Trainline ticket not accepted

[kacper]

SWR have some revenue workers that are employed through a recruitment agency, so perhaps there’s a chance that they’re not trained properly

 

[Starmill]

Sadly this isn't the first time we've seen staff on the ground refer to accredited retailers as "fraudulent" or "cowboys" during an exchange where they are contravening the most basic industry rules. I'm sure it won't be the last time it happens, I doubt it'll even result in a no-biscuits meeting

I imagine most of the staff who defame trainline in front of customers are just using it as an attempt to distract from the fact that they're doing their job so badly. It's not common but it's interesting how the ones who do it are so consistent.

 

[yorkie]

I was using a Trainline-bought ticket today travelling on the 10:24 from Frome to Axminster, changing at Salisbury.

When my ticket was checked by South West Rail revenue inspectors I was told my ticket was not valid as I should be going via Yeovil. I pointed out the ticket details showed the change at Salisbury.

The response was that “Trainline is a fraudulent company” and the itinerary attached to my ticket was “meaningless”. They showed me their reader which simply said “via Yeovil”. I explained the train I was getting was going via Yeovil Junction. They were insistent I should travel to Yeovil Pen Mill and change stations, which are several miles apart, despite what it said on my ticket.

I was then told my senior railcard was “probably dodgy” as it was on an app which they somehow tried to link to Trainline. Obviously it is the National Rail app.

There approach got more and more aggressive, sarcastic and disrespectful. I was described as “pedantic” for insisting my ticket was valid and gave a clear travel itinerary.

I finally said I would not say anything further to them, would not provide my personal details as requested and put in my earbuds. Before I did so one said “you’ll have to deal with the guard at Salisbury”. I said “are you threatening me?” to which I received no response.

I am a public servant and travel frequently by rail for work and often use Trainline. I have not encountered this before and have certainly never experienced this type of threatening behaviour

I have already made a formal complaint to South West Rail. Can anyone advise where else I could raise this formally? And finally, is anyone aware of Trainline being considered to be dubious and fraudulent.

I am in my sixties and have never been approached like this before.

Let us know how SWR reply and we can advise accordingly.

Please let us know when you have an update, and we will reopen the thread at that time.

It may also be worth asking Trainline if they will support you; had you bought the ticket from us, we absolutely would be providing enhanced support, as no TOC can get away with treating our customers this way and expect to get away with it.