Train tickets lost in post

haverton

Made two separate orders for tickets from Southern Railway on 1st May, to travel on 29th May. Tickets were to be sent 1st class (not recorded), both tickets are still yet to arrive. Called up their CS, and essentially was told it has nothing to do with them as they sent the tickets so if they don't arrive all I can do is buy another set. They do say in their terms that 1st class post is at the customers risk, not that I noticed that at the time of the order.

I understand the DSR don't cover train ticket sales, but still seems pretty unfair that they can wash their hands of all involvement...

Any advice?

halibut2209

Nothing to do with DSRs. It's their responsibility to get the tickets to you. They have the contract with Royal Mail, not you.

If they are being awkward, I'd suggest purchasing again, then do a chargeback on the original tickets

shaun_from_Africa

How did you pay for the tickets?
If it was by credit or debit card, contact your issuer and tell them that you want to do a chargeback for non receipt of goods.

The DSR's do cover ticket sales, it's just that not all of the regulations apply.
The consumer has no right of cancellation for tickets, but the seller is still responsible for getting the goods to the consumer and they are liable for any losses until delivery. (The Sale of goods act also covers this).

dalesrider

shaun_from_Africa wrote: »

How did you pay for the tickets?
If it was by credit or debit card, contact your issuer and tell them that you want to do a chargeback for non receipt of goods.

Will need to wait till day after travel before it can be actioned.

haverton

Thanks for the response, and for clearing up their responsibilities. I think I will try contact them again and be more forceful. If not I paid with debit card so can look at the chargeback option, fortunately the tickets were cheap so its only a matter of £12.50, but still. (@dalesrider does that mean there is no point me calling bank until after date of travel?)

lucy03

halibut2209 wrote: »

Nothing to do with DSRs. It's their responsibility to get the tickets to you. They have the contract with Royal Mail, not you.

If they are being awkward, I'd suggest purchasing again, then do a chargeback on the original tickets

I've wondered about this before. When at a station there was a sign from a train operating company (I think South Eastern but I might be wrong) which stated on the poster at the bottom that refunds were not given on tickets lost in the post.

I can't think of any law which would enable them not to be liable for lost tickets, but I note that nearly all of the train operating companies are disclaiming responsibility. It was for this reason I just pick up my tickets at a station now, but I remain interested if there is some law which does allow them to do this.

bod1467

This is why I always opt for "collect at station" if it is offered as an option.

mattyprice4004

bod1467 wrote: »

This is why I always opt for "collect at station" if it is offered as an option.

Definitely this! It's a great service, always worth noting which stations in your area use it.

haverton

mattyprice4004 wrote: »

Definitely this! It's a great service, always worth noting which stations in your area use it.

I thought it would be less hassle to have them before travel rather than having to worry about needing to get them at the station but I think from now on I shall always be doing this just in case

OlliesDad

haverton wrote: »

@dalesrider does that mean there is no point me calling bank until after date of travel?

That's right as there is no breach of contract on their part until after the date of travel.

wealdroam

haverton wrote: »

I thought it would be less hassle to have them before travel rather than having to worry about needing to get them at the station but I think from now on I shall always be doing this just in case

You can always get them at the station some time before travel... even days before travel if you like.