How to complain about RedSpottedHankie?

Voyager2002

OK, I found out about this site from MSE: they enable you to buy train tickets with Tesco Clubcard points.

I have used them for the first time, and I have two issues with them:

Firstly, I bought a flexible return ticket from them, and they did not provide any indication of restrictions on times when the return half could be used. Even when you select the link to read full details of your chosen fare, all they tell you is that the return half must be used within a month of the date of outbound travel.

Therefore, do I have any redress against them: I arrived at Paddington station in time for a train leaving at 16.06, but was told that my ticket could not be used between 16.00 and 19.00? And since there was no obvious indication of this restriction until I met a train manager on a train already in motion, are they liable for the penalty fare that results?

A second issue: information on this site indicated that Clubcard points could be exchanged for vouchers with a long life, but the vouchers that I received were only valid for six months. (In the event I used them rapidly, so that was not an issue.)

verityboo

Can't help with the first question, but with regard to the vouchers being valid for 6 month, the clubcard site states :

"redspottedhanky.com e-vouchers are valid for 6 months from registration. Remember to think about when you plan to travel, to ensure it is still valid and that tickets are available."

Zack1

When you say only valid for 6 months, is this the date that shows in your account? All my vouchers show as 2020, but I think you need to redeem them (go through the signup process etc) within 6 months of requesting them from Tesco, once RSH have added them to your account I've always got until 2020, including on ones redeemed last week. You might want to follow it up if they are showing on your RSH account as sooner than that, as their customer service reps have been telling people 2020 too (there's a thread on the board somewhere, in 'grabbit' I believe)

As for the first point - that's standard for all train operating sites, unfortunately, so I don't think you'll get anywhere by complaining. They all seem to provide useless information, and you have to ask at a station or phone up if you want anything worthwhile. I regularly go through London, whenever I don't get an "advance single" it's always advisable to check, as my friend had the exact same situation as you. For some routes I think it does clearly say the restrictions, but for others it just says 'please enquire' (and that's the same situation if you use the machines at the stations)

yorkie2

Voyager2002 wrote: »

Therefore, do I have any redress against them: I arrived at Paddington station in time for a train leaving at 16.06, but was told that my ticket could not be used between 16.00 and 19.00? And since there was no obvious indication of this restriction until I met a train manager on a train already in motion, are they liable for the penalty fare that results?

1. Where was the origin and destination printed on the ticket? (e.g. London Terminals to Oxford)
2. What was the ticket type exactly printed on the ticket? (e.g. Off Peak Return or Off Peak Day Return)
3. A Penalty Fare must NOT be charged for being on a time restricted ticket on a barred train. Has anyone said otherwise? The correct action is to excess the original ticket to the appropriate ticket. I can advise on what this cost would be once I have the answers to questions 1 & 2

dzug1

Voyager2002 wrote: »

: I arrived at Paddington station in time for a train leaving at 16.06, but was told that my ticket could not be used between 16.00 and 19.00? And since there was no obvious indication of this restriction until I met a train manager on a train already in motion, are they liable for the penalty fare that results?

The departure boards at Paddington give an indication of what tickets are not valid for every train