Incorrect advanced ticket - request for change

anna1221

I bought a ticket from trainGenius to travel from Newcastle to Stockport(for 05/02) just 1 hour before travel. was in a rush, so didn't check properly. Turned out, I had somehow bought another ticket (advanced) from London to Newcastle for the next day(06/02)(I admit this was my mistake). I saw that only while I was going through the tickets while I was changing trains enroute to Stockport. I called up the customer services immediately and explained that I booked by mistake and have no plans or reasonable way I could be in London the next day to be able to travel to Newcastle, and requested it to be cancelled as a one off. Who said since it is an advanced ticket, he cannot process a cancellation and I need to email customer services. I did so immediately. At this point the advanced ticket was still valid. I held off changing the advanced ticket as I had already emailed the customer services. I received the response from them on 10/02 which simply said, that these types of tickets are non-refundable . Obviously, by this time the ticket is past the travel time, so when I rang up the customer service, they said they cannot do anything about changing the times and I need to email customer services. I did have an opportunity to use the ticket today (10/02) to allow my niece to travel on it, but with it being a communication channel on email only, I couldn't get a reschedule despite several email to look into my request with urgency.

I understand I was denied a refund, but since I got in touch with them immediately and followed their instructions, I should be allowed a reschedule, even if in this circumstance the ticket is past the travel time. The ticket is £128.50 so that is a lot of money to lose. Please advice on how I can proceed. I'll appreciate any help. Thanks

Below is the conversation with Train Genius.

----------------------------------------------------

From: xxx
Sent: 10 February 2020 14:17
To: customerservice <customerservice@traingenius.com>
Subject: Fwd: xxx: Accidental booking [<xxx>]

Hello, I am concerned that I will miss the opportunity to use this ticket today and lose my money.

Can someone please look to updating the train ticket to after 4pm today(10/02). Or tell me if a way of how I could do it?

Thanks,

From: xxx

Date: 10 February 2020 at 12:16:46 GMT

To: customerservice <customerservice@traingenius.com>

Subject: Re:  xxx: Accidental booking  [<xxx>]

 Hello,

Can someone please look at this urgently?

Since the communication is only by email, I am now past the journey time on the advanced ticket!

Can someone please update the travel time to 10/02 anytime after 4 pm instead?

Thanks,

On 10 Feb 2020, at 11:35, xxx<xxx> wrote:

Thank you for looking into it.

Is it possible to reschedule it for another day then? Kindly advise on how to do so.

Many thanks,

On 10 Feb 2020, at 09:47, customerservice <customerservice@traingenius.com> wrote:

Good Morning,

Thank you for your email.

I have had a look at the booking and can see that the London to Newcastle ticket was of the Advance type. I'm afraid that this type of ticket is non refundable.

Once again thank you for your email and apologies for any disappointment this may cause.

Kind regards,

xxx

Customer Service Team

From: xxx
Sent: 05 February 2020 19:55:36
To: customerservice@traingenius.com
Subject: xxx: Accidental booking

Hello,

I need some help please. Looks like I purchased an additional advanced ticket for London to Newcastle for the 6 feb Along with a valid one for Newcastle to Stockport for today(5 feb).

I must have accidentally put it in my basket when I was purchasing the ticket for today’s travel. I am obviously not going to be in London (as I have only just travelled to Stockport using the ticket I bought) and there is no reason for me to be needing this ticket. It was a mistake and I only realised it when I was changing for the Stockport service at Sheffield and was checking my tickets.

I immediately called up the customer service who suggested I should email you. I am hoping you can extend the kind consideration and as a one off for my mistake, cancel the ticket and give me a refund. I am happy to take a voucher if that is preferable to a refund.

The ticket reference is xxx. I only purchased it this today just before my travel to Stockport. I also attach a photo of the ticket.

yorkie2

you may be best posting on the Disputes section of RailUKForums

the owners of several retailers, including TrainGenius (and others such as Trainsplit/Raileasy) are registered on that forum and actively look to reply to any issues that arise.