Why can I no longer get e-tickets on Trainline?

[BlueTrain]

I was just starting to completely trust e-tickets when I find I can no longer get them on Trainline.

A couple of times last year (2023) I tried to purchase tickets but there was no option for an e-ticket, so I had to collect them from the station.

It's not a huge problem, but I live some distance from the nearest station (about 13 miles), and I like to have my tickets at the start of a journey in case I forget to collect them or, more likely, there is a public transport delay, or the ticket machine doesn't want to play.

The usual explanation is that the train operator doesn't allow use of e-tickets, but I find that hard to believe.

The journeys in question were on LNER trains to Newcastle Airport on the east coast main line.

In any case, if you try to buy the same tickets on LNER's website, you can get an e-ticket without any problem. So whats up?

If I was being cycnical, I might suspect that LNER was only offering e-tickets on their website/app to steer people away from other ticket providers, but that's probably just me being paranoid.

 

[800Travel]

I was just starting to completely trust e-tickets when I find I can no longer get them on Trainline. A couple of times last year (2023) I tried to purchase tickets but there was no option for an e-ticket, so I had to collect them from the station. It's not a huge problem, but I live some distance from the nearest station (about 13 miles), and I like to have my tickets at the start of a journey in case I forget to collect them or, more likely, there is a public transport delay, or the ticket machine doesn't want to play. The usual explanation is that the train operator doesn't allow use of e-tickets, but I find that hard to believe. The journeys in question were on LNER trains to Newcastle Airport on the east coast main line. In any case, if you try to buy the same tickets on LNER's website, you can get an e-ticket without any problem. So whats up? If I was being cycnical I might suspect that LNER was only offering e-tickets on their website/app to steer people away from other ticket providers, but that's probably just me being paranoid.

LNER would operate to Newcastle, and then Tyne and Wear Metro operate to the airport.

Any forum members know if T&W metro issue paper tickets mainly?

 

[CyrusWuff]

Trainline use their own database to determine whether or not e-tickets are offered for a given journey, rather than the central database that every other retailer uses.

This results in e-tickets being offered where they shouldn't be (e.g. journeys involving a cross-London transfer) and not offered where they should be.

I would assume that through tickets to Newcastle Airport via the Metro fall into the former category, though a ticket just to Newcastle should be fine.

 

[ainsworth74]

Any forum members know if T&W metro issue paper tickets mainly?

Smartcard and paper tickets as far as I'm aware, though to my knowledge National Rail tickets don't work the gatelines and you have to be asked to be let through manually.

 

[BlueTrain]

This results in e-tickets being offered where they shouldn't be (e.g. journeys involving a cross-London transfer) and not offered where they should be.

I would assume that through tickets to Newcastle Airport via the Metro fall into the former category, though a ticket just to Newcastle should be fine.

I think I've had the same problem with journeys that didn't include the Metro. On that occasion I did get a paper ticket, but I just bought an e-ticket for a trip that goes all the way to the airport from LNER's website when they were unavailable for the same trip on Trainline, so either they made a mistake, or LNER are following different rules. I'll see what happens at the Metro. Last time I used the Metro they took me to one side when they saw I had a paper national rail ticket, rather than a Metro ticket. Not sure why.

 

[ainsworth74]

I don't think LNER should be issuing tickets to Newcastle Airport as e-tickets but I could be wrong...

 

[CyrusWuff]

I don't think LNER should be issuing tickets to Newcastle Airport as e-tickets but I could be wrong...

Looking at Knowledgebase I'd concur, given such tickets include T+W Metro travel.

 

[londonbridge]

Smartcard and paper tickets as far as I'm aware, though to my knowledge National Rail tickets don't work the gatelines and you have to be asked to be let through manually.

Thats right, there is inter availability on National Rail and the Metro between Sunderland and Newcastle, on occasion I’ve ended up with paper tickets for a through journey from Sunderland to London via Newcastle and, having used the Metro for the first leg, have had to show my ticket to gateline staff in order to be let through to the mainline station.

 

[MrJeeves]

I don't think LNER should be issuing tickets to Newcastle Airport as e-tickets but I could be wrong...

Seems like they've been put into RCS as fulfillable by e-ticket...

 

[Wallsendmag]

I don't think LNER should be issuing tickets to Newcastle Airport as e-tickets but I could be wrong...

You’re wrong we’ve spoken to Nexus at length about Smart ticketing

 

[yorkie]

I was just starting to completely trust e-tickets when I find I can no longer get them on Trainline.

Have you tried purchasing them from us?

You'd benefit from our seat selector (which you'd also get if you booked through LNER, to be fair) and we do not charge any booking fees, so we wouldn't charge any more than what LNER are charging (we may occasionally charge less; if we find a cheaper combination of tickets).

== Doublepost prevention - post automatically merged: 14 Jan 2024 ==

You’re wrong we’ve spoken to Nexus at length about Smart ticketing

That's good to hear

 

[ainsworth74]

You’re wrong we’ve spoken to Nexus at length about Smart ticketing

Fair doos

 

[CyrusWuff]

You’re wrong we’ve spoken to Nexus at length about Smart ticketing

It's a shame that TfL and Merseyrail aren't so amenable!

 

[Deafdoggie]

I'm sure if you contact Trainline about it they'll fix it

 

[Wallsendmag]

It's a shame that TfL and Merseyrail aren't so amenable!

We've worked together to enable Smartcard seasons to Nexus locations as well.

 

[OscarH]

I'm sure if you contact Trainline about it they'll fix it

Shame they'll just fix this individual instance instead of actually comply with the standards they're contractually obliged to

 

[Deafdoggie]

Shame they'll just fix this individual instance instead of actually comply with the standards they're contractually obliged to

That's the attitude of the rail industry as a whole I'm afraid. They're contractually obliged to run certain trains, but often don't!

 

[MrJeeves]

That's the attitude of the rail industry as a whole I'm afraid. They're contractually obliged to run certain trains, but often don't!

Last time I checked, Trainline weren't obligated to run any trains.

 

[Deafdoggie]

Last time I checked, Trainline weren't obligated to run any trains.

And that's why I said the whole of the rail industry.

 

[MrJeeves]

Sorry you feel that way about the whole industry. There's definitely good people and organisations in the industry.

 

[Timbo2024]

I was just starting to completely trust e-tickets when I find I can no longer get them on Trainline.

A couple of times last year (2023) I tried to purchase tickets but there was no option for an e-ticket, so I had to collect them from the station.

It's not a huge problem, but I live some distance from the nearest station (about 13 miles), and I like to have my tickets at the start of a journey in case I forget to collect them or, more likely, there is a public transport delay, or the ticket machine doesn't want to play.

The usual explanation is that the train operator doesn't allow use of e-tickets, but I find that hard to believe.

The journeys in question were on LNER trains to Newcastle Airport on the east coast main line.

In any case, if you try to buy the same tickets on LNER's website, you can get an e-ticket without any problem. So whats up?

If I was being cycnical, I might suspect that LNER was only offering e-tickets on their website/app to steer people away from other ticket providers, but that's probably just me being paranoid.

We travel by Chiltern Warwick Parkway to London Marylebone (mainline only). For many years we have used e-tickets via trainline. Suddenly this year that option has been withdrawn. Is this a cynical ploy to get us to use ticket offices? Anybody tell me why it would have changed?

 

[Deafdoggie]

We travel by Chiltern Warwick Parkway to London Marylebone (mainline only). For many years we have used e-tickets via trainline. Suddenly this year that option has been withdrawn. Is this a cynical ploy to get us to use ticket offices? Anybody tell me why it would have changed?

It'll sell e-tickets to me! Might be worth dropping trainline an email, or use another site.

 

[Bletchleyite]

We travel by Chiltern Warwick Parkway to London Marylebone (mainline only). For many years we have used e-tickets via trainline. Suddenly this year that option has been withdrawn. Is this a cynical ploy to get us to use ticket offices? Anybody tell me why it would have changed?

Warwick Parkway to Marylebone is e-ticketable using Trainline, I just tried it.

Sure you aren't selecting a Travelcard?

 

[Sealink]

Doesn't the Trainline charge totally avoidable booking and payment fees?

 

[skyhigh]

Doesn't the Trainline charge totally avoidable booking and payment fees?

Not if you book on the day of travel.

 

[MrJeeves]

Not if you book on the day of travel.

...and you're doing so on the app and not the website

 

[Sealink]

Not if you book on the day of travel.

Didn't know that. I am going to try RF ticketing site next but have used Virgin Trains Ticketing (no booking or payment fees even in advance) and their points add up to discounts or a Greggs Steak Bake

 

[aligrant]

I was just starting to completely trust e-tickets when I find I can no longer get them on Trainline.

A couple of times last year (2023) I tried to purchase tickets but there was no option for an e-ticket, so I had to collect them from the station.

It's not a huge problem, but I live some distance from the nearest station (about 13 miles), and I like to have my tickets at the start of a journey in case I forget to collect them or, more likely, there is a public transport delay, or the ticket machine doesn't want to play.

The usual explanation is that the train operator doesn't allow use of e-tickets, but I find that hard to believe.

The journeys in question were on LNER trains to Newcastle Airport on the east coast main line.

In any case, if you try to buy the same tickets on LNER's website, you can get an e-ticket without any problem. So whats up?

If I was being cycnical, I might suspect that LNER was only offering e-tickets on their website/app to steer people away from other ticket providers, but that's probably just me being paranoid.

am totally with you - I just booked a train to Barnstaple - from Berwick - upon - tweed, and NO option was given for e-ticket on Trainline - it's thorough perplexing. Trainline also seem to have no way of even chatting on line or any sort of customer service whatsoever, for you to express any views.

 

[Bletchleyite]

am totally with you - I just booked a train to Barnstaple - from Berwick - upon - tweed, and NO option was given for e-ticket on Trainline - it's thorough perplexing. Trainline also seem to have no way of even chatting on line or any sort of customer service whatsoever, for you to express any views.

You can't e-ticket cross London journeys and never have been able to.

 

[jfollows]

am totally with you - I just booked a train to Barnstaple - from Berwick - upon - tweed, and NO option was given for e-ticket on Trainline - it's thorough perplexing. Trainline also seem to have no way of even chatting on line or any sort of customer service whatsoever, for you to express any views.

Did you book the “NOT VIA LONDON” ticket?
If not, all other tickets Berwick-Barnstaple require a paper ticket for the London Underground transfer.