Written on: 19/06/2012
I bought tickets for my mother who lives in Spain and was travelling from Manchester Airport to Grange over Sands. While buying the ticket I am asked my mother's name (the ticket will be issued for the passenger nominated, the website warns, who will need to present proof of ID). Fine, I say, my mother comes from Spain so she travels with her passport. All along the booking and booking confirmation on their website I read about the passenger travelling both with the ticket and proof of ID. Only to find out, when they actually send you the e-tickets (which happens only almost 2 hours after booking) that for Transpennine proof of ID is the credit card I used!! As far as I am aware credit cards are not proof of IDs. So I called their customer service to explain this was not possible, I paid 5 pounds on a call to 0870 number that lasted 1 hour!! I was on hold around 35 minutes between two operators. Had to send an email for proof of what I was saying (reading PROOF of ID needed, and NOT credit card). Only to find out that my tickets are lost, not refunded, can't change delivery method and, as they have a monopoly on the train service I needed, if I wanted my mum to travel I will need to buy (just 10 hours after the first ticket was bought) a new train ticket. This is not a train service, this is a scam. If you can avoid using this train service and specially their customer service line and e-ticket facility, please do at all costs or you will pay.