As I had done on previous occasions, on 1 Sept I booked through my GWR account a Senior Railcard Advance ticket to travel from Totnes to Cambridge on 7 Sept @£42-95 and received the expected email ack. with booking ref and ticket collection ref.
The following day I needed to change the date of travel to 8 Sept which I did online for a ticket uplift of £3 and admin fee of £10, and got an email ack. with the same booking ref. At the time I did not notice that it said there would be another email with amended ticket details, which I never received.
Early on 7 Sept I got a further email titled "Get ready for tomorrow's trip" with the same booking ref. It said my departure time was 1839 that day, which was the original time I should have caught the Eliz. line from Paddington to Farringdon(!). I posted on here about this with the subject line "Bizarre reminder from GWR" but it has been moved or taken down since.
When on 8 Sept I went to collect the ticket from the machine at TOT using the only ticket ref I had been sent it responded "Your ticket has already been issued or part issued. Contact the Ticket Office. The clerk in the ticket office said he could not issue the ticket as it had already been claimed at "Window 42" on the day I booked it Sept 1. He could not tell me where this was or identify the details of the revised booking from the ref. no., and wanted the amended ticket collection no. which I have never been sent. He made me purchase a completely new ticket @ #45-95 (which is same as the revised price I had previously paid). There was no seat reservation but it was not working on the 1142 departure 1A82 anyway. And he gave me a Delay Repay form which does not really cover the situation.
The subsequent journey was disrupted by the fatality nr Royston but I arrived at CBG via Liverpool St at 1649 instead of the planned 1613 via KGX so 36 mins late.
How do I claim a refund for the ticket which was not available for collection on the day?
The following day I needed to change the date of travel to 8 Sept which I did online for a ticket uplift of £3 and admin fee of £10, and got an email ack. with the same booking ref. At the time I did not notice that it said there would be another email with amended ticket details, which I never received.
Early on 7 Sept I got a further email titled "Get ready for tomorrow's trip" with the same booking ref. It said my departure time was 1839 that day, which was the original time I should have caught the Eliz. line from Paddington to Farringdon(!). I posted on here about this with the subject line "Bizarre reminder from GWR" but it has been moved or taken down since.
When on 8 Sept I went to collect the ticket from the machine at TOT using the only ticket ref I had been sent it responded "Your ticket has already been issued or part issued. Contact the Ticket Office. The clerk in the ticket office said he could not issue the ticket as it had already been claimed at "Window 42" on the day I booked it Sept 1. He could not tell me where this was or identify the details of the revised booking from the ref. no., and wanted the amended ticket collection no. which I have never been sent. He made me purchase a completely new ticket @ #45-95 (which is same as the revised price I had previously paid). There was no seat reservation but it was not working on the 1142 departure 1A82 anyway. And he gave me a Delay Repay form which does not really cover the situation.
The subsequent journey was disrupted by the fatality nr Royston but I arrived at CBG via Liverpool St at 1649 instead of the planned 1613 via KGX so 36 mins late.
How do I claim a refund for the ticket which was not available for collection on the day?