Caledonian Sleeper- Invalid E-Ticket/E-Ticket Error

MrEd said:

Hi everyone, I’ve just purchased a ticket online (via CS’ website) for the northbound Caledonian Sleeper from London Euston to Spean Bridge for the night of Wednesday 22nd January 2019. From the accommodation options, I selected a club solo room (I.e. a first class en-suite berth) for a fare of £135.30, and checked that I had selected this accommodation before giving my card details and clicking ’confirm’. I chose the E-ticket option, and an E-ticket arrived about 20 minutes after ordering. Unfortunately, to my horror, I have just been given a reservation for a seat in the seated coach (which I really don’t want), so despite having paid £135.30 I have no reserved berth, only a reserved seat. Clearly, the ticket is wrong, as I can’t believe that an advance fare of £135.30 exists for just the seated coach (even with CS’ fare increases!) and I definitely selected a club solo room when I booked, and I checked that I had done before I clicked ’confirm’. There is no way, surely, I can have paid a first class advance fare and be given only a seat? Surely this is a mistake on the ticket? But how do I go about fixing it?
Unfortunately, the fare which I chose is a non-refundable fixed advance. Is there any chance that CS will be able to cancel this ticket and reissue a correct ticket with a valid reservation for a berth (as I’m sure I’ve paid for), or will I need to purchase a completely new ticket if I want a berth? Expensive mistake, but I definitely don’t fancy spending that huge journey on a seat (with a change of coaches in Edinburgh). In all the time I’ve been using the sleeper and using CS’ E-tickets, this has never once happened to me. Attached is an image of the E-ticket as issued by CS in the state it was in when it came into my inbox, with the erroneous seat reservation when a berth reservation is required (despite at the same time suggesting that I’ve paid a first class fare- yet there is no such thing as a first class seat on CS).

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NeilWatson said:

Do you get a reserved seat to sit in when you don’t want to be in the sleeping berth?

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Bletchleyite said:

You've got a room there, the seats are suffixed A, B and C, and the bunks U and L (upper and lower - just L in a solo berth). That seems to just be a quirk of how the e-ticket format is laid out.

If you want to put your mind at rest beyond what someone on the Internet says, Tweet CS or give them a quick ring.

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superalbs said:

Hello, the seat F5 is a Club Room. The e-ticket is just wrong...

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MrEd said:

Ah, I see. Thanks for clearing that up. I did wonder, as normally coach F is a sleeping car in the Fort William portion (though I did then wonder whether there had been changes because of the new stock). I’ll do that when their office reopens after the festive break and check that everything is in order. Do you think that the ticket will need corrected and re-issued, or am I OK to go up to the host, show the existing ticket and explain that there’s an error?

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yorkie said:

I'm sure it'll be fine, but I'll just tag @alistairlees into this to alert him.

The word "Seat" should perhaps read "Cabin", "Room" or "Berth"; I'm not sure if it's customisable though?

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MrEd said:

Hi everyone, I’ve just purchased a ticket online (via CS’ website) for the northbound Caledonian Sleeper from London Euston to Spean Bridge for the night of Wednesday 22nd January 2019. From the accommodation options, I selected a club solo room (I.e. a first class en-suite berth) for a fare of £135.30, and checked that I had selected this accommodation before giving my card details and clicking ’confirm’. I chose the E-ticket option, and an E-ticket arrived about 20 minutes after ordering. Unfortunately, to my horror, I have just been given a reservation for a seat in the seated coach (which I really don’t want), so despite having paid £135.30 I have no reserved berth, only a reserved seat. Clearly, the ticket is wrong, as I can’t believe that an advance fare of £135.30 exists for just the seated coach (even with CS’ fare increases!) and I definitely selected a club solo room when I booked, and I checked that I had done before I clicked ’confirm’. There is no way, surely, I can have paid a first class advance fare and be given only a seat? Surely this is a mistake on the ticket? But how do I go about fixing it?
Unfortunately, the fare which I chose is a non-refundable fixed advance. Is there any chance that CS will be able to cancel this ticket and reissue a correct ticket with a valid reservation for a berth (as I’m sure I’ve paid for), or will I need to purchase a completely new ticket if I want a berth? Expensive mistake, but I definitely don’t fancy spending that huge journey on a seat (with a change of coaches in Edinburgh). In all the time I’ve been using the sleeper and using CS’ E-tickets, this has never once happened to me. Attached is an image of the E-ticket as issued by CS in the state it was in when it came into my inbox, with the erroneous seat reservation when a berth reservation is required (despite at the same time suggesting that I’ve paid a first class fare- yet there is no such thing as a first class seat on CS).

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alistairlees said:

There is nothing to worry about here. It’s a known bug that will be fixed very shortly. Your room is booked for you.

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alistairlees said:

There is nothing to worry about here. It’s a known bug that will be fixed very shortly. Your room is booked for you.

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MrEd said:

Hi everyone, I’ve just purchased a ticket online (via CS’ website) for the northbound Caledonian Sleeper from London Euston to Spean Bridge for the night of Wednesday 22nd January 2019/QUOTE]

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voyagerdude220 said:

Personally, I'd feel annoyed that they took payment for a train which departed several months ago.

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MrEd said:

Haha, Freudian slip there!

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