Ticketing On Departure problem

[Regeff]

For the first time ever yesterday, I encountered a problem when attempting to collect tickets ordered online from a ticket vending machine (TVM), a process I've carried out dozens of times without incident.

The tickets (two advance singles, one for the outward journey and one for the return leg) were covered by one booking reference. The TVM only printed out the outward leg ticket plus its reservation coupon and a collection receipt. There was no sign of the return leg's tickets. The receipt showed only "002 coupons" rather than "004 0coupons" and only showed the fare for the one ticket, rather the total fare for the two tickets. The email confirming the booking clearly shows both legs are included in the one booking reference.

I asked the ticket clerk in the booking office (a different TOC to the one the ticket covers) if he could check and although he was helpful and tried to solve things, his terminal kept giving him a message that the wrong debit card was being used for collection (it wasn't!).

Has this glitch happened to anyone else? It's no big deal as I have ordered (and collected!) another ticket for the return leg and have written to the issuing TOC claiming a refund (following advice they gave on 'phoning them), but it could prove tricky if it happens to someone leaving collection of the tickets until immediately before travelling.

 

[bb21]

Who did you buy the tickets from and how exactly did you pay for the tickets?

 

[Regeff]

Chiltern Railways, by debit card plus using a voucher code they sent me.

 

[Brucey]

Did you try to collect from a Scheidt & Bachmann machine [picture] or a SWT ToD only machine?

 

[Regeff]

S&B machine

 

[Brucey]

S&B machine

There is an "issue" with these machines where they don't like some transactions performed on WebTIS sites (e.g. Chiltern).

My list of problem transactions include: those paid part card and part with vouchers, season tickets and orders involving multiple tickets.

 

[bengolding]

Had the same problem a number of times recently when collecting multiple tickets booked under 1 reference on RSH. Had to call them and they confirmed ticket hadn't printed, providing another reference. I used an EMT collection-only machine at St Pancras, where 1 ticket didn't print. Then tried the same reference on an ordinary EMT self service machine, and it came out.