Iskra
Established Member
Including when it was purchased and downloaded?
When I bought the ticket and downloaded it, I was on Rome time. But, regardless of the time in Italy, the 1653 train from Manchester Airport will always be the 1653.
Including when it was purchased and downloaded?
I am pretty certain that what has happened is that when the e-ticket downloaded to your phone it had the correct time but the app has then adjusted the time when you arrived back in the UK. Thus it has gone back an hour as the clock on your phone did. This is clearly a fault with the way the app works.When I bought the ticket and downloaded it, I was on Rome time. But, regardless of the time in Italy, the 1653 train from Manchester Airport will always be the 1653.
It's the app.Seems something wrong with LNER app/website
As has been pointed out above, why does the arrival time not also display the same offset?These libraries are usually locale aware and their default behaviour would be to convert the time to the current timezone, a subtle issue which requires a decent tester to spot.
The arrival time is correct because it is shown in the email confirmation, alongside the correct departure time. As stated above, more than once, the fault is in the app and occurs where tickets are downloaded in a different time zone to that of the UK because the phone/app adjusts the times in line with the time zone when UK time is detected as being appropriate.As has been pointed out above, why does the arrival time not also display the same offset?
A decent tester with a budget to travel to a different time zone.a subtle issue which requires a decent tester to spot.
More than one...a very helpful person from LNER is already looking into it
Surely it's not too difficult to spoof a smartphone into thinking it's in a different time zone? Not something I would ever have thought of. Then again, I'm not an app developer.A decent tester with a budget to travel to a different time zone.
Very odd that it affects one time and not the other.As stated above, more than once, the fault is in the app and occurs where tickets are downloaded in a different time zone to that of the UK
Surely it's not too difficult to spoof a smartphone into thinking it's in a different time zone? Not something I would ever have thought of. Then again, I'm not an app developer.
View attachment 64689 View attachment 64690
It seems easy enough to fool the iPhone into thinking one is in a different time zone.
As a test I’ve just gone into my iPhone settings and changed the time to manual and the zone to Rome, Italy. At the top of my screen as I type it says the time is. 20:48, a useful test.
The real test is what time would a ticket show if activated in a different time zone? And what time would it show once the phone reverted to normal?At the top of my screen as I type it says the time is. 20:48, a useful test.
It only affects the departure time because the app only shows the departure time. If it showed the arrival time that would be affected! Both are shown on the confirmation email which is not affected because it's an email.Very odd that it affects one time and not the other.
It does indeed, somehow I got it into my head that the ticket showed both.It only affects the departure time because the app only shows the departure time. If it showed the arrival time that would be affected! Both are shown on the confirmation email which is not affected because it's an email.
But all phones can do that... it's not fooling it, its utilising a built in feature enabling you to change the time.
It does indeed, somehow I got it into my head that the ticket showed both.
subtle but possibly important point: the 15:53 reaches SHF at 17:09 not 17:10, so it doesn't seem like it is a timezone issue - if it was the arrival time would have read 18:09 instead of 18:10
[Long winded generic bit about staff conduct]
After looking into your complaint, I can confirm that the staff member was correct in charging you for a new ticket as your original ticket was not valid for the time you were travelling.
I do hope your future journeys with us are far less problematic and more pleasurable and that I have been able to impress upon you the attention that your complaint will be given.
This from TP customer services:
Thoughts?
I'd enquire how they came to the conclusion that your ticket wasn't valid due to what was, effectively, a printing error.Thoughts?After looking into your complaint, I can confirm that the staff member was correct in charging you for a new ticket as your original ticket was not valid for the time you were travelling.
Sorry if I missed it but has this discrepancy been explained?
Dear Mr Iskra,
Thank you for getting in touch with us at London North Eastern Railway.
I have investigated your case, and can see that your travel itinerary and booking on our site does state a different time than your ticket. I have now reported this error to our IT service desk, where it will be looked into. In regards to the tickets, we would like to raise the cost of the ticket you had to purchase on the Trans Pennine service, as well as a £25.00 gesture of good will, totalling £43.55 for your experiences with us. All we would need to finalise this would be your compensation preference, and I have included details of how to provide this of below.
On Tuesday, I sent TP an email back expressing my disappointment that they didn't read my previous email and politely asserting my rights and the correct process that should have been followed. I've told them should they fail to rectify it at what is now the third opportunity, I will have no choice but to involve the ombudsman.
However, some good news from LNER today:
10/10 to LNER. I'm now at a point where I am happy that I've been correctly compensated.
Should TP eventually cough-up, I will donate it to a railway charity.
Thanks to everyone for the help and advice.
A very good result, and props to LNER for sorting it quite quickly and being able to grasp the issue in hand.
Probably helped by this thread and staff at LNER who read this forum
That may have something to do with it, but LNER as a company have always provided excellent customer service. Last year, I was severely delayed due to a lightning strike, I claimed delay repay and that was the matter resolved as far as I was concerned. A couple of weeks later they pro-actively emailed me (I didn’t contact them at all) apologising and offering me 2 free first class return tickets to anywhere on their network.
A company that appears to value its customers. I do spend quite a lot with them to be fair though.
Dear Iskra
Thank you for contacting us about your journey on 19 June. I was sorry to read about the problems that you experienced when travelling from Manchester Airport to Sheffield .
As your original ticket was unused you will need to return to the point of purchase for a refund, and unfortunately you wont be refunded on the price of the second ticket as the price is correct as it is a walk on ticket and not an advance like the first ticket.
For your information, their contact details are as follows:
They really seem to have missed the point - that it was their staff who acted in breach of contract by purporting you needed to pay an additional amount to travel in line with the ticket you'd already bought. Of course, whether you want to pursue it even though you've received a resolution from LNER is up to you, but I definitely think it's worth it - if nothing else to ensure that staff are given briefings on that this issue may occur. I daresay you can't be the only person who's encountered this problem.TP have replied:
Can't really argue with that.