Trainline Gold Record Card problems with sTicket season

[Watershed]

A family member bought a Gold Card eligible annual season ticket through the Trainline app, selecting sTicket fulfilment.

The season ticket itself is working fine but the Gold Record Card has never been received a few months down the line.

Has anyone else had this issue? Any experiences getting it fixed? Based on previous experience with their customer services (when buying tickets from CrossCountry back when they used Trainline) I'm not holding out high hopes of a swift resolution...

 

[CyrusWuff]

Given the travel ticket is an sTicket, I would have thought that Trainline would issue a Digital Gold Record Card rather than sending a physical one in the post.

Regardless, they'll have to go through Trainline to resolve the issue as they were the original retailer.

 

[Watershed]

Given the travel ticket is an sTicket, I would have thought that Trainline would issue a Digital Gold Record Card rather than sending a physical one in the post.

Regardless, they'll have to go through Trainline to resolve the issue as they were the original retailer.

Yes, I've advised them to contact Trainline but they only offer a support form. Let's see what they respond.

 

[Watershed]

Trainline have now agreed to issue the Gold Record Card but are refusing any kind of reimbursement or compensation. I will advise my relative on how to pursue that further as I believe it's a fairly clear-cut breach of contract to fail to send out the Gold Record Card, and will report back on any updates.