Train tickets lost in post

Jennikay

I pretty much always get my train tickets sent to the machines at the stations, but this time I was buying them for a friend who's coming to see me so I got them sent first class post directly to her.

Bought on 10/02 with a Visa CC, I rang up Southern on 23/02 to be told that it 'would be investigated' and to expect a call in a day or two, rang up today 28/02 to be told that it was Royal Mail's fault as far as they were concerned and not their problem, but it was still going to be investigated by the end of this week.

Mildly fed up of spending 10-15 mins on hold to an 0845 number (only other number given on sayno is an 0800 number which apparently costs the same from an o2 mobile!)

What are my rights at all? I understand train tickets aren't covered by DSRs, is my only hope getting compensation from RM? (Or hoping they miraculously turn up before the 12th - when she's travelling)


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wealdroam

You are right... DSRs do not cover train tickets.

But the supplier is responsible for getting the goods to you. Southern employed Royal Rail to deliver the ticket, so it is Southern who are responsible for the failure of their contractor. It is Southern's responsibility to chase Royal Mail.

Keep pushing them.

Maybe write a letter giving Southern 14 days to refund you and telling them what will happen if they don't... i.e. you will start the legal process.

Google letter before action for a sample letter.

Also have a read of the MCOL website.

glider3560

Southern are a pain in the a**e when it comes to tickets lost in the post. They even go as far as putting on their website that they won't be responsible for lost tickets unless you pay extra. As wealdroam says, they are responsible for getting the "goods" to you.

Unless you are getting a discount from them, I prefer to use other websites to buy my tickets (East Coast have the same interface and were very good at replacing my lost tickets).

sirmarcus

OP...Suggest you escalate and/or complain to Chris Burchell, MD Southern Railways, via sending him an email at [EMAIL="chris.burchell@southernrailway.com"]chris.burchell@southernrailway.com[/EMAIL].

Really helpful bloke and will respond to your email. Give him a couple of days and you should hear back from him.

Good luck.

Jennikay

WOW... thank you all for the fast responses. Glider I usually use EC for my tickets but they've started charging £1 for first class post. It would've been worth it

I'm thinking to leave it til the end of the week and then pursue, since I only phoned them today - or should I start now?

DVardysShadow

Jennikay wrote: »

I'm thinking to leave it til the end of the week and then pursue, since I only phoned them today - or should I start now?

Start now. It is a time limited product, so getting something on the record shows that you have been proactive about giving them a chance to resolve. Do it in writing and keep a copy

glider3560

Jennikay wrote: »

WOW... thank you all for the fast responses. Glider I usually use EC for my tickets but they've started charging £1 for first class post. It would've been worth it

The £1 only applies if your journey starts at a station with a ticket machine that allows collection. Perhaps try Chiltern - don't think they charge yet and again have the same interface.

Jennikay

glider3560 wrote: »

The £1 only applies if your journey starts at a station with a ticket machine that allows collection. Perhaps try Chiltern - don't think they charge yet and again have the same interface.

Ahh, that explains why I haven't seen it, my local station doesn't have one.

I'm emailing the MD, fingers crossed it gets sorted soon

Am I entitled to replacement tickets? The same journey would now cost me about £65 (rather than the £45 it did) and I don't want to pay another £20 for something which isn't my fault

Jennikay

After further investigations I can confirm that the full address was not specified when making this booking. The delivery address we have on file does not contain a house name or number. Royal Mail will return these tickets if neither of these are on the address.

Unfortunately as the address is not complete we are unable to replace these tickets, however a suggestion is that Royal Mail may have left them at reception of Some College for collection from there.

The address I specified was <flat/room number> Some College, and it's listed as that in my account (and I'd sent my friend a letter that week which had arrived fine) so surely I still have a leg to stand on? In fact, they're basically lying because there WAS a flat number. Argh. At least I have a response I suppose, but this is really frustrating me!

Replying now to say that the flat number WAS included (attached screenshot too). Is there anything else I can do? Anything I should mention in my email?

Jennikay

Sorry, I should mention that quote is from the email I got in reply.

dan_l

Try this site if ringing an 0800 number off your mobile so it comes off your allowance if your on contract - http://www.0800buster.co.uk/