Trainline didn't print all

DanB23

Dear all, would love some advice on this. All help/suggestions appreciated....

I had prebooked 2 tickets to travel to Derby - Canterbury, Canterbury - Southend Airport. When I arrived at Derby station to print the tickets I had bought online, the machine only printed one ticket and the receipt. The missing ticket was for the journey I was about to take.

The staff at the counter assured me that was the responsibility of Thetrainline.com and that they couldn't do anything. My only option was to pay for another ticket. Conveniently for them, and rather predictably, this was £99.

The counter staff stamped the back of my new ticket receipt in acknowledgment of the failure to print. I have scans of all the tickets. Either way, from my position - I have paid for a service, then due to a mistake of the operator I am forced to pay out £99 for a replacement ticket. I feel I have been unfairly treated in the matter and it is quite absurd that I would have to pay twice for the same journey.

Am I entitled to a refund/compensation on this or will the corporate leviathan win again?

Thanks!

Daniel

macman

Why use trainline.com at all when they charge a booking fee?- Use any of the operating companies instead., they sell to all UK destinations regardless of their own routings.

wealdroam

What is 'the DCGC insurance'?

agrinnall

wealdroam wrote: »

What is 'the DCGC insurance'?

I'm not sure that The Trainline sell tickets for travel in Nepal (which as far as I'm aware doesn't have any railways anyway), but...

http://www.dcgc.org.np/

DanB23

sorry, ignore the reference to DCGC insurance, original post has now been edited.

chuckley

This happened to me before with Virgin tickets at a local station machine.

I just sent them a letter and waited for the refund I knew they would give.

Always pick up from their own machines now though.

Kite2010

Good luck getting something back from The Trainline, whose customer services are somehow lacking when it comes to issues such as this.

In future, do not use the Trainline, as they are pretty much never cheaper than if you buy direct from the TOC, plus they charge booking fees.

Did they give you two TOD reference numbers (as I know some Trainline powered websites give separate reference numbers for every ticket)?

securityguy

This happened to me recently: I phoned the ticket vendor, and they within thirty minutes emailed me a new code to collect a fresh copy of the ticket. It was an open return, too, so the potential for abuse was there: I guess if I did it too often they would get suspicious. I usually collect tickets after buying them, so I have time to deal with these scenarios.

DanB23

No, it was the same reference for both tickets.

Does anyone know what recourse I have if the companies involved deny me a refund? is there a higher power that might get involved?