Red Spotted Hanky Web Error

[matt4p]

A few days ago i went onto redspottedhanky.com to look at the cost of tickets to london.

2 x adults, 2 x children for £30.60

So i used my tesco points and converted to a £30 RSHanky ecoupon.

I went through their online process to book the tickets but when i received the email confirmation it said 2x tickets only!!

Where were the childrens tickets??

Within 10 minutes of receiving the email confirmation I contacted RSHanky via email querrying where the 2x childrens tickets were??

They replied telling me that i hadnt ordered them and that i will need to make another order for the childrens tickets

They had charged me £30.60


I went back onto the RSHanky site and re inputted the ticket details and for 2x adults and 2x children its £30.60!!!

So why do i have to reorder at extra cost?

But guess what? They told me that to cancel the order i will be charged £10 admin fee!!!!!!!

Ah the admin fee.. £10 to click delete.

I went back onto their site again and put the info in again just to double check.. It now says its £61.20

So the outcome is

If i inputted the wrong details (which i know i didn't) - i am charged £10 to cancel the order

If there website has goone tits up. When my screenshots says it has - i am charged £10 to cancel the order.


Where do i stand on this?
It was £30.60 before i even booked the Tesco vouchers
It was £30.60 when i booked the tickets.
I didn't make any mistakes with my order, apart from using Red Spotted Hanky

 

[Searle]

Welcome to the forum!

For more help it would be useful to have some more information:
- The journey you are making
- The type of ticket you have booked
- The date of booking and date of travel.

People should be able to help a bit more with this information!

 

[MikeWh]

Can you let us know the ststions involved in case there is an explanation?

 

[matt4p]

Oh yes sorry

Huntingdon to Kings Cross
21/12/13 at 9am
returning at 4pm

for 2 adults and 2 children it comes to £30.60

I paid £30.60 and got 2x adult tickets
--- old post above --- --- new post below ---
my confirmation says -

Here is what the confirmation says. It shows only 2 tickets ordered but i definitely ordered 4. Just after recieving the confirmation i decided to go through the process again and as i went to the second page, the childrens tickets were dropped from the order. I explained this to them. It doesnt seem to do it now though.



Journey: 1 Huntingdon to London Kings Cross
Ticket type: Super Off Peak Day Return Valid on off-peak services by the route and Train Operator shown. Return journey must be made the same day.
Route: Via Any Permitted Route
Outward journey: 21 Dec 2013
Suggested service departs Huntingdon at 09:00 travel by Train service provider First Capital Connect to station London Kings Cross arrives 10:01
Return journey: 21 Dec 2013


Journey: 1 Huntingdon to London Kings Cross @ £30.60
SUP OFFPK DAY R £30.60 (2 @ £15.30)

Your Payment Card ****xxxx has been charged £0.60
You have used loyalty points xxxxxxx £30.00

 

[maniacmartin]

I've tried on the site and it's come up £30.60 for 2x Adult and 2xChildren

However, those tickets should cost roughly:
2x Adult Super Off-Peak Day Return 2x £17 = £34
2x Child Super Off-Peak Day Return 2x £8.50 = £17
Total: £51

However, RedSpottedHanky has spotted that it is cheaper to get
4x Adult Super Off-Peak Day Return with Groupsave-4 discount 4x £7.65 = £30.60
(I don't think you can mix and match adult and child tickets with Groupsave ???)

It's a bit bad of RSH as it doesn't make this clear anywhere in the booking process (I did a mock booking myself, up until where you pay) - especially since there is an extra restriction with Groupsave that the whole party must travel together at all times.

It should have then issued FOUR Adult Groupsave tickets, but appears to have gone wrong and forgotten about the other two. This is an issuing error, and you should not be charged an admin fee for an error on their part

 

[KeithP]

For background info, Matt has already asked for help on MSE:

http://forums.moneysavingexpert.com/showthread.php?t=4837910​

 

[MikeWh]

I've taken it as far as I can without paying and I also get 30.60 for 2ad2ch. The tickets are groupsave so the extra 2 go free (when 3 or 4 travel you only pay for 2). I think RSH need to sort that out because it sounds like you did everything right.

 

[matt4p]

Thanks for taking the time to look at this guys. It's very frustrating. A manager was supposed to call me back tonight. I'm now going through Tesco to get it resolved. I'll update you with how i get on.

 

[bnm]

Is it not possible that the tickets, when received/collected, will have "4 Adults" printed on them?

Just two tickets needed then. One for the outward journey and one for the return.

If that is the case then it's perfectly allowable for the 2 children to travel on these adult tickets. And it is the cheapest possible fare for the group that is travelling.

 

[CyrusWuff]

Not that it particularly helps the OP, but I've just tried this on the Chiltern site as I can't stand RSH's "FaresView" engine, and it (correctly) comes up with:

The following is the details of your saved journey:
Journey: 1 Huntingdon to London Kings Cross @ £30.60

Ticket type: Super Off Peak Day Return
Route: Via Any Permitted Route

SUP OFFPK DAY R £30.60 (4 @ £7.65)

 

[bb21]

Yes. I tried the same with RSH and the pre-order confirmation screen correctly identifies the product being sold as GroupSave 4 Super Off-Peak Day Returns.

It sounds like a royal cock-up by RSH to me. You should receive eight coupons: one outward and one return for each person, had this been done correctly.

 

[bb21]

Is it not possible that the tickets, when received/collected, will have "4 Adults" printed on them?

Not if these are normal GroupSave products by former NSE companies.

 

[matt4p]

This is easily the most helpful forum i have been on. Thanks for all the time and effort looking into this. Hopefully tomorrow i will be able to update you.
--- old post above --- --- new post below ---
After a call from Tesco, Red Spotted Hanky chose to call me and offer correcting my shortage of tickets. Thanks everyone for investigating.
Matt