Print at home query

[miami]

Single, with a return on a 2nd ticket.

The single was £144 advance first class

That's a shame.

It's a ridiculous situation that you are in, having erroneously been charged. In your shoes I'd have refused to pay based on the fact that I had received permission to travel with the information that I had and thus was not in breach of the bylaw, but that's just me.

Your only real options are customer services, transport focus, then progress to the media

 

[Wigangooner]

That's a shame.

It's a ridiculous situation that you are in, having erroneously been charged. In your shoes I'd have refused to pay based on the fact that I had received permission to travel with the information that I had and thus was not in breach of the bylaw, but that's just me.

Your only real options are customer services, transport focus, then progress to the media

I know, thinking back I was so very naive. I was caught up in the moment and intimidated by the guard into paying. Hindsight tells me I should have fought more, but I never in my wildest dreams thought Customer Services would have been so difficult.

Kind regards
Graeme

 

[miami]

I know, thinking back I was so very naive. I was caught up in the moment and intimidated by the guard into paying. Hindsight tells me I should have fought more, but I never in my wildest dreams thought Customer Services would have been so difficult.

Kind regards
Graeme

Perhaps a case of "Forget it Jake, it's Railtown..."

 

[northwichcat]

Really? I see no discussion about this. I do see that the OP purchased a ticket on 2nd August. If it's the same as my Virgin e-ticket, arriving on 8th August, he will have an email containing the e-ticket with the following images:
https://postimage.org/
https://postimage.org/

There is the option to print or show on a device. Maybe the OP had a different email, though I suspect that this is now the standard for VTWC.

If they had that sort of email could a section 75 or chargeback claim be made to the credit/debit card provider?

 

[AlterEgo]

If they had that sort of email could a section 75 or chargeback claim be made to the credit/debit card provider?

I'm prett sure they would have a watertight case. Problem is, the OP didn't get an email like that because they booked before the change in policy.

Virgin are still being knobs about this though.

 

[Haywain]

It's a ridiculous situation that you are in, having erroneously been charged.

I don't think the OP was erroneously charged. They were erroneously advised at the station - albeit we do not know the actual content of the conversation and this could have been a misinterpretation on the part of one of the parties involved in that conversation.

I'm prett sure they would have a watertight case. Problem is, the OP didn't get an email like that because they booked before the change in policy.

It wasn't a change in policy but the introduction of a new fulfilment option and ticket format.

 

[neilmc]

I'd go to the press with this one. The fact that you'd ALREADY paid a ridiculous sum of money to travel first class before having to pay all over again sounds like the making of a good article to me. There's many cases where intransigent companies make a backtrack and grovel once their dreadful customer service has been put in the spotlight.

 

[PermitToTravel]

I don't think the OP was erroneously charged. They were erroneously advised at the station -

- and thus erroneously charged. The OP was given permission to board the train.

 

[BestWestern]

As a passenger who encounters many train staff and just me on the customer side, and someone who wouldn't claim I had authority, my perception will be different to yours - that 0% of passengers lie and some railstaff are arrogant liars who don't know their own jobs.

Pop back onto the Disputes and Prosecutions sub menu, and have yourself a little browse. There's a recent thread which includes, in the title no less, the words "...and then I lied".

Shocker!

 

[crehld]

On the flip side there are of course many train staff who will deny authority to travel despite the fact the passenger has a valid ticket. As a passenger who encounters many train staff and just me on the customer side, and someone who wouldn't claim I had authority, my perception will be different to yours - that 0% of passengers lie and some railstaff are arrogant liars who don't know their own jobs.

Pop back onto the Disputes and Prosecutions sub menu, and have yourself a little browse. There's a recent thread which includes, in the title no less, the words "...and then I lied".

Shocker!

Ok, now we've established that some rail staff take a less than professional approach and that some passengers will lie and chance their luck I think we can be satisfied the argument goes both ways and leave it there. It's a pointless argument which is of no help to Wigangooner real life situation. If you don't have anything constructive or meaningful to say or any advice to offer which is of direct relevance to Wigangooner's situation then just don't post. If you are offended by what someone has said and believe it to be contrary to the forum's rules use the report post button so one of the moderators can look into it. This is much more preferable to engaging in an argument, which is likely to be detrimental to your mental wellbeing, and ensures clarity of advice for Wigangooer.

 

[snail]

I, for one, now turn my phone camera on as soon as I see any ticket inspectors, whether on the train or at barriers or blockades. I also film the collection of advance tickets. I rarely use a ticket office, but I would film any staff interaction I had there and make sure I recorded the ticket that they produced.

Just out of interest, how many times have you had to call on your video evidence?

 

[319321]

Just out of interest, how many times have you had to call on your video evidence?

It would have been helpful had I had it in my first case based on the November 2014 incident.

It is the key evidence in relation to the June 2016 incident, as NXET Trains are denying everything and refusing to even apologise. I now have the CCTV of the June 2016 incident too.

A couple of years ago, I did show a video to a ticket inspector at Liverpool Street a video showing the touch screen on the ticket machine at my local station not working.
--- old post above --- --- new post below ---
I am interested to know whether wigangooner is following this up or not?

 

[yorkie]

I am interested to know whether wigangooner is following this up or not?

He is. We'll re-open the thread when there are further developments.

 

[Wigangooner]

Hi all,

Thanks to the helpful folks at Transport Focus, they have managed to secure a full refund of the ticket that I had to purchase on the train.

Thank you all for your helpful comments and support. You helped me no end and gave me the confidence to pursue VT to get the correct resolution.

You're nothing less than wonderful people.

Kind regards

Graeme

 

[Puffing Devil]

Great news! Well done in persisting. I'm happy that VTWC has done the right and sensible thing - eventually.

There is a fine line between the fine print and common sense, I think there is too little leeway given to staff to be more accommodating where appropriate. Though a small minority of staff clearly don't want to be accommodating and stick dogmatically to the "rules"

 

[yorkie]

Great news! Well done in persisting. I'm happy that VTWC has done the right and sensible thing - eventually

Agreed. Well done whoever at Virgin made the final decision

There is a fine line between the fine print and common sense, I think there is too little leeway given to staff to be more accommodating where appropriate.

Sometimes yes, but Virgin Trains require their Train Managers to:-

"...ensure the provision of excellent Customer Service ..."

"...[take] the lead in dealing with Customers in an open, friendly, confident and helpful manner..."

"...[give] a positive sales message to Customers..."

"...[use] their initiative and discretion..."

"...delight our customers by delivering excellence and innovation - the Virgin Difference..."

(Source: TM job spec available to download on the VT site)
​

In order to comply with the above, it would require the ticket to be accepted as presented, in my opinion.

Though a small minority of staff clearly don't want to be accommodating and stick dogmatically to the "rules"

That is true a (very) small minority are like that, but then they're not complying with the extracts from the TM job description above.

 

[boxy321]

Hurrah! Now it's been resolved I'll comment:

Buy some printer ink or get if fixed!!!

 

[Wigangooner]

Hurrah! Now it's been resolved I'll comment:

Buy some printer ink or get if fixed!!!

Hahah bought a new printer!! :grin:

 

[Master29]

Nice one. Virgin aren`t always bad. I have dealt with them twice and they were fine and prompt on both occasions so credit where it`s due and glad to see they have at last seen common sense on this thread.

 

[MarkyT]

Hahah bought a new printer!! :grin:

That was probably cheaper than a new set of original inks anyway!

 

[MonsooN]

Just a quick question here.

I've got some print at home tickets to use on a trip to London from Newcastle for my family at the end of the month. I like how the tickets have your name on them.

I've printed the tickets, but they're double sided (i.e. my ticket on one side of the paper and my son's on the other) Will VTEC accept these OK, or should I print them out single sided?

 

[Bletchleyite]

You would be best advised to print them single sided.

 

[najaB]

You would be best advised to print them single sided.

Agreed. Sometimes guards stamp Print@Home tickets so they would want to stamp them individually.

 

[MonsooN]

Thanks for the info - I'll re-print them this week.

 

[Kiredoryor]

I can't see why anyone would take the hassle and risk to queue up to use a ticket machine and hope it is working and prints the tickets correctly and then know that the tiny piece of card is your only receipt for a £200 spend, when you could just print at home for a couple of pennies and make spare copies if you need them.

I would always prefer to either print at home or have the ticket on my phone but - certainly on thetrainline.com often find the option is not there. Only 2 options by Special delivery post (£7+) or ticket machine. I've bought identical tickets and had the ticket on my Mobile phone (great!) Then a week later bought the identical ticket the same number of days in advance and only have the ticket machine option. thetrainline.com have not answered my queries as to why. Maybe you can??

 

[westv]

You would be best advised to print them single sided.

Agreed. Sometimes guards stamp Print@Home tickets so they would want to stamp them individually.

And it will be easier to use any ticket barriers.

 

[Bletchleyite]

I would always prefer to either print at home or have the ticket on my phone but - certainly on thetrainline.com often find the option is not there. Only 2 options by Special delivery post (£7+) or ticket machine. I've bought identical tickets and had the ticket on my Mobile phone (great!) Then a week later bought the identical ticket the same number of days in advance and only have the ticket machine option. thetrainline.com have not answered my queries as to why. Maybe you can??

I don't know, but a piece of advice - don't use the Trainline, they charge fees that are easily avoided by booking with the train company with which you intend to travel

 

[Kiredoryor]

I don't know, but a piece of advice - don't use the Trainline, they charge fees that are easily avoided by booking with the train company with which you intend to travel

I used thetrainline just for convenience as I have the app on my phone, but appreciate that best to go through phone companies.

 

[Deerfold]

I used thetrainline just for convenience as I have the app on my phone, but appreciate that best to go through phone companies.

Most of the train companies do apps too.