allotments
Member
Yesterday it took Southeastern's London Bridge booking office 30 minutes to refund one paper ticket previously issued at one of their stations.
There were no trains due to industrial action and no customers waiting.
Attached screenshot Southeastern website and photo empty booking office :
"Daily tickets bought at a station
If you bought a paper daily ticket from one of our ticket offices, you can return this to any
Southeastern ticket office for a full refund with no admin fee."
"If you didn't/couldn't make your outward journey because of strike action, you can have a refund on your outward and return ticket (other than season ticket) even if the latter is not affected by strike action. The same applies if your return journey is affected, but your outward journey is not."
It took 14 minutes of heated denial that a refund should be issued, quoting "admin charge", "delay repay", "a single to your destination would cost more than your ticket" while trying to bat me away.... as I quoted the website text above and moved to another window and a manager was eventually called.
After positive action started it took a further 16 minutes to pay out.
How many minutes should a refund like this at a booking office take?
I would have thought London Bridge could have been considered Southeastern's flagship booking office but based on this experience it can't be. They were totally unprepared to implement their company's published refund policy.
There were no trains due to industrial action and no customers waiting.
Attached screenshot Southeastern website and photo empty booking office :
"Daily tickets bought at a station
If you bought a paper daily ticket from one of our ticket offices, you can return this to any
Southeastern ticket office for a full refund with no admin fee."
"If you didn't/couldn't make your outward journey because of strike action, you can have a refund on your outward and return ticket (other than season ticket) even if the latter is not affected by strike action. The same applies if your return journey is affected, but your outward journey is not."
It took 14 minutes of heated denial that a refund should be issued, quoting "admin charge", "delay repay", "a single to your destination would cost more than your ticket" while trying to bat me away.... as I quoted the website text above and moved to another window and a manager was eventually called.
After positive action started it took a further 16 minutes to pay out.
How many minutes should a refund like this at a booking office take?
I would have thought London Bridge could have been considered Southeastern's flagship booking office but based on this experience it can't be. They were totally unprepared to implement their company's published refund policy.