The Trainline.co.uk, what a CON/SCAM! - HotUKDeals
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The Trainline.co.uk, what a CON/SCAM!

Ritchie 2 Avatar
8y, 1m agoPosted 8 years, 1 month ago
I needed a ticket for travelling on Hogmanay, between Edinburgh and Aberdeen so I went on the trainline 2 days ago and booked what I thought was the cheapest fare at £32.50.

I'm travelling with a 2 year old so I clicked the option for a reserved seat, and paid by Debit card.

I got the ticket through today and having checked it there is no mention of any reserved seats. I rang the trainline only to be told I had purchased a 'walk on' ticket which costs exactly the same price as what I would pay on the day. And also there are no seat bookings availible on that ticket apparently and I would not be getting a seat.

This is no good for me, as travelling with a 2 year old with the prospect of not having a seat is not an option so I asked for a refund. Of course they will give me a refund but only after they have deducted an admin fee of TEN POUNDS!, yes ladies and gentlemen, TEN POUNDS.

No amount of argueing at a cost of 10p per min (mobile networks will vary) will change their mind, even speaking to the indian call centre supervisor did not make them budge. They are claiming that unless they have made an error they will not waive the charge.

IMO they have made an error, they sold me a ticket that firstly was not the cheapest availible, they have now told me that they do not release the 'cheap' tickets untill 3-4 weeks prior to travel meaning what you think is the cheapest advance fare is in fact the most expensive fare for that journey. There is no explanation of this when booking, it appears that you are paying the cheapest fare availible!

Secondly they sold me a ticket that was supposed to come with reserved seats, it even gives you the option to select reserved seats but you actually dont get them and you dont find out untill you recieve the ticket at which point you can only get a refund if you pay a £10 admin fee.

Absolutley shocking, Avoid them if possible. If anyone has any experiences in dealing with these scumbags please let me know what you did!

Apologies for the rant ;)
Ritchie 2 Avatar
8y, 1m agoPosted 8 years, 1 month ago
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Comments/page:
#1
If you have an email that states the seat is reserved then they must either reserve a seat for you or refund you in full excluding the admin fee.
#2
they bloody charge you for buying tickets and for paying by debit card.
#3
StevenA2000_uk
If you have an email that states the seat is reserved then they must either reserve a seat for you or refund you in full excluding the admin fee.



The booking email clearly says 'no seats reserved' but by the time that came through the card had been charged. I selected the reserve seat option when I purchased the seats.
#4
when i lived in cardiff i found them invaluable. but that was few years ago now.

i did look at them for a trip to lonodn booking inadvance and it same price as buying from our station, so cant see the point in that.
#5
mummyspam1985
when i lived in cardiff i found them invaluable. but that was few years ago now.

i did look at them for a trip to lonodn booking inadvance and it same price as buying from our station, so cant see the point in that.


The annoying thing is that you would expect the cheapest tickets to be availible first, then as the travel time nears the cost increases but this is not the case.
#6
You could attempt to argue the point that the web booking system didnt instruct you that it was not a reserved journey even when you ticked the reserve seat option. Whether they take you up on it is a different matter but its one worth pursuing as in effect they mis-represented the sale.
#7
I've tried that, they still said that they are not responsible for that and refer me to the T&C's which state that any changes to a journey (presumably including cancelling) will incurr a £10 fee.
#8
I wouldnt go near the trainline.com, i find its almost always cheaper using the train operators websites. Particularly on that line where nationalexpresseastcoast.com gives an additional exclusive 10% off national express tickets that the trainline and other sites wont give.

If its a actual nationalexpress service rather than First Scotrail they have booked you on OP id ring nationalexpress rather than the trainline and ask about reserving seats
#9
As long as the T&Cs could be read before ordering then there isnt much that can be done.

This would be the small print that very few people read or care about it (lets face it we are more trusting than the companies!).

Look on the bright side, when the train operators get fined again then its on up for the consumers and they must be due another fine pretty soon.
#10
The T&C's are clear, if they are at fault no admin fee. According to them this is my fault. I can live with the price, it's the fact that without a reserved seat this journey is not really possible.
#11
we went to london in sept, we reserved seats on the train, when we got on the train we politly told the people sitting at our reserved seats that they are reserved etc, they didnt budge so we told the guard, only to be told by him that oh sorry the train was running late we didnt get chance to put the reserve tickets on the seats before we left, we were left standing till we got there (london), grrr
#12
Have you wrote to them? I always find | get a good response from a letter addressed to the manager. You may get refund or maybe the seats after all. Just make sure you say what a good company this has always been and that you are very dissappointed in them, especially their customer service.

It is only once that I have not received a reply/compensation! Good lock, let us know if you get anywhere.



n1ttygr1tty
we went to london in sept, we reserved seats on the train, when we got on the train we politly told the people sitting at our reserved seats that they are reserved etc, they didnt budge so we told the guard, only to be told by him that oh sorry the train was running late we didnt get chance to put the reserve tickets on the seats before we left, we were left standing till we got there (london), grrr


That is disgusting, I hope you complained in writing!
#13
I've emailed their 'contuct us' email yesterday and I've just read the response which basically says that they cant garantee any seats on the ticket I've bought even though I've explained that this was essential for me and I would not have paid for the tickets if I had known this.

They are also refusing to do a refund unless I pay the £10 admin fee, and have referred me back to their 10 per min helpline.

Perhaps a letter will help?
#14
I don't see the point in the Trainline either. Each time I compare Trainline's prices and prices on Virgin Trains' own site, they're exactly the same...
#15
Travelling with a child,you can use a family railcard,even though a child under 5 not need a ticket,you can buy them 1 anyway so you can save more on yours and this works out cheaper than 1 adult fare.
There is a free 2 mth travelcard about in the deals.

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