Online TakeTheTrain.co.uk Booking - Card not recognised on collection

slickrock

I booked some train travel and tried to collect the tickets from my departure station yesterday. I used the card that I paid for the tickets with, but both the machine and the staff at the ticket window said that the card was not recognised. As 'computer said no' they directed me back to the website that I used (takethetrain.co.uk). The station staff were unable to override the system in any way - even though I had lots of ID and email booking confirmation on my laptop

So, I contacted takethetrain and they have confirmed that I did use the card I presented at the station, however they have washed their hands of me as they say that the problem is with the card and not with the booking, which they have told me is fine.

I am interested to know if anybody knows what the position is in this case as I have been left out of pocket out of no fault of my own. I find it surprising to say the least that takethetrain are able to just stick their fingers up and say hard luck.

I'm thinking that I may have to go down the chargeback route, but not sure.

Many thanks for any assistance.

wealdroam

slickrock wrote: »

I booked some train travel and tried to collect the tickets from my departure station yesterday. I used the card that I paid for the tickets with, but both the machine and the staff at the ticket window said that the card was not recognised. As 'computer said no' they directed me back to the website that I used (takethetrain.co.uk). The station staff were unable to override the system in any way - even though I had lots of ID and email booking confirmation on my laptop

So, I contacted takethetrain and they have confirmed that I did use the card I presented at the station, however they have washed their hands of me as they say that the problem is with the card and not with the booking, which they have told me is fine.

I am interested to know if anybody knows what the position is in this case as I have been left out of pocket out of no fault of my own. I find it surprising to say the least that takethetrain are able to just stick their fingers up and say hard luck.

I'm thinking that I may have to go down the chargeback route, but not sure.

Many thanks for any assistance.

As most people seem to be saying "the problem is with the card", have you thought about contacting your card issuer?

slickrock

Contacting the card issuer is the next step - this amounts to a chargeback I guess as this is the only way that they can refund me.

wealdroam

slickrock wrote: »

Contacting the card issuer is the next step - this amounts to a chargeback I guess as this is the only way that they can refund me.

Actually I was thinking that you might get your card issuer to replace your faulty card.

Have you another bank card or credit card you could use to collect the tickets?
It might be worth trying that, as is has been suggested elsewhere that any card will work... though perhaps not a faulty one.

slickrock

I needed the tickets for travel that day, so now I am just trying to get a refund...but from whom? I personally don't think the card is at fault as I have used it since - e.g. this morning to buy my ticket from the same machine in the station.

I need to find time to call the card company, but I have also contacted London Midland. Their response is unlikely to come anytime soon though as their website says they are only up to around 10th of May with their queries and complaints!

tomtontom

I've had this problem when booking through a third party site (although it was sorted by the ticket office), so I wouldn't automatically blame the card, especially as it has worked since. I'd go down the chargeback route.

Exile_geordie

You will need to apply for the refund from takethetrain as they were the seller of the ticket.


But you really need to get a new card if machines are not recognising it.