Wrong TOC but then wrong ticket issued again...

[Starmill]

So then why doesn't everyone get a Northern Only ticket on a strike day and save a bit of money? Not worth the hassle...

Lots of people demonstrably do exactly that...

Some TransPennine Express guards lose their nut over it, but that's a matter for them. A good proportion appeared to have adopted a 'live and let live' policy on strike days, off their own back. I've had no ticket inspection on TransPennine Express most Northern strike days, not least because the trains are simply too full.

 

[BC]

There is insufficient information in the opening post to answer, because you have not specified what happened at Huddersfield. Was the journey completed, with delay? Or was the journey abandoned at Huddersfield and the passenger returned to their origin?

The train was cancelled at Huddersfield due to a track problem apparantly. That service she was on terminated there and then the train was joined to the following TPE service and that then got into Leeds a fair bit later than it's booked arrival time.

 

[BC]

So TPE just emailed back....

Umm, yes we shouldnt have issued that ticket oops.... Please supply name address etc etc via email and they will refund 50% of the ticket issued on train as the journey was delayed by 42 minutes... I think it was more than that but it wasnt an hour so that seems correct and eminiently fair.

For the initial first ticket, please go back to the issuing station. Now that presumably is not entirely correct - surely a claim can be made via post or online rather than in person?

 

[gray1404]

Yes you can either take the first ticket back to the station or send it to the train company that issued the ticket i.e. Northern. They will need the actual physical ticket so it can only be done by post or at a ticket office.

 

[bb21]

For the initial first ticket, please go back to the issuing station. Now that presumably is not entirely correct - surely a claim can be made via post or online rather than in person?

The claim is to the original retailer. You don't have to go back to the station. After all, the machine operator may not have anyone present at that location.

To be honest, that to me is rather poor. I know there is no strict requirement to forward things on, but when the customer is already inconvenienced, why not do them a favour and forward that part of the claim onto the relevant company, instead of inconveniencing them further? It hardly costs anything from the company's perspective. I regularly deal with things forwarded from other TOCs' customer service departments so it can be done, and is done in many cases.

 

[Haywain]

To be honest, that to me is rather poor. I know there is no strict requirement to forward things on, but when the customer is already inconvenienced, why not do them a favour and forward that part of the claim onto the relevant company, instead of inconveniencing them further? It hardly costs anything from the company's perspective. I regularly deal with things forwarded from other TOCs' customer service departments so it can be done, and is done in many cases.

As they don't have the physical ticket, the advice is correct.

 

[gray1404]

I actually wonder if it would have been cheaper for TPE to give the customer a full refund on the basis the wrong ticket was sold, ask for it to be returned and non issue the ticket. They will not get any revenue on it (save for a little bit of sales commission) and all the revenue will go to Northern as it is a Northern Only ticket. Them choosing to give 50% in delay repay compensation on a ticket as isn't valid and was incorrectly sold it a strange was of dealing with it.

 

[BC]

I did actually give them that option as it seemed fairer to do - ie they issue a refund back to the card for the full amount, and then take half the amount of the correct TPE ticket back... However in terms of faffing about they probably cant be bothered...

Just waiting for Northern now to come abck on the refund request - it'll either be painless or we will be arguing about the admin fee I suspect...

 

[gray1404]

I did actually give them that option as it seemed fairer to do - ie they issue a refund back to the card for the full amount, and then take half the amount of the correct TPE ticket back... However in terms of faffing about they probably cant be bothered...

Just waiting for Northern now to come abck on the refund request - it'll either be painless or we will be arguing about the admin fee I suspect...

Have you posted the ticket back to them?

 

[BC]

Not yet no - sent an email with a photo of it. Whenver I myself have had to request a refund it's been enough to send a photo of the ticket cut in half (which I've not done yet)

 

[ForTheLoveOf]

As they don't have the physical ticket, the advice is correct.

They can still forward the case to Northern, and then Northern can contact the passenger asking for whichever details they wish. It's unprofessional, in an industry as fragmented as the rail industry (but which is theoretically supposed to be all working together as one "National Rail" body), to tell people to contact other organisations themselves.

 

[gray1404]

Not yet no - sent an email with a photo of it. Whenver I myself have had to request a refund it's been enough to send a photo of the ticket cut in half (which I've not done yet)

Are you sure you don't mean you have been able to cut it in half and send a photo for delay repay claims? This is different to a refund request.

The 'old Northern' site had a refund form to download and post directly with tickets to Passenger Accounts in Manchester for any refunds for tickets from their ticket machines or ticket offices. I suspect the refunds are still processed there. They would usually respond and have a cheque with me within a week and it cut out having to go via Customer Services and wait ages for a reply.

 

[BC]

I just through I'd update this one for people now it's resolved.....

TPE said when they saw the ticket "but thats a Northern ticket..." I said that was issued by the onboard TPE guard/train manager

"Oh, we shouldnt have issued that ticket that was wrong of us. Here have a full refund." Despite offering them the monies for the correct TPE fare less half the agreed Delay Repay they were said that the train was cancelled had been very inconvenienced, so sorry, deep apologies, so they were happy to refund the lot, especially since it was a wrongly issued ticket...

Northern were basically a complete faff. They first insisted that the ticket was presented at the point of sale for a refund - I asked how refunds work at a TVM then... it went quiet. Much poking and prodding led to a request that I post the ticket, so I did then they said they hadn't got it - so I posted the pictures of the ticket and the envelope it went it. The argument then was that the buses were running - so I pointed out there was no announcement no notices and if they sell a train ticket and then replace with buses thats sufficient grounds to abandon journey as they never said at the point of sale....

Went quiet again....

Posted a letter before action in the end...

Refund cheque for the full amount arrived three days later.

I am not impressed with Northern at all. TPE despite screwing up on the issuance of the ticket have been more than reasonable.

 

[MikeWh]

Wow! That is absolutely awful from Northern. Thanks for updating us.

 

[BC]

I'm fairly certain that Northern were either inept, or just hoped I'd go away but even though it wasnt that much in the grand scheme of things it's worth it just to make them sort their appaling service out. I've met their unbeleiveably officious third party security goons before and I must confess to enjoying a little victory.