Trainsplit - wrong card used for early tomorrow

TheManOnThe172 · 14 Apr 2022

I've just booked for a very elderly relative to visit me on a trip early tomorrow from Oxford, using Trainsplit.

Having tried and failed to talk the relative through authorising the payment on their bank card using an app (which proved too difficult for an elderly person at the end of the day), I thought I could solve the problem by paying with my credit card. Not a good move!

The confirmation email came through saying that she would have to present my card at the departure station. At which point, I realised my error.

Any suggestions of what I can do at this time of night (or before 0800 tomorrow) to try and fix this? Trainsplit don't offer customer support before 0930 (and perhaps not at all on Good Friday)

If we leave the tickets uncollected, am I right to fear an admin fee of £10 for each leg (which will be close to the £120-odd total cost: it is a very complicated split)? If it weren't for the admin fee, I could book again using Paypal and sort the problem myself.

If I call the station operator at Oxford (GWR) is there any chance they could convert the collection to any-card?

Other ideas?

RailUK Forums

m00036 · 14 Apr 2022

I would use GWR's social media page, they were incredibly responsive this morning when I had the same issue. They replied within 5 minutes and got it changed to any card after answering security questions. Best to do it tonight though as can't guarantee their responsiveness first thing on a Bank Holiday.

No need to go through TrainSplit which is the good news (I booked through Chiltern but was using a GWR service).

Watershed · 14 Apr 2022

TheManOnThe172 said:
I've just booked for a very elderly relative to visit me on a trip early tomorrow from Oxford, using Trainsplit.

Having tried and failed to talk the relative through authorising the payment on their bank card using an app (which proved too difficult for an elderly person at the end of the day), I thought I could solve the problem by paying with my credit card. Not a good move!

The confirmation email came through saying that she would have to present my card at the departure station. At which point, I realised my error.

Any suggestions of what I can do at this time of night (or before 0800 tomorrow) to try and fix this? Trainsplit don't offer customer support before 0930 (and perhaps not at all on Good Friday)

If we leave the tickets uncollected, am I right to fear an admin fee of £10 for each leg (which will be close to the £120-odd total cost: it is a very complicated split)? If it weren't for the admin fee, I could book again using Paypal and sort the problem myself.

If I call the station operator at Oxford (GWR) is there any chance they could convert the collection to any-card?

Other ideas?

TrainSplit only charge one admin fee per booking, not per ticket.

You could of course take a gamble on the ticket office staff allowing your relative to collect the ticket (particularly if they can produce evidence of the booking confirmation). But otherwise you will want to refund the tickets and rebook.

TheManOnThe172 · 14 Apr 2022

Thanks to you both. Great relief to know that one cancellation fee was the worst I was facing, and with the help of a younger Facebook user, GWR were brilliant and have changed to any-card collection.

Phew - and again: thanks!

Howardh · 14 Apr 2022

What happens if you book a month in advance, but the card expires in the meantime? I've had difficulty with hotels not accepting my card as it was valid on the day of booking but not arrival - solved by emailing them the new card when it arrived, but booking engines could be problematic.
So if you need to collect a prepaid ticket can you still insert the expired card?
My debit card expires shortly and I want to book in advance.

Bletchleyite · 14 Apr 2022

Howardh said:
What happens if you book a month in advance, but the card expires in the meantime? I've had difficulty with hotels not accepting my card as it was valid on the day of booking but not arrival - solved by emailing them the new card when it arrived, but booking engines could be problematic.
So if you need to collect a prepaid ticket can you still insert the expired card?
My debit card expires shortly and I want to book in advance.

You could avoid the issue entirely by using a site that accepts PayPal. This doesn't tell the site the card number and so it can only be any card. I don't know which accept it now though.

Or use an e-ticket.

Haywain · 14 Apr 2022

Howardh said:
So if you need to collect a prepaid ticket can you still insert the expired card?

Yes.

TheManOnThe172 said:
GWR were brilliant and have changed to any-card collection.

It surprises me that GWR are prepared to make changes to another company’s fraud prevention measures, and the fact that they do would cause me concern about there wider measures in card security.

MikeWh · 15 Apr 2022

Haywain said:
It surprises me that GWR are prepared to make changes to another company’s fraud prevention measures, and the fact that they do would cause me concern about there wider measures in card security.

Does it help that the travel was going to be by GWR?

Wallsendmag · 15 Apr 2022

MikeWh said:
Does it help that the travel was going to be by GWR?

No the fraud risk is with the retailer, really shouldn't have been done.

robbeech · 15 Apr 2022

Haywain said:
It surprises me that GWR are prepared to make changes to another company’s fraud prevention measures, and the fact that they do would cause me concern about there wider measures in card security.

Wallsendmag said:
No the fraud risk is with the retailer, really shouldn't have been done.

I must admit I am very surprised that this is allowed to happen. Of course it’s a good thing in this situation and I’m glad the issue is solved but it’s certainly surprising it’s allowed.

Perhaps when someone from Trainsplit sees this they’ll be able to comment on their policy here, although I appreciate they may not want to if they’re unhappy about it.

Blindtraveler · 15 Apr 2022

I really like trainsplit but wish wish wish they would start accepting PayPal. Google pay is welcome but my only credit facility is through PayPal credit and so I find myself using other platforms if I'm making high value bookings that I want to then pay off off-white a later point.

island · 15 Apr 2022

Howardh said:
What happens if you book a month in advance, but the card expires in the meantime? I've had difficulty with hotels not accepting my card as it was valid on the day of booking but not arrival - solved by emailing them the new card when it arrived, but booking engines could be problematic.
So if you need to collect a prepaid ticket can you still insert the expired card?
My debit card expires shortly and I want to book in advance.

In principle there should not be any problem using an expired card.

I wouldn't advise emailing card details to anyone though.

trainophile · 15 Apr 2022

I can’t see why anyone would want to collect someone else’s ticket even if they found the collection number somehow.

Seems perfectly reasonable to me, especially in the sort of situation described.

zero · 15 Apr 2022

trainophile said:
I can’t see why anyone would want to collect someone else’s ticket even if they found the collection number somehow.

It's to prevent people from being able to collect tickets they booked with fraudulently obtained card details, not to collect tickets someone else has booked

trainophile · 15 Apr 2022

Ah,

.

SickyNicky · 15 Apr 2022

Blindtraveler said:
I really like trainsplit but wish wish wish they would start accepting PayPal. Google pay is welcome but my only credit facility is through PayPal credit and so I find myself using other platforms if I'm making high value bookings that I want to then pay off off-white a later point.

The fees that PayPal charge are extremely high. Even with a negotiated discount, they can be multiple times the low rates that can be achieved for card payments (including Apple, Google etc.)

Blindtraveler · 15 Apr 2022

Thanks for the context you'll reply on that one. I honestly wasn't aware and apologise for any offence caused

Trainsplit - wrong card used for early tomorrow

TheManOnThe172

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m00036

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Watershed

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TheManOnThe172

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Howardh

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Bletchleyite

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Haywain

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MikeWh

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Wallsendmag

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robbeech

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island

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zero

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