Tickets on Departure

[janecr]

Apologies if this has been asked before - couldn't find anything when searching.

I bought some tickets from Raileasy and selected the Ticket on Departure option, but the credit card that I used has now been lost. The email said that I could collect the tickets from the ticket office - so will they be able to issue the tickets if I show them a credit card bill from the card that has been lost? The only alternatives that Raileasy suggest are phoning them on their extortionate £1 a minute 0906 number and getting them sent out (presumably at extra cost) or buying new ones and paying a £10 admin charge.

I was also wondering if anyone has challenged/complained about these conditions given that so many people must have credit cards lost/stolen in the meantime? Deutsche Bahn allow you to show a bill as substitute ID in these cases.

Thanks

 

[transportphoto]

The tickets should be able to issued at any station ticket office on production of Photo ID (2 sets may be required) and a utility bill - along with the 8 digit reference number and conformation e-mail.

Try that but if it fails ring Rail Easy on 01561 376070 (should be charged at normal rate) but in the future I would recommend buying tickets from a Train Operating Company (East Coast is excellent) website - this avoids booking fee and extra charges, you just pay for the tickets.

 

[MikeWh]

Also, for the future, although it is called tickets on departure you can actually pick them up from any station with a TOD enabled TVM from about 2 hours after ordering online (sometimes even quicker). Obviously it's not so convenient if you live miles from a station, but I always pick my tickets up within a day of ordering so that I don't have to worry about any card problems.

 

[ChrisTheRef]

If you take a credit card bill (from the card used for payment), your booking reference number, the confirmation email and some photo ID with you, there should be no reason they can't be issued at a ticket office.

 

[Pumbaa]

On the other hand, simply requesting to pick the tickets up from the ticket office before travelling (by a day or more) by presenting just the ToD number will suffice - I have never had to present my card at the ticket office, just confirm the booking details (journey, date and name).

 

[transportphoto]

On the other hand, simply requesting to pick the tickets up from the ticket office before travelling (by a day or more) by presenting just the ToD number will suffice - I have never had to present my card at the ticket office, just confirm the booking details (journey, date and name).

Apart when they are working on Tribute - unless in the situation described, the card has to be inserted into the reader

 

[barrykas]

Another option is to call Raileasy and explain the situation, and they can then set the booking to allow it to be retrieved using any card, rather than just the one it was booked with.

Cheers,

Barry

 

[transportphoto]

Another option is to call Raileasy and explain the situation, and they can then set the booking to allow it to be retrieved using any card, rather than just the one it was booked with.

Cheers,

Barry

Yep, it is another option - I posted their geographical number above...

Try that but if it fails ring Rail Easy on 01561 376070 (should be charged at normal rate)

 

[yorkie]

The tickets should be able to issued at any station ticket office on production of Photo ID (2 sets may be required) and a utility bill - along with the 8 digit reference number and conformation e-mail.
.

Just name and address has been all that I've been asked for when I've been in that situation.

 

[janecr]

Hi all,

Thanks for your advice. Maybe I have been unlucky or very unpersuasive but (1) first ticket office said that I had to phone Rail Easy and ask for ticket to be changed to ID pick up or any card pick up (2) the geographical number I called (see above) denied having anything to do with Rail Easy (3) the Rail Easy operator on the 0870 number I called said that they were unable to change to any card/Id pick up and only option was to cancel and rebook (4) second ticket office said they had to have card it was booked with in order to issue. My only option seems to be to cancel tickets, pay £10 admin fee and buy new ones!

 

[Max]

I wouldn't give up on this, it sounds like you're being fobbed off frankly. What stations have you tried?

 

[DaveNewcastle]

. . . the Ticket on Departure option, but the credit card that I used has now been lost. The email said that I could collect the tickets from the ticket office - so will they be able to issue the tickets if . . . .

Yes, as all the others on here have confirrmed, you CAN collect them from any Ticket Office if you can show them a print-out of your booking details (which will show enough detail to identify your booking).
I've done it myself with no difficulty at all.

The tickets should be able to issued at any station ticket office on production of Photo ID (2 sets may be required) and a utility bill - along with the 8 digit reference number and conformation e-mail.

Yes, provide your confirmation (printed on paper for convenience but with absolutely no legal status), and for your own comfort you could also look out those documents. But I can't agree that there is any obligation, condition, benefit or or legitimacy attached to producing these documents, particularly a "utility bill".

@transportphoto Where have you read this requirement for the collection of rail tickets? What assurance against risk do you understand that the Company obtains from having sight of these?

 

[yorkie]

Which ticket office(s) have you tried?

East Coast I've had no problems with. EMT can be a problem.

As I have no idea what part of the country you're in, I am unable to advise further other than to say contact Passenger Focus.

 

[Solent&Wessex]

Which ticket office(s) have you tried?

East Coast I've had no problems with. EMT can be a problem.

As I have no idea what part of the country you're in, I am unable to advise further other than to say contact Passenger Focus.

The instructions in the fares manual online say that if the TOD has been flagged as needing the actual payment card for collection, and the customer does not have that actual payment card, they need to purchase a new ticket and contact the place where they bought the original ticket - in this case Raileasy.

I've had a scout through the other sections, and it seems that basically you have to contact the company who sold you the ticket. This does highlight one of the problems of independent travel agents getting involved in this process, as I'm sure if it was a TOC who sold the ticket, they would be obliged to more helpful in this situation.

 

[transportphoto]

@transportphoto Where have you read this requirement for the collection of rail tickets? What assurance against risk do you understand that the Company obtains from having sight of these?

I have said what you have quoted after a similar problem, we lost the bank card however didn't phone whoever and just took the above items and the clerk said this is exactly what they needed as this is the standard practice across the country.

But with kwvr45's quotes this may not be the case anymore.

 

[Solent&Wessex]

I have said what you have quoted after a similar problem, we lost the bank card however didn't phone whoever

But with kwvr45's quotes this may not be the case anymore.

Just because it says something in the fares manual, doesn't mean to say that is what always happens, as we all know. There was another bit I forgot to quote which basically said that something different may happen "subject to local instructions".

 

[janecr]

The two ticket offices were Fratton and Portsmouth & Southsea.
--- old post above --- --- new post below ---
Tried again at Fratton this morning and very helpful ticket office man issued tickets on production of Photo ID!

 

[reb0118]

Tried again at Fratton this morning and very helpful ticket office man issued tickets on production of Photo ID!

Good for you. Common sense succeeds at last.