Trainline Complaints

atencorps

Can anyone give me advice on who to contact or how to go about it to resolve the following issue ?.

I had book a trainline ticket online and even received the email confirmation with the code.

I went to the trainstation and entered my card into the machine "first step is enter card into machine for verification process".

When entered card in the machine it told me that card not recognized. I went to the kiosk and the guy said the ticket had already been collected. I then phoned the trainline and spoke to a lady who seemed to be in Bombay who said nothing could be done.

So I had not ticket that I had paid 80 pounds for and as a result had to buy another ticket. Who do I contact ?

is it trading standard or who regulates the trainline ?


Thanks

littlesnuggy

For future reference, the card reader always says 'card not recognised' and you then go on to input the reservation number on the touchscreen - the instructions tell you to do so. Despite what it says it actually does recognise the card, as I tried once with a different card and it didn't work.

I expect because you effectively got halfway through the collection, to the ticket office clerk it looked like you had collected the tickets.

thescouselander

The trinline are a bunch of cowboys and cause no end of problems. If you payed by credit card perhaps your credit card provider will help you out as you can get them to get your money back because your tickets weren't supplied.

spadge_2356

I know its an old thread but I'm putting in my opinion anyway!

Booked with trainline in april to go away on a city break for two days to cardiff from 2nd returning on the 4th. Got the tickets in the post and didnt think to check the tickets until the week we went away. They had sent me the wrong tickets leaving on 3rd, returning on the 4th!

I was furious I was sent the wrong tickets. Got through to India spoke to a supervisor and sure enough they told me this was my error and whatever tickets I got was a result of what I requested on the website.

Had to pay the trainline an extra £24 to make sure this didnt spoil my wife's birthday, and the only refund they offered me was a £4 refund ONLY if posted the redundant ticket back to them (which is going to cost me to post!).

They are going to have a lovely complaint letter from me, I'll never use them again, and if I don't get my £4 they are going to get more letters and calls from me!

......ahhh rant over!

Livingthedream

spadge_2356 wrote: »

......ahhh rant over!

A valid rant, that's why people should avoid trainline.con and book direct with the relevent Train company; no booking fees, better customer services and you can get online discounts for tickets.

Good luck with your complaint, hopefully trainline might send you some extra travel vouchers, but I wouldn't hold my breath.

Livingthedream

Spadge, you could also send a letter of complaint to Passenger focus, who could give the trainline the 'kick up the bum' they need to sort out your problem and give you an appropriate refund, not going to guarantee it will work but it will only cost you time as it's a freepost address. Don't forget to enclose photocopies of all tickets, emails and correspondents with the trainline.

Passenger Focus
FREEPOST (RRRE-ETTC-LEET)
PO BOX 4257
Manchester
M60 3AR

SARAHMCR

I was travelling to Manchester and booked my tickets on trainline.com I received confirmation and went to the station to pick them up on the day of travel. I couldn't find a ticket machine to put my credit card into so one of the station members of staff found one that wasn't broken or being repaired. The member of staff duly helped me with the process and put in my credit card, entered the reference number and the display on screen read 'Reference not recognised' or something similar, so the station member of staff then tried again and got the same message again. He then gave me an official note saying that I was unable to pick-up my tickets, and the note would act as a pass to get me to Manchester. When I arrived I contacted Trainline.com and told them what happened and included the note from the Banbury station and all I've received so far from them is a message saying 'the tickets from your end have already been picked up'. Thanks to someone's comments on this forum earlier, I will be contacting Passenger Focus to log a formal complaint against the thetrainline.com as I had to pay for my return trip meaning I am now out of pocket by £48 with no recourse, so far, for getting a refund. If I had visited this forum before I bought the tickets from the thetrainline.com I would never have gone ahead with the purchase in the first place.:(

dggar

SARAHMCR wrote: »

I was travelling to Manchester and booked my tickets on trainline.com I received confirmation and went to the station to pick them up on the day of travel. I couldn't find a ticket machine to put my credit card into so one of the station members of staff found one that wasn't broken or being repaired. The member of staff duly helped me with the process and put in my credit card, entered the reference number and the display on screen read 'Reference not recognised' or something similar, so the station member of staff then tried again and got the same message again. He then gave me an official note saying that I was unable to pick-up my tickets, and the note would act as a pass to get me to Manchester. When I arrived I contacted Trainline.com and told them what happened and included the note from the Banbury station and all I've received so far from them is a message saying 'the tickets from your end have already been picked up'. Thanks to someone's comments on this forum earlier, I will be contacting Passenger Focus to log a formal complaint against the thetrainline.com as I had to pay for my return trip meaning I am now out of pocket by £48 with no recourse, so far, for getting a refund. If I had visited this forum before I bought the tickets from the thetrainline.com I would never have gone ahead with the purchase in the first place.:(

I cannot understand why anybody uses Thetrainline. They charge a booking fee.

Far better to get tickets from the Train Operating Company (TOC) website.

tjtops

This time about senior railcards.....although they apply the discount to travel 'tickets'....they DON'T apply it to (London) travelcards -- as i have just discovered to my cost. Be warned!

katelaura

I am currenlty trying to log a complaint with the train line for putting the wrong dates on my ticket so i couldn't use it (I didn't notice this until the date of travel so had to pay more than double the original amount to travel)

I have called and emailed and asked for a phone number for customer relations who deal with complaints. the only answer I ever get is to email them. Currenly I've emailed three times over 12 days and had no reply until today which says:

"it is strange we haven't had anything since you say you've sent stuff" and "we will not refund the costs though"

I hadn't asked for a refund just to log a complaint; apparently this is too much to ask.

Seriously it's the worst email I've ever seen - sounds like they're hiring 12 years old to work for the customer relations.

agrinnall

Was this a ticket for travel on (I think) Southern Rail? If so there are other threads reporting an issue with dates on their tickets, although I don't remember seeing any definitive resolution.

Edited to add: yes it is Southern, although this thread was referring to season tickets https://forums.moneysavingexpert.com/discussion/4409845