Transpennine Express complaint

Fieldy618

Hi all,

I had booked an advanced ticket for a train earlier today but was unable to collect my ticket from the machine as I was in a rush and wouldn't have made the train had I tried to collect the ticket. I had a seat reservation and an email receipt on my phone for the ticket however the conductor was having none of it and said I would have to purchase a full price ticket.
Has anyone had any experience in getting a refund for this sort of thing? I've spoken to customer relations on the phone and they have basically said tough - should have collected the ticket. The service I received was absolutely shocking and the conductor could see I was struggling for time and had a lot of baggage. Is this the norm for train companies to have absolutely no regard for customer's situations!?

Many thanks,
Benjamin

London50

T & C's state you must have a valid ticket when traveling,you did not and using the reason that you did not have time to collect is no excuse as you should have taken the travel time to the station into account.
Emails ect on phones are not tickets and any train company will treat all people travelling without tickets the same.
Perhaps next time you travel you will remember to arrive in time to collect your ticket and avoid such a problem again.

Blackbeard_of_Perranporth

Fieldy618 wrote: »

Hi all,

I had booked an advanced ticket for a train earlier today but was unable to collect my ticket from the machine as I was in a rush and wouldn't have made the train had I tried to collect the ticket. I had a seat reservation and an email receipt on my phone for the ticket however the conductor was having none of it and said I would have to purchase a full price ticket.
Has anyone had any experience in getting a refund for this sort of thing? I've spoken to customer relations on the phone and they have basically said tough - should have collected the ticket. The service I received was absolutely shocking and the conductor could see I was struggling for time and had a lot of baggage. Is this the norm for train companies to have absolutely no regard for customer's situations!?

Many thanks,
Benjamin

Just iun case things go bump in the night

surfsister

Fieldy618 wrote: »

Hi all,

I had booked an advanced ticket for a train earlier today but was unable to collect my ticket from the machine as I was in a rush and wouldn't have made the train had I tried to collect the ticket. I had a seat reservation and an email receipt on my phone for the ticket however the conductor was having none of it and said I would have to purchase a full price ticket.
Has anyone had any experience in getting a refund for this sort of thing? I've spoken to customer relations on the phone and they have basically said tough - should have collected the ticket. The service I received was absolutely shocking and the conductor could see I was struggling for time and had a lot of baggage. Is this the norm for train companies to have absolutely no regard for customer's situations!?

Many thanks,
Benjamin

yes totally the norm!! We had booked sears on Virgin westcoast and stood from Euston to Preston!!!!! no sympathy from anyone and suitcases limed the carriages throughout a real death trap. The train must have been double booked at least!!! 10 first class carriages were full of 2nd class!

Try a nice email to the CEO worked for me before

GwylimT

If they wanted to they could also issue you with a penalty for failing to show a valid travel document.

If you don't want to buy a ticket on the train, arrive at the station on time.

Naf

I got caught out when I was running just a little late but the ticket machine failed to drop the final ticket - it stayed stuck inside. Conductor didn't treat me particularly well either, but the staff at my connecting station were brilliant - phoned through to check with the ticket office.

Upshot is that now I never leave collecting my tickets until my departure day.

stclair

surfsister wrote: »

yes totally the norm!! We had booked sears on Virgin westcoast and stood from Euston to Preston!!!!! no sympathy from anyone and suitcases limed the carriages throughout a real death trap. The train must have been double booked at least!!! 10 first class carriages were full of 2nd class!

Try a nice email to the CEO worked for me before

Are you friends with Diane Abbott? a train would not have 10 1st class carriages ! Virgin have 3 to 4 at the most.

https://www.virgintrains.co.uk/-/media/vt/files/pdf/components/map%20of%20seats/pendolino/pendolino.ashx

First class carriages are U to K.

robpw2

why not get the ticket on your phone - the trainline and virgin now have the option to download an app

teamgb

I booked day return ticket with Northern Rail online. When I arrived at the unmanned station another passenger informed me the ticket machine was removed several weeks ago. I got on the train with just the email printout. The conductor told me no problem and to use the ticket machine at my return station.

Also Transpennine allow you to print out your tickets from an email attachment Northern Rail dont.

surfsister

this was no ordinary train the one before had been cancelled, or possibly two (on christmas eve!!!) and it definitely had double the usual 1st class carriages as we were quite shocked there were so many!!

I am Diane Abbott you awful little pleb you!!