Transpennin Express Ticketing Issues

[johnny_t]

I'm not engaged in a dispute yet, but just want to get ahead of the game somewhat....

I am travelling today from Selby to Manchester Airport with TPE, and went to the ticket machine on one of the platforms. My sale seemed to go through but, after printing the outbound ticket (I was buying an Off Peak Return), the machine froze, declared itself to have a printer blockage, and printed me a 'void' slip for my credit card. I went to the other platform and exactly the same thing happened.

I then went to the ticket office, where there was a couple in front of me buying, what seemed to be a split ticket with about 500 different journeys included on it, so I went to buy online at the TPE website. After inputting my card details, it said something like There was an Error, we cannot process your request, so I bit the bullet, waited for the ticket office to come available and then bought my ticket the old-fashioned way.

Once I got on the train and had my paper ticket scanned, I saw that the online purchase had also gone through and I had the confirmation e-mail. I have tried to start the refund process, but it seems that all the rules have changed with TPE and it isn't a simple matter. I have submitted a request via a web form but, anticipating that it will probably be trouble, is there anything else I should do to help ensure my refund ?

 

[WesternLancer]

I'm not engaged in a dispute yet, but just want to get ahead of the game somewhat....

I am travelling today from Selby to Manchester Airport with TPE, and went to the ticket machine on one of the platforms. My sale seemed to go through but, after printing the outbound ticket (I was buying an Off Peak Return), the machine froze, declared itself to have a printer blockage, and printed me a 'void' slip for my credit card. I went to the other platform and exactly the same thing happened.

I then went to the ticket office, where there was a couple in front of me buying, what seemed to be a split ticket with about 500 different journeys included on it, so I went to buy online at the TPE website. After inputting my card details, it said something like There was an Error, we cannot process your request, so I bit the bullet, waited for the ticket office to come available and then bought my ticket the old-fashioned way.

Once I got on the train and had my paper ticket scanned, I saw that the online purchase had also gone through and I had the confirmation e-mail. I have tried to start the refund process, but it seems that all the rules have changed with TPE and it isn't a simple matter. I have submitted a request via a web form but, anticipating that it will probably be trouble, is there anything else I should do to help ensure my refund ?

I'm not expert on this but just to check

- is the paper ticket you bought at the ticket office one with a QR type code on it (usually flimsy paper with code printed on) or one of the old style card tickets with a magnetic strip on the back but no QR / barcode on it?

Things I would do are:
- do your best to get the paper ticket you are using scanned either by guard on train and ticket barrier line gates (even if the gates are open) - so you can prove you used that ticket and the time you used it etc ie on a train pretty soon after the ticket machine etc would not work

- do not scan the on line ticket that eventually got sold to you at any barrier lines or let any staff scan it

- keep the void slips the machine produced

My thinking being that the above will help you poove that there was an error, you did not use one ticket and thus are owed a refund, but did travel with a valid ticket (the one from the ticket office)

Others here can hopefully come up with better suggestions!

 

[johnny_t]

I'm not expert on this but just to check

- is the paper ticket you bought at the ticket office one with a QR type code on it (usually flimsy paper with code printed on) or one of the old style card tickets with a magnetic strip on the back but no QR / barcode on it?

Things I would do are:
- do your best to get the paper ticket you are using scanned either by guard on train and ticket barrier line gates (even if the gates are open) - so you can prove you used that ticket and the time you used it etc ie on a train pretty soon after the ticket machine etc would not work

- do not scan the on line ticket that eventually got sold to you at any barrier lines or let any staff scan it

- keep the void slips the machine produced

My thinking being that the above will help you poove that there was an error, you did not use one ticket and thus are owed a refund, but did travel with a valid ticket (the one from the ticket office)

Others here can hopefully come up with better suggestions!

Yep. Its a QR ticket. You can't get to Manchester Airport without getting scanned at least four times en route so all good there.