Unable to collect train tickets - refund?

joncombe

Hello,

I booked train tickets on the South West Trains website on Friday 1st July. I opted to collect my tickets from a machine at the station, so they give you a code used to collect the tickets (I've done it before). I paid at the time and the payment has been taken.

But on arrival at the station when using the machine to collect the tickets it said that it was unable to find the booking reference that I entered. I tried all the machines at the station, with the same result. I have checked the booking confirmation is correct, because I printed it out before going to the station. I also know the credit card I used to collect the ticket is correct because I tried using a different card and got a different message (I think it said it was not able to find any bookings with this card).

As I was not able to collect the tickets I was not able to use them. The staff at the ticket office could not help they tell me the tickets can only be collected from a ticket machine.

I have tried to contact South West Trains but spent 30 minutes in a queue on their telephone syste, before giving up. I filled in the contact form on their website but it told me that my telephone number was incorrect and lost everything I had typed in! I have sent them a tweet but they have not replied.

Do you think I should contact the credit card company (as I used a credit card to pay) and request a chargeback? Since I've tried (and failed) to contact South West Trains.

silvercar

Try posting your question on this forum:

http://www.railforums.co.uk/forumdisplay.php?f=105

[Deleted User]

Although I'm no expert, it seems to me as though you have a case against SW Trains - whether requesting a chargeback is the way forward or not I couldn't say, although if you haven't had a response from SW Trains not sure what else you should do.

At the end of the day, you have paid for a service that you haven't received ...

Kite2010

Silly question, but were you using the correct reference number?

As I've booked tickets via the 'super-duper' new SWT booking engine, the email comes through with a booking reference highlighted, however the actual collection reference number is buried deeper within the email.

Which I can see causing some confusion, as both the reference number & collection number are similar (mix of letters & numbers)

joncombe

Kite2010 wrote: »

Silly question, but were you using the correct reference number?

As I've booked tickets via the 'super-duper' new SWT booking engine, the email comes through with a booking reference highlighted, however the actual collection reference number is buried deeper within the email.

Which I can see causing some confusion, as both the reference number & collection number are similar (mix of letters & numbers)

Yes I was because the other number on the email was too long to be entered into the machine! It shows the number of boxes for the correct number of characters. The collection refernece was this length, but was not accepted by the machine.

And yes don't get me started on the "super duper" new South West Trains site, which does not let you specify a "via" point. This means you can't book tickets on the direct and cheaper Woking to Exeter trains, because you need to specify via Salisbury which you now cannot do and so it tries to send you on the GWR trains from Paddington!

joncombe

Also should say they have now replied to my tweet - and simply directed me to contact the Customer Relations on the same number that they do not seem to answer (at least, not for at least 30 minutes).

joncombe

joncombe wrote: »

Also should say they have now replied to my tweet - and simply directed me to contact the Customer Relations on the same number that they do not seem to answer (at least, not for at least 30 minutes).

I called my credit card company (Amex) by calling the number on the back of the card. There I was told there was now a free number I could call instead, so I did. My call was answered in around 1 minute and the lady I spoke to immediately agreed to refund the money. So 10/10 to Amex for customer relations and 0/10 to SWT!

Kite2010

joncombe wrote: »

Yes I was because the other number on the email was too long to be entered into the machine! It shows the number of boxes for the correct number of characters. The collection refernece was this length, but was not accepted by the machine.

And yes don't get me started on the "super duper" new South West Trains site, which does not let you specify a "via" point. This means you can't book tickets on the direct and cheaper Woking to Exeter trains, because you need to specify via Salisbury which you now cannot do and so it tries to send you on the GWR trains from Paddington!

FYI you don't have to use the SWT rubbish booking engine (which doesn't even remember your details) to book those £16 tickets, try booking via the GWR website

It's a good offer, but I've learnt to avoid the 19:20 Waterloo - Exeter/Bristol service as its the first evening service where the £16 tickets (and other super off-peak) are valid, it is only 6 coaches, hence full and standing. I saw it at Clapham earlier and it looked like the guard had to dispatch from the front door as the vestibule areas were rammed)