Faulty TVM and obtaining a refund from uncollected tickets

[pennine]

I am spending the weekend the weekend in York visiting a friend. I booked my travel single Redcar Central to Eaglescliffe and Off Peak return from Eaglescliffe to York (GC only with 16-25).

I went to collect my tickets from the TVM at Redcar, and the screen was unresponsive to touch. The train to Eaglescliffe came in and explained to the guard who just looked at my confirmation and said go to the booking office at EAG. When seeking assistance at the station they said they were unable to recall tickets (must still be Fastis) and I would have to check wity the guard on the Grand Central.

Whenbthe GC came in I checked with.one of the guards who said to jump on and we will sort it onboard. Another inspector came on and told me I would need to buy abother ticket and then seek a refund and to seek advice from York ticket office.

I was wondering if anyone one could give me advice as I want to ensure im not overlooking anything. Tickets haven't been colecTed yet and on approach to York now.

Cheers

 

[bb21]

Did you buy a new ticket? If so you should be entitled to a full refund of the ticket purchased from Northern.

If not, just collect at York.

 

[hairyhandedfool]

Not sure what Northern has to do with it......

I would suggest you contact the company you bought the online ticket from as this is the unused ticket. They may choose to refund the ticket you bought from Grand Central, or they may refund the ticket they sold you.

 

[pennine]

I came to the conclusion of northern becuase it was their website I used to purchase the ticket, and their machine at the station they manage.

I did indeed have to buy a new ticket on board GC (which incidentally was sold with tomorrow's date as outward) and was told to collect the ordered tickets on arrival at York.

It is an inconvenience having to pay twice and having to wait however long for a refund for an issue that wasn't my fault.

 

[northernman]

Hello Pennine,

If you PM me with your contact details I can resolve this for you.

I have responsibility within Northern for TVMs, I am sure others on here will vouch for me....I hope

Regards

Ian Borthwick
Revenue Projects Manager
Northern Rail

 

[northwichcat]

The Northern TVMs do need addressing. It's quite common for them to go unresponsive when trying to enter a ticket reference and then to cancel the transaction due to a lack of activity. I had to try 5 times to get tickets printed at the one at Knutsford the other week. I don't trust them enough to collect tickets on the day I'm going to travel so make sure I do it in advance if I don't select the post option.

 

[hairyhandedfool]

I came to the conclusion of northern becuase it was their website I used to purchase the ticket, and their machine at the station they manage....

Oh okay, I didn't pick up from your post that you bought the original ticket from Northern.

I suggest you PM Northernman....

It is an inconvenience having to pay twice and having to wait however long for a refund for an issue that wasn't my fault.

Fair point, but it's unavoidable if the tickets are not collectable.

 

[Edmondson]

The train to Eaglescliffe came in and explained to the guard who just looked at my confirmation and said go to the booking office at EAG. When seeking assistance at the station they said they were unable to recall tickets (must still be Fastis) and I would have to check wity the guard on the Grand Central.

The ticket office at Eaglescliffe is a private venture and not run by a TOC.

 

[pennine]

Many thanks, will do so now I have internet access!
--- old post above --- --- new post below ---

The ticket office at Eaglescliffe is a private venture and not run by a TOC.

And aware of that having applied for a vacancy there in the past

 

[Paul Duck]

Hi, the ticket office at Eaglescliffe now has a star machine, last ones to be changed from Fastis. So we can now retrieve tickets booked online. Just please be patient as we are getting use to it.


Paul Duck
Chester-Le-Track @
Eaglescliffe Ticket Office