TVM difficulties

[alex17595]

Hi all, I have just been to try and collect tickets from the machine at my local station (Burton on Trent) but it will not let me collect the tickets. I put my card in and then the booking reference and it just comes up with a message along the lines of 'You can't collect tickets with that card.' There is also a little red light the comes on next to the card slot when I use my card.

Is this my card playing up or the machine?

I brought the tickets as 2 advances between Tamworth and London and my other booking is a zone 1-9 travelcard.

Thanks, Alex

 

[najaB]

Is this my card playing up or the machine?

Could be either. I'd try another machine or the ticket office if there is one.

 

[alex17595]

Could be either. I'd try another machine or the ticket office if there is one.

Burton office was closed, Tamworth opens at 0610 (3 mins before my train, not very helpful) my only hope is the machine at Tamworth or failing that what is the correct procedure? Go ask the guard and get it sorted at Euston?

 

[philthetube]

have you checked you tried to collect tickets with the correct card.

 

[najaB]

...failing that what is the correct procedure? Go ask the guard and get it sorted at Euston?

The 100% correct procedure is to buy a new ticket and refund the original. However, if you ask the guard and explain the situation then I won't be surprised if you're allowed to travel.

 

[alex17595]

have you checked you tried to collect tickets with the correct card.

It is the correct card, I went back and checked the Virgin site and it is the only one I have saved.

 

[furlong]

Simply contact the vendor from whom you purchased the tickets and ask for instructions, as you believe they've reneged on the part of the contract relating to the provision of tickets.
--- old post above --- --- new post below ---

The 100% correct procedure is to buy a new ticket and refund the original.

You mean to submit copies of the *new* tickets back to the vendor to be reimbursed as legitimate compensation for the additional costs arising from what you consider to be their breach of contract.

But if contacted before travelling, they may be able to offer an alternative mechanism that avoids all that rigmarole.

 

[najaB]

You mean to submit copies of the *new* tickets back to the vendor to be reimbursed as legitimate compensation for the additional costs arising from what you consider to be their breach of contract.

Yes, sorry. I forgot that the original tickets were Advance tickets and so would be cheaper than the new ones.

 

[alex17595]

I have asked virgin on facebook so we shall see what they say. It looks like it would be about £70 for the same itinerary on walk up tickets though even with a YP railcard

 

[Martin66]

Burton office was closed, Tamworth opens at 0610 (3 mins before my train, not very helpful) my only hope is the machine at Tamworth or failing that what is the correct procedure? Go ask the guard and get it sorted at Euston?

This is what Virgin Trains website says:

What should I do if there is a problem collecting my tickets from a Fast Ticket machine?

As part of the agreement to provide Self Service tickets the station is responsible to assist with the collection if a customer is unable to collect their tickets from a machine.

http://trainsupport.custhelp.com/app/answers/detail/a_id/1747

As you say not very helpful if no staff around.

ps: Have you received a new card since booking tickets? Maybe card number has changed? or has the chip failed (happened to my wife's card) in Spain :roll:

 

[alex17595]

This is what Virgin Trains website says:


http://trainsupport.custhelp.com/app/answers/detail/a_id/1747

As you say not very helpful if no staff around.

ps: Have you received a new card since booking tickets? Maybe card number has changed? or has the chip failed (happened to my wife's card) in Spain :roll:

Virgin says they can see no reason why my I can't collect the tickets. I have used it before for train tickets and have had no problems with it. I don't think the chip has failed .( I hope not anyway) It looks like if it's not working tommorow its a buy a new ticket job

 

[Hadders]

If the OP is starting his journey at Tamworth then he could try collecting the tickets from the TVM there before departure.

 

[robbeech]

They should be able to open your ticket up so you can use any card? I'm surprised they didn't do this when you contacted them just to try and make it easier.
Its tricky if you only have one card, although you could try and find someone and borrow their card at the station, i have provided a card before at Nottingham when someone had had theirs stolen. They needed to collect tickets that they had managed to book using their phone after their wallet and tickets were stolen. They needed a card, any card, so i used mine, i put it in the machine, i took it out of the machine again, they were very grateful.

 

[maniacmartin]

I believe that the TVM reads the old fashioned magnetic strip on the card when collecting pre-booked tickets. It is possible that the card's mag stripe has become corrupt.

If you persuade the call centre staff to change your booking to any card collection and have no other cards,, then Nectar and Tesco club cards have been reported to work for people in the past.

 

[alex17595]

Quick update: Worked fine from the TVM at Tamworth. I assume the one at Burton had some issue connecting to the datavase of references. All that worry for nothing!

Thanks anyway.

 

[najaB]

Quick update: Worked fine from the TVM at Tamworth. I assume the one at Burton had some issue connecting to the datavase of references. All that worry for nothing!

Thanks anyway.

Good stuff, thanks for letting us know. Safe travels.

 

[Haywain]

Hi all, I have just been to try and collect tickets from the machine at my local station (Burton on Trent) but it will not let me collect the tickets. I put my card in and then the booking reference and it just comes up with a message along the lines of 'You can't collect tickets with that card.' There is also a little red light the comes on next to the card slot when I use my card.

Is this my card playing up or the machine?

I brought the tickets as 2 advances between Tamworth and London and my other booking is a zone 1-9 travelcard.

Thanks, Alex

Had you only just booked the tickets? For instance, less than 2 hours before attempting collection - if so, this probably explains the problem you had in that the tickets may not have been in the (collection) system at that stage.

They should be able to open your ticket up so you can use any card? I'm surprised they didn't do this when you contacted them just to try and make it easier.

The OP stated that he contacted Virgin on Facebook. There is unlikely to be any way the social media team would be able to make such a change.