We could not connect to the services that deliver your tickets

[Haywain]

Sorry, "fulfilled" in the context I'm using it means from the retailer's perspective, so:

• Written into LSM successfully, ready for collection for Ticket on Departure, or:
• E-Tickets (PDFs, Apple Wallet, Google Wallet) & barcodes generated and sent successfully

Tickets could subsequently be refunded in both cases, but the retailer's job has been done by this point, so it's reasonable to collect the payment.

You are right that ToD is deferred fulfilment from a rail industry perspective, and tickets aren't issued until collection. But even if we wanted to, we couldn't delay taking the payment for that long (also, the industry doesn't want us to refund uncollected ones...)

Thanks for the clarification.

 

[yorkie]

So they can take the money immediately, but wait a week to give it back? Effectively they have had a free loan of my monies for a week?

If it is going to take a week, then the refunds likely won't arrive before my next credit card bill is calculated. So I will have to cough up for these payments, and only see the refunds a month later on my next bill. Should I demand interest?

Well, I'd certainly put in a complaint to Avanti, and ask if they will consider some compensation. It's not really about interest, but overall it's an awful customer experience and it's totally unacceptable to cancel bookings in this manner.

Please do let us know how you get on. (I've also given Avanti a nudge to do something to help you; whether it'll make a difference or not, I don't know...)

It really does amaze me though, the extent to which people will use sites such as Avanti's (and Uber), with awful user interfaces, huge back-end bugs, poor customer support (typically outsourced offshore); I understand the goal is to get perks (in the case of Avanti) or cashback (in the case of Uber) but this only works if people value their time at a very low rate per hour!

As far as I'm concerned, I'd far rather use Trainsplit (which powers the forum's ticketing site and has UK based support staff - many of whom are on this forum) than go through all sorts of hoops and awful customer service to get some perks, and I would strongly encourage others to consider boycotting anti-customer companies such as Avanti, too.

 

[Mainline421]

cashback (in the case of Uber) but this only works if people value their time at a very low rate per hour!

I think you massively underestimate the savings from Uber. And sure it's not fast as direct from S&B or Northern TVM but probably much quicker than any Trainsplit variant and has no fees. I've only had to contact customer service once, just to chase missing cashback and that took less than a minute to write the email

 

[styles]

I think you massively underestimate the savings from Uber. And sure it's not fast as direct from S&B or Northern TVM but probably much quicker than any Trainsplit variant and has no fees. I've only had to contact customer service once, just to chase missing cashback and that took less than a minute to write the email

Indeed, there's a few sites like TfW where you can get 10% cashback, and for those regularly using Avanti, you can only book direct if you want to take advantage of Club Avanti.

Maybe GBR will simplify some of these benefits variations but I wouldn't hold out much hope

 

[Amaranthe]

Different situation altogether than the OP but I bought a ticket on the Avanti website on Wednesday using my credit card and although the actual payment has processed the authorisation is still pending as well so my available balance is currently reduced by £47 instead of the correct £23.50.

Thankfully no such issue with my £92.70 and £42.70 transactions with Trainsplit on the same day.

 

[styles]

Different situation altogether than the OP but I bought a ticket on the Avanti website on Wednesday using my credit card and although the actual payment has processed the authorisation is still pending as well so my available balance is currently reduced by £47 instead of the correct £23.50.

Thankfully no such issue with my £92.70 and £42.70 transactions with Trainsplit on the same day.

I had this same issue about a year ago. I contacted Avanti to check the refund was on its way and it did arrive a couple of days later.

But this is clearly a longstanding issue they're having. I can't remember I had this problem with any other merchant (rail or otherwise) apart from my work VPN blocks card payment screens which makes it a little difficult when you're trying to use a company credit card for a work purchase!

 

[redreni]

I think you massively underestimate the savings from Uber. And sure it's not fast as direct from S&B or Northern TVM but probably much quicker than any Trainsplit variant and has no fees. I've only had to contact customer service once, just to chase missing cashback and that took less than a minute to write the email

Omio/Uber Trains customer services is actually very good in my experience. The app is not to my liking but if the journey is simple enough and you know what the fare should be, it's not much hardship for 10% off. If it makes @yorkie feel any better I use Uber mainly for very cheap DOS singles between Dartford and various U zones which have to be issued as ToD and on which the retailer almost certainly loses money.