WARNING re TRAIN GENIUS

James000

Many thanks again Keith. You've been a fantastic help. I will quote as directed and see where I get.

This is the first time I've ever used a consumer forum, but such was my anger at their "tough luck mate" attitude today I decided not to let them off the hook and to warn others. It's not the money, it's the principle. I even offered to pay for re-printed tickets to be sent RM Special Delivery, at my expense, and they still refused. I just don't get it......????

KeithP

James000 wrote: »

www.travelsupermarket.com/c/train-tickets/

You'll see that Travelsupermarket do indeed use Traingenius for tickets......

OK, so TG are a supplier to travel supermarket.

Perhaps travelsupermarket buy flights from (say) British Airways.
Does that mean that if you buy a ticket from British Airways, somehow travelsupermarket are involved?

James000

Apologies for all the confusion I've caused, but Travelsupermarket have indeed "teamed up" with TrainGenius......

"Send us your feedback: travelsupermarketfeedback@traingenius.com"

James000

All I said was that they are "linked" Keith. That was the terminology used, and I was correct.

James000

k3lvc wrote: »

Whilst your complaint might be valid your plastering of an employees name over the forum will win you no points. There are times when a reasoned complaint without the drama/sarcasm will get you a better result but I suspect the hole your digging might preclude that now

As you will now have seen from Keith's detailed legal/consumer viewpoint, their Team Leader, whom I have named in my original post, tried to mislead me as to my rights and their responsibilities.

In my humble opinion, that makes him and his company wretched to say the least, and instances like this are no doubt one of the main reasons forums like this exist. These companies and those who do their dirty work need to be named and shamed in my opinion, or they will simply continue to act in such an underhand manner. Using "John Doe" or "John Smith" will not make the perpetrator think twice about doing so again. Naming him will.

KeithP

You still might find a chargeback simpler - as suggested in post#2.

James000

KeithP wrote: »

You still might find a chargeback simpler - as suggested in post#2.

I agree Keith, and will look into it, but my original post was more to do with exposing this unscrupulous company and their sneering employees, than recouping any financial loss. Next time it may be a pensioner, student or struggling single mum they're screwing. I'm sure that's exactly the kind of thing MSE and Martin Lewis rally against. It'll be interesting to see what they say when I write to them quoting your information above. Thanks again for your help. I shall also write to anyone I can find who "partners" them and inform them of their unscrupulous practices and rather deliberate dereliction of duty.


For what it's worth, I believe the 23 minutes waiting time (on the phone) is deliberately aimed at putting me off, and making me go away. I also believe the "tough luck mate, not our problem" company line espoused by their call centre Team Leader is a similar tactic. Let's face it - a large percentage of the public would simply give up. This is the first time I've felt strongly enough about a perceived injustice to join a forum and pursue the crooks. My story is now on 6 separate forums. If the actions I intend to take discourage just one person from using their services, I will be happy.


Cheers.

James000

Surprise Surprise, just 3 hours after I sent an email to Traingenius detailing the situation and the legal/consumer points provided to me by Keith (email copied to Citizens Advice, my MP, my MSP, Govan Law Centre, LegalEagles and others) I have received a call from "John", a customer service manager with Traingenius.


Guess what? John has apologised profusely and stated that the tickets CAN be re-issued and sent to me, contrary to what their sneering ill-informed adviser told me yesterday. That was all I asked for in the first place, replacement tickets. Seems pretty straightforward to me.


John is calling me back this afternoon. I'll update later. Thanks again Keith, you're a star. Could be a small victory for the man on the street in the face of corporate deception and greed. :-)


It's a shame you have to threaten them with legal action before they are inclined to do the decent thing.

Hoof_Hearted

Well done for not giving up and Keith for excellent advice.

James000

Update:


The very pleasant "John" has called and again he apologised profusely. He told me I shouldn't have been treated/spoken to the way I was. He admitted that the Team Leader I spoke to yesterday was rude and undertrained (they had perhaps listened to the recording of the call) and further admitted that the information I'd been given re who was liable for the tickets was false. He's arranging for me to pick replacement tickets up at my departure train station on the day of my journey and will confirm the details by email.


Having vented my spleen yesterday re Traingenius and their "Team Leader" Mitch in particular, I feel it only fair that I fully praise "John" for the way he has handled the matter. He was polite, efficient and keen to reach resolution. Credit to him. That's all we ask for from service providers when things go wrong, isn't it?


I would encourage anyone who receives a poor service (or in my case no service and a tissue of lies) to name and shame the companies who do so. It's the only way they are going to learn that their poor service and deceit will not be tolerated.


A poster told me yesterday that my methodology would "win me no points" and that I'd "dug a hole" which would "preclude me from getting a result".


Quite.