.

Customer Relations
South West Trains
Overline House
Southampton
SO15 1GW

* I think it's SW trains that you travelled on (in Deepest Darkest Somerset to London), if not let us know which train company please.
** I use the word 'might' very loosely, but you have nothing to lose with sending your letter of complaint to SW Trains.

dzug1

21Twinkle wrote: »

- and since we did not know what time we were returning - I could only pre-buy the outwards tickets.

That's rubbish. You don't need to know the time you are returning to buy a ticket - you can buy one that is valid on any train

and I note someone else has commented:

When you were inquiring earlier this month people started giving advice.
When you started calling it all 'a con', that source of advice dried up.

It seems that part of the problem (in relation to the tickets) is that you didn't understand what you were doing and didn't give enough information for anyone to offer more than vague help. Which you obviously didn't take on board anyway

I suspect that you would have been better off buying an off peak day return (my guess is around £47 each if your singles were £42) but as you don't say where you started from I can't be precise) That is valid on any train TO Waterloo after the morning peak and return on ANY train the same day. You don't have to specify in advance what trains you are going to travel on - and indeed can buy it at the same price at the station booking office on the day of travel so you don't have to cope with confusing web sites. I am sure most of them would have offered you the off peak day return option anyway. Well all of them really.

Stigy

dzug1 wrote: »

That's rubbish. You don't need to know the time you are returning to buy a ticket - you can buy one that is valid on any train

Unless being quoted for a Super Off-Peak ticket, as you're unable to leave London Waterloo between 1600hrs and 1900hrs on this ticket...

livingthedream, yes you are correct, as only SWT run services out of Waterloo, assuming it's Waterloo main and not east. (seeing as how Somerset is mentioned, that erradicates Waterloo East obviously, lol)

50Twuncle

It was Waterloo and we left at about 5pm - so no cheap fares !!
Singles cost £21 outwards and £42 home
The problem was that - if we had pre-booked an open return fare - it would have cost £84 each - as opposed to the £63 that we paid