Couldn't retrieve tickets from machine in station

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Catchembeingood's review of The Trainline www.thetrainline.com

“Couldn't retrieve tickets from machine in station ”

Written on: 28/07/2014 by Catchembeingood (1 review written)

VERY disappointed with the Train Line. Bought online return tickets for my son who was travelling from Edinburgh to Glasgow. He duly arrived at the station with his booking ref number + credit card - however the machine would not produce his ticket despite several attempts. As he was now running late he purchased (with cash) replacement tickets. Unfortunately the barrier retained these as he used them.
Having now called The Train Line - they will not refund the price of the ticket as he has no 'proof' of purchase of his replacement. Surely they have means to check an attempted withdrawal from their machines?

It's hard and expensive enough being a parent without having to pay double for train fares....

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Thetrainline.com's Response to Catchembeingood's Review

Written on: 29/07/2014


Hi

I'm sorry to hear this!

The self service ticket machines are the responsibility of the station and if they don't work you should seek help from the staff. If they are unable to help, then the account holder should get in touch with us immediately to see what we can do. We always urge you to leave plenty of time to collect them just in case there is an issue.

I'm sorry to hear there is no ticket or at least a receipt for the new fares purchased. I can appreciate that you can do without the additional expense, especially since it was through no fault of your own.

You will have to get in touch with us directly in order for us to look into this. We can be contacted by phone, email, web chat and social media.

Thanks

Joanne

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