Hi all
I'm currently communicating with GTR regarding a season ticket issue I have. If someone can offer advice on how to proceed I would be grateful.
The issue arises from trying to buy an annual season ticket from Hatfield (Herts) to London Terminals before the price increase kicked in on January 2.
I didn't need the ticket until January 3 (as that's when I returned to work). But due to it being the festive period, I thought I would play it safe and buy a few days early rather than leave it until the final day.
I checked GTR's website, saw the Hatfield ticket office was open 31 December, so I went along that afternoon to buy it. This was around 3pm. Unfortunately, when I arrived the ticket office was closed. The barriers were up too and I couldn't find anyone to assist me.
I went to the next station nearest me that has a ticket office, Welwyn Garden City, but it was exactly the same. The website said they were open, but no one was there and the barriers were up.
I called GTR and the adviser agreed with me, the ticket offices should be open as the stations had not submitted any information that they would be closing early. He suggested I go to Finsbury Park to buy it, but I said that's unreasonable and I can't travel into London to simply to buy a ticket.
He advised I can buy it tomorrow instead, as Hatfield was scheduled to be open, but to call first and they can check before I travel there. So I did just that. Called GTR on the morning of January 1, they called Hatfield for me, but after several attempts he said no one seems to be there. He then tried WGC. The same. I was then advised I could go to Stevenage, Potters Bar or Finsbury Park. I explained I was unable to do so as I was looking after my children and couldn't simply travel out like that.
They made one last suggestion which was to try and buy it online. I attempted to do so, but I could only buy the ticket with a start date of January 3, which meant it was the higher fare in any case.
So I ended up buying the ticket on the morning of January 3 for the higher price. I contacted GTR explaining what happened, giving them the reference their customer service created when I called them, and asked them to please refund me the price increase difference, as it was through no fault of my own that I couldn't buy the ticket before the increase.
They've replied refusing the refund, saying there is no refund to give as I bought it on January 3 and that's the price it should have been. They explained they will pass on my feedback to the station manager regarding their inconsistent opening hours.
Can anyone suggest what I should do now? I don't think I'm being unreasonable in expecting a refund for the difference.
Their website didn't contain any seasonal opening hours. So the information could only be interpreted as Hatfield ticket office being open on December 31 until 8pm. I went at 3pm. Similarly, it said they would be open January 1 until 7.30pm.
As mentioned, I didn't even need the ticket until January 3. So I felt it's early enough to be buying it December 31.
If anyone can offer some advice as to how best to proceed, or if they've seen this issues before, that would be great.
Thanks for any help you can provide.
I'm currently communicating with GTR regarding a season ticket issue I have. If someone can offer advice on how to proceed I would be grateful.
The issue arises from trying to buy an annual season ticket from Hatfield (Herts) to London Terminals before the price increase kicked in on January 2.
I didn't need the ticket until January 3 (as that's when I returned to work). But due to it being the festive period, I thought I would play it safe and buy a few days early rather than leave it until the final day.
I checked GTR's website, saw the Hatfield ticket office was open 31 December, so I went along that afternoon to buy it. This was around 3pm. Unfortunately, when I arrived the ticket office was closed. The barriers were up too and I couldn't find anyone to assist me.
I went to the next station nearest me that has a ticket office, Welwyn Garden City, but it was exactly the same. The website said they were open, but no one was there and the barriers were up.
I called GTR and the adviser agreed with me, the ticket offices should be open as the stations had not submitted any information that they would be closing early. He suggested I go to Finsbury Park to buy it, but I said that's unreasonable and I can't travel into London to simply to buy a ticket.
He advised I can buy it tomorrow instead, as Hatfield was scheduled to be open, but to call first and they can check before I travel there. So I did just that. Called GTR on the morning of January 1, they called Hatfield for me, but after several attempts he said no one seems to be there. He then tried WGC. The same. I was then advised I could go to Stevenage, Potters Bar or Finsbury Park. I explained I was unable to do so as I was looking after my children and couldn't simply travel out like that.
They made one last suggestion which was to try and buy it online. I attempted to do so, but I could only buy the ticket with a start date of January 3, which meant it was the higher fare in any case.
So I ended up buying the ticket on the morning of January 3 for the higher price. I contacted GTR explaining what happened, giving them the reference their customer service created when I called them, and asked them to please refund me the price increase difference, as it was through no fault of my own that I couldn't buy the ticket before the increase.
They've replied refusing the refund, saying there is no refund to give as I bought it on January 3 and that's the price it should have been. They explained they will pass on my feedback to the station manager regarding their inconsistent opening hours.
Can anyone suggest what I should do now? I don't think I'm being unreasonable in expecting a refund for the difference.
Their website didn't contain any seasonal opening hours. So the information could only be interpreted as Hatfield ticket office being open on December 31 until 8pm. I went at 3pm. Similarly, it said they would be open January 1 until 7.30pm.
As mentioned, I didn't even need the ticket until January 3. So I felt it's early enough to be buying it December 31.
If anyone can offer some advice as to how best to proceed, or if they've seen this issues before, that would be great.
Thanks for any help you can provide.
