East coast lost ticket

[magpie999]

Hi, hope im in the right place for advice...

I went to collect 13 return tickets from a self service machine at durham station today and have just realised 1 of the seat reservation tickets and 1 of the ticket parts are missing, im guesing mislaid by myself (the tickets were bought online in transactions of 6,6 and 1). The tickets are all returns from durham to london for travel on dates in novmeber and the missing ones are for the return journey from london to durham.

Will East coast replace these parts of the tickets for me? I have the receipts and all other tickets in hand.

many thanks

 

[hairyhandedfool]

If the tickets were actually issued, East Coast are unlikely to re-issue them.

 

[michael769]

I would suggest contacting East Coast customer services and asking for their advice.

I would also suggest calling the station, if you left them behind they may have been handed in.

 

[GPR]

I bought Virgin tickets and lost them.
Was told I couldn't do anything.

 

[island]

Unfortunately it is unlikely that the tickets will be replaced.

 

[yorkie]

Almost no chance!

If it was just one reservation coupon, then by approaching the guard, the vast majority would understand and accept the ticket as part of a group booking.

But as it's the ticket as well, then I think not.

 

[DaveNewcastle]

Not quite "no chance". But its slim.

If you contact EC's Customer Services, then they can interrogate the TVM (Ticket Vending Machine) and confirm that the missing ticket coupons were or were not actually printed. If not, then clearly they will correct the error for you.

Similarly, if they have confirmation that they were printed, then it is still possible, albeit less likely, that they might agree to refund you (retrospectively) if you have to buy other tickets for your journey and can provide compelling evidence that the original tickets were not used. You should not put your tickets into any barrier at your destination station so that they are not retained and then you will be able to send them all to EC as evidence.
(I'm aware of the Company doing this on more than one occassion)

Make that call as soon as possible; and as michael679 advises, check with the Station directly, in person if its possible.

 

[oversteer]

NXEC reprinted a reservation coupon for me once, i had failed to pick it up from a TVM, so perhaps EC are the same.. Always worth asking!

 

[yorkie]

NXEC reprinted a reservation coupon for me once, i had failed to pick it up from a TVM, so perhaps EC are the same.. Always worth asking!

That's good to hear. Though even if Customer Services didn't do this, I'm pretty certain the guard would accept a missing reservation coupon when shown all the other tickets/coupons and a printout of the booking confirmation.

I once lost the reservation coupon for several tickets, but when showing all other documentation to the guard, he was absolutely fine about it. Approaching the guard is strongly recommended in situations like this.

 

[magpie999]

thanks for all replies, i am popping along to the station in the next hour to see if i can resolve the issue. as it happens 1 of our party has dropped out so the ticket that is missing is now irrelevant. hopefully can get them to reprint the reservation copy as there are still 5 people's tickets depending on that!

 

[calc7]

Perhaps related, I booked an Anytime Return on the East Coast website and got seat reservations for the services I wanted to use.

The confirmation email had the details of the seat reservations on both the outward and return legs.

When I printed out the tickets shortly after at a Northern-operated TVM, no coupon was printed for the return journey, and indeed the receipt said 003 coupons, i.e. an OUT, a RTN and a reservation for the outward.

I didn't pursue the matter as it was an Anytime ticket but I'm not sure if there's any system issues going on?

 

[oversteer]

That's good to hear. Though even if Customer Services didn't do this, I'm pretty certain the guard would accept a missing reservation coupon when shown all the other tickets/coupons and a printout of the booking confirmation.

Actually.. he didn't! To stay in my seat I had to buy a new first class open single despite having all the other paperwork including printed booking confirmation. I was travelling on an advance ticket though, so I realise now it would have had booked train plus seat details.

Then I realised I didn't have the reservation for the return journey, but NXEC customer services arranged for me to collect it before returning. (And later on refunded the new ticket)

I have no idea to this day whether the TVM didn't print all the coupons or whether they dropped into both sides of the hopper and I only noticed one side.

 

[jon0844]

I bought Virgin tickets and lost them.
Was told I couldn't do anything.

I trust you're lying. Everyone says Virgin has excellent customer service. I'd have expected Richard Branson would have sent a taxi to take you to your destination as way of showing their amazing service that goes way beyond the call of duty...

 

[Greenback]

I trust you're lying. Everyone says Virgin has excellent customer service. I'd have expected Richard Branson would have sent a taxi to take you to your destination as way of showing their amazing service that goes way beyond the call of duty...

That is completely and utterly wrong.

The bearded wonder would have turned up himself in his gold plated Rolls to take the customer on their journey, complete with a four course meal en route.

 

[bb21]

I have recently experienced problems with the new-style ToDler machines (those that offer collection only and no purchases).

I had five tickets booked in one transaction and was given one collection reference. When I went to fetch them from a ToDler machine, only two sets of tickets with reservations printed. The collection receipt confirmed that only these ones printed. When I tried retrieving the same booking from another ToDler machine I was told that there was no more tickets to print, obviously untrue.

I then sought help from a member of staff who informed me that the ToDler machines were not very reliable. We successfully retrieved the rest of the tickets from an S&B machine.

If the collection receipt the OP has indicates that not all tickets have been printed, it might well still be in the system.