Train Strikes - Unable to collect ticket

Dontpanic86

Hi there,

I'm wondering if anyone can offer some advice please. I travelled at the end of August, from Harrow to Abergavenny. I had already purchased an advance ticket via raileasy. The day before travel, I went to Harrow to collect my ticket but the machines were off and the office closed due to the strikes. The next day, when there was no strike, I was again unable to collect my ticket as the machines were still off and the office was closed due to it being a Sunday. I boarded the train with the confirmation of the the ticket purchase only and the conductor onboard the GWR was extremely rude and condescending and not interested in the fact that I couldn't collect my ticket despite having tried twice. I was made to purchase another ticket at a cost of £62. I complained to GWR who were not sympathetic and stated that, as Southeastern manage Harrow, my grieviances should be with them. I have emailed Southeastern and I'm just waiting for a reply. If that fails to deliver a satisfactory outcome (i.e. a refund) what could be my next steps? Or do I not really have much of a case?

Many thanks

Francesca

KeithP

No, Southeastern do not manage Harrow.

OK, so you couldn't get your ticket at Harrow but apparently you managed to travel to Paddington without issue.

Were you not able to use the machines at Paddington to get your tickets?

Dontpanic86

Hi, I meant Hounslow, and I didn't go to Paddington.

I went to Reading but had already been charged the fare on the train

giraffe69

So it's Hounslow not Harrow but Hounslow would be run by South West Trains not Southeastern?

Dontpanic86

Yeah its Hounslow. OK so I'll contact South West... anyway swings and roundabouts the fact is that the ticket machines weren't on

jbuchanangb

It is permitted to board a train without a ticket if all the possible means of payment at the origin station are closed as in this case. The train staff are entitled to sell you a ticket in this case without it being a Penalty Fare or reporting you for consideration of prosecution. The booking confirmation is not valid for travel. I can't see that you have any recourse to Southwestern for the closed facilities. Seem to be two options:

(1) If original tickets not collected, claim refund from Raileasy

(2) Contact GWR Customer Services again, restate situation, and request refund of the new ticket. I expect they would want you to send them the ticket.

Still_not_an_expert

While you specified collection at Harrow, you can collect at any station with a TVM (ticket vending machine). They are all lined to a central database, but it's not a well publicised fact. You could have collected at Paddington as someone else suggested. 

If you have a smartphone, you can also buy tickets via an app (CrossCountry is my preferred choice, others are similar), and a QR ticket is downloaded to your smartphone. A copy is also sent via email, so if you have email on your phone, you've two options.  It's vital to make sure your phone is charged and any non-digital railcard is carried.

Final tip is best avoid trainline as they charge a booking fee, train operators do not. 

There's no excuse for staff being rude, and this person should be reported to GWR. If machines are offline, then train managers should are normally made aware by text, but it may have been a localised issue not impacting GWR TVMs. 

[Deleted User]

Better bet is to stop using dead tree format and buy tickets on the app so you have them instantly available

yorkie2

Deleted_User said:

Better bet is to stop using dead tree format and buy tickets on the app so you have them instantly available

Just to clarify, if you are talking about e-tickets (issued as PDFs) I completely agree

I would avoid m-tickets (which are tied to a specific app) however.

The retailer I use only issues the former, not the latter, so I know I can't end up with a dreaded m-ticket by mistake!

[Deleted User]

yorkie2 said:

Deleted_User said:

Better bet is to stop using dead tree format and buy tickets on the app so you have them instantly available

Just to clarify, if you are talking about e-tickets (issued as PDFs) I completely agree

I would avoid m-tickets (which are tied to a specific app) however.

The retailer I use only issues the former, not the latter, so I know I can't end up with a dreaded m-ticket by mistake!

Any e-ticket whether app or PDF, whatever works. There is no reason, beyond being a complete technophobe and not wanting a smart phone, to use paper tickets which involve the risk of not being able to collect from a station like OP was stuck in. An e-ticket on the phone of any kind is delivered instantly and if someone is particularly obsessed with paper, like our work service manager, you can of course print it at home

MSE_James

Deleted_User said:

Better bet is to stop using dead tree format and buy tickets on the app so you have them instantly available

The customer does not always have the choice in this matter - it is up to the rail company that sets the fare for a particular journey to decide which formats are available, and some tickets (albeit a diminishing number) are still available only on orange card stock.  Notably this includes any journey with a cross-London transfer, as TfL barriers are not set up with barcode scanners for eTickets