Just been to print of tickets for a journey from London to Inverurie tomorrow, to avoid any glitches in the morning and was immediately faced with...a glitch! In the past I've understood that you can use any card to retrieve tickets at a machine, but this was asking for the specific card. That card is expired and now cut up so...how do I retrieve them? If I had left it until 15 mins before departure as usual I'd be in a bit of a mess!
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Collecting tickets with expired card
- Thread starter williamn
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Which retailer have you purchased the tickets from?
It is worth trying to collect them with any card on the off chance it works.
As a fall back, try a ticket office, or call the retailer.
It is worth trying to collect them with any card on the off chance it works.
As a fall back, try a ticket office, or call the retailer.
I trust you didn't book with the forum's site? We don't require same card collection, but some other retailers do.
You'll need to contact the retailer.
A ticket office might do it, if you show ID, but many ticket offices won't do this.
Were e-tickets not available?
It was with LNER, and I tried multiple cards and machines! I shall try the ticket office in the morning... I've tweeted them but doubt I'll get a reply till tomorrow now.
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Oh they've just replied - they say that I need to use the card I purchased with but I need to call the 'solutions team' who 'may' be able to assist! This is nuts!
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Oh they've just replied - they say that I need to use the card I purchased with but I need to call the 'solutions team' who 'may' be able to assist! This is nuts!
I think it only checks the last 4 (?) digits, so if you have any card, or know of anyone with any card, where just that part matches, that would sort it.
Failing that, you will need to re-book and request a refund; they may charge an admin fee.
LNER do state:
www.lner.co.uk
If you want to be able to use any card in future, you may wish to consider using another retailer (or purchasing e-tickets, where available)
What's your departure time?
Be aware LNER do often charge a premium compared to buying through us, as well as not allowing any card collection:
Failing that, you will need to re-book and request a refund; they may charge an admin fee.
LNER do state:
Tickets & Savings | LNER
Looking for cheaper train tickets? Check out our top savings tips, as well as finding the best ticket type to book for your journey.
I would do that this evening as the price may go up tomorrow.
If you want to be able to use any card in future, you may wish to consider using another retailer (or purchasing e-tickets, where available)
What's your departure time?
Be aware LNER do often charge a premium compared to buying through us, as well as not allowing any card collection:
Urgh, this is an absolute nightmare and surely must be quite a common situation? I've noticed that if I ask in person at my local ticket office they print out an order without asking for a card, is it possible they would be able to do so in this case?
I'm on the 10.00. I have also booked a whole raft of other tickets within Scotland and back to London with the same card on LNER. I never usually book on this card but there was a substantial 8% cash back.
I'm on the 10.00. I have also booked a whole raft of other tickets within Scotland and back to London with the same card on LNER. I never usually book on this card but there was a substantial 8% cash back.
It is, that's why it's in their FAQ.
Not if the retailer has set it to a specific card to be required... unless the retailer changes it or the ticket office staff over-ride it, which depends on their policy and/or how staff act on the day and/or the systems they are using.
You can either do as LNER instruct now, or take a gamble on the day (the maximum you could have to pay would be the cost of the Super Off Peak Single, minus the amount already paid, and potentially subject to an admin fee).
Ah; I see. Our fare does save more than 8% but we can't compete with cashback offers on top of that unfortunately.
LNER do a lot of passenger unfriendly stuff!
But they offer cashback and have a huge advertising campaign (part subsidised by taxpayers), and offer perks and things that we can't compete with, to lure people into using them.
Good luck; let us know how you get on (however anyone else in a similar position can't read too much into it, as the actions of ticket office staff at one location are not necessarily indicative of another ticket office...)
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Indeed… on this note. If LNER ticket office at Kings Cross say no, there’s no harm in popping over the road and asking EMR and/or Thameslink at St Pancras. Ask each if they’re able to help print the tickets given the old card expired.
(Just don’t tell the each subsequent that the first one you tried refused…)
Haywain
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It's pretty clear on the booking confirmation and in the booking process. You can't blame this on the small print.
Deafdoggie
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Why are you not using e-tickets?
Is it? I book train tickets all the time and didn’t notice it.
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LNER don’t seem to issue them when there are Scotrail services on the same booking.
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Deafdoggie
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Ah! The curse of Scotrail m-tickets!
Taking a step back for a second, LNER knew the card wasn't going to be valid at the time of travel during the purchasing transaction and could/should have made it clear that collection from a TVM may not be possible (or at best point out the need to retain and use the expired card for collection). It’s obviously a common use case that hasn’t been considered and included in the TVM specification.
Haywain
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A TVM will happily recognise an expired card for the purpose of ToD collection, so no issue with the specification.
It didn't warn the OP not to cut up the expired card (contrary to the issuing bank's advice, no doubt), did it?
Haywain
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I haven't got a booking confirmation email to hand, but this is in the booking process:
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As above, it says you will need "the physical card you paid with".
Indeed, but every single train booking site says that and my experience until now has been that any card you own will work.
In any case, this is not an unusual circumstance and a work around better than ‘cancel your booking and make a new one’ would seem reasonable, especially as most would only find out on the day and a horrifically expensive open ticket is likely to be the only option.
I'm not disagreeing with that. However, a friendly warning on-screen during the transaction that points out the expiry date and offers the choice to proceed or choose another payment card would be a user friendly improvement. You could even have a "don’t warn me again for this card" option for frequent travellers.
Next up, timely warnings of impending railcard expiry........
bcarmicle
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A customer can also collect tickets before the card expires.
In any case, is this a sufficiently common scenario that it justifies another message that will no doubt be ignored? (After all the OP acknowledged ignoring the first warning)
I know it's been said in more recent times on here that LNER's (current, don't know if it's the same one as 2019) backoffice doesn't support changing booking to any card collection, which makes sorting these situations a pain.
I think it's possible for certain members of staff with the correct access rights to change it to any card collection in a central industry frontend, but whether the correct escalation path to get this actioned is known/documented to frontline support staff is a different matter.
I think its less a case of ignoring a warning message, more that I didn't register when booking in April than my card was expiring in June. With web browsers increasingly storing all your card details one doesn't need to type in expiry dates, so its very easy not to realise.
Very good point.
Also, following on from other posts, what happens if someone's card gets stolen or lost before they are able to collect their tickets?
My advice in future is to book it as a through journey from your local GTR station, to ensure you are 100% covered in the event of any trains being retimed, cancelled, delayed etc and to make any disputes very easy to deal with, and to use a retailer that allows any card collection to avoid the problem described in this thread.
Yes you were lucky GTR overrode it, but there is no guarantee that will happen on another occasion.
Most retailers do allow any card collection; LNER don't.
Yes you were lucky GTR overrode it, but there is no guarantee that will happen on another occasion.
Most retailers do allow any card collection; LNER don't.
LNER’s helpful advice in this circumstance is the same. Cancel and refund your booking and make a new one.
Of course they’d be able to refund it to your new card…
Haywain
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It would be refunded to the original card - the expiry or cancellation of the card has no impact on the refund going back to the same account.
Last time I had a refund due on a booking with a by then expired card LNER had to take all my new card details over the phone. Given that, why could they not associate a booking with a new card?
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