Ticket Machine Refusing to Issue Ticket!

martinbuckley

I'd like some advice please on where I stand.

I have purchased advance tickets from York to Newcastle and back for 12 April. I purchased them through the Transpennine Express website and received confirmation with a booking reference.

I selected to collect the tickets from my local station, which is run by East Midlands Trains. However, when I came to collect the tickets, the machine only printed the outbound portion. When I tried again, I received a message saying my credit card wasnt the correct one!

Spoke to ticket desk and they couldnt help, as their machine was saying it wasnt correct. Went home and spoke with Transpennine Web Sales. They told me that their system showed that the tickets hadnt been printed and if I went back to the station, they could be printed.

Went back to ticket machine and desk - couldnt print them, despite me taking down a copy of the receipt and also a copy of my CC statement clearly showing the amount being paid to TP Express on the same date!

Both are saying its the others problem, but I still havent got the tickets, and neither seem overly bothered about helping me.

My question therefore is how do I get the tickets, and if I cant, will the fact that I have made every effort to obtain the tickets be sufficient proof when I fail to produce a ticket on that journey?

Thanks

Elfbert

I don't know if it's possible, but if they can see on their system that the tickets haven't been printed, maybe they could print them out and post them to you? Assuming they have a way of then stopping you also printing them - a way of removing them from the system.

Might be worth asking?

I had the reverse happen to me with FGW - tickets were lost in the post, so they gave me new codes and I printed them out of a machine myself.

Good luck.

Bollotom

Can you not cancel and get a refund then purchase the tickets again? These online services are a sod when a mistake is made. Hope you get sorted.

quiet_advisor

I had a similar problem last week. I bought tickets for a return journey from the TPE website and collected from a Northern rail ticket machine but only the outward journey was issued at the ticket machine.


TPE confirmed that was the situation and told me to go back to NR. TPE gave me a name and tel number to ring if NR were difficult.


At the NR ticket office they initially told me "nothing to do with me gov" but when I showed them the tickets already issued, and told them to speak to TPE, giving them name and number to contact, they looked harder on their system, confirmed what I was saying was true, and issued the missing ticket.


Need to take the same credit card that was used to make the original booking.