Rail Travel Voucher not working

[Andy Pacer]

Attempted to use an LNER travel voucher this morning to be told it won't go through, I'm sure I had seen something here about some of theirs not working. Any advice?

 

[TUC]

I understand that staff have been told to input these manually. That's what has happened with several of mine.

 

[Andy Pacer]

The guy attempted to input the code but still no good, he said there had been problems with a few.
I've contacted LNER who have said to return them to the free post address and they will reissue them.

 

[Saperstein]

This is starting to happen way too frequently.

What would the situation be, if say, a passenger only had RTV’s to pay and no other payment method?

Surely they would be aloud to travel?

Saperstein

 

[Haywain]

The guy attempted to input the code but still no good, he said there had been problems with a few.
I've contacted LNER who have said to return them to the free post address and they will reissue them.

At an LNER station they should have been accepted but, while other TOCs have been advised that they should be, we are all aware of how difficult it is to get a message through to front line staff. The problem that caused some vouchers to be issued in such a way that they would not be correctly recognised in retail systems was resolved some time ago now but there will still be some vouchers in circulation.

 

[gray1404]

Is it just LNER vouchers this is an issue with or other TOCs too? I'm expecting a WMT/LNW issued rail travel voucher to arrive in the post any day and I'd had to think I'll have problems getting it accepted.

 

[Saperstein]

I’ve herd of problems with TPE. I had one and staff at Chester had to input it by hand.

I have two left that expire in July one is Northern for 68p and the other TfW £10.

I don’t anticipate any problems but until I use them I can’t be 100% certain.

Saperstein.

 

[gray1404]

I stand to be corrected but I've not heard of any problems yet with any issued by WMT/LNW.

 

[Andy Pacer]

My issue was with an LNER voucher but at a LNWR managed station, interestingly the guy said he didn't know if I'd be able to use the voucher even before he had seen it or tried it. Whilst he was pleasant it was clear that if it didn't work either by scanning or manual entry that he wasn't going to accept it.

 

[Andy Pacer]

This is starting to happen way too frequently.

What would the situation be, if say, a passenger only had RTV’s to pay and no other payment method?

Surely they would be aloud to travel?

Saperstein

This is an interesting point, and perhaps one I will air in an e-mail to LNWR customer services as it was one of their ticket offices at which I was trying to use the voucher.

 

[Mag_seven]

Whilst he was pleasant it was clear that if it didn't work either by scanning or manual entry that he wasn't going to accept it.

Surely if the RTV is not defaced in any way then they should accept it - if it doesn't work by scanning or manual entry then that is the TOCs problem not yours?

 

[Andy Pacer]

Surely if the RTV is not defaced in any way then they should accept it - if it doesn't work by scanning or manual entry then that is the TOCs problem not yours?

Indeed my thoughts, I wasn't too bothered at the time but became more irritated as the day went on! LNER have offered to swap them but I'll still no doubt have to wait for them to get around to it!

 

[westv]

Can you ask them to swap it for cash?

 

[yorkie]

It's a valid payment method, so has to be accepted. If they choose not to accept it they could issue an unpaid fares notice for the fare due, or they could allow free travel.

 

[janb]

Is it just LNER vouchers this is an issue with or other TOCs too?

There is a certain batch number that is bad, so it has affected Northern, TPE, LNER that I've heard of and probably others as well.

Northern stations have been briefed and should accept. As Haywain says LNER likewise. I'm not sure what level of briefing/instruction LNWR stations have had.

 

[Belperpete]

I had some RTV which the guard had trouble scanning. Phoned for advice, and told to issue the ticket as a cash purchase, and pay the vouchers in with the cash.

 

[gray1404]

I had some RTV which the guard had trouble scanning. Phoned for advice, and told to issue the ticket as a cash purchase, and pay the vouchers in with the cash.

You'd think that's what a ticket office would do as well. Then the Accounts department can work on the voucher to get the funds from the issuing TOC.

 

[Saperstein]

You'd think that's what a ticket office would do as well. Then the Accounts department can work on the voucher to get the funds from the issuing TOC.

Too much hard work for some of them it would seem.

And of course it’s the poor old pax that suffers more inconvenience as it stands to reason that that said pax would have already had issues at some point otherwise they wouldn’t be holding an RTV in the first place!

Saperstein.

 

[Mathieu]

It's a valid payment method, so has to be accepted. If they choose not to accept it they could issue an unpaid fares notice for the fare due, or they could allow free travel.

Is there anything in the NRToC to back this up? Cheers

 

[yorkie]

It's on NRE:

https://www.nationalrail.co.uk/times_fares/ticket_types/45185.aspx

The following are accepted as methods of payments at National Rail stations and retail outlets. They also apply to paying on-train when no opportunity to purchase beforehand existed....

 

[Mathieu]

It's on NRE:

https://www.nationalrail.co.uk/times_fares/ticket_types/45185.aspx

Curious to know what customers rights are if they want to purchase a ticket with RTVs but then want a refund? (assuming it’s within the hour of purchase at the same station)

 

[Haywain]

Curious to know what customers rights are if they want to purchase a ticket with RTVs but then want a refund? (assuming it’s within the hour of purchase at the same station)

Not sure what an hour has to do with it, but refunds are normally to the same method of payment. In certain circumstances the retailer can refund to an alternative MoP at their discretion and with the agreement of the customer.

 

[Mathieu]

Not sure what an hour has to do with it, but refunds are normally to the same method of payment. In certain circumstances the retailer can refund to an alternative MoP at their discretion and with the agreement of the customer.

There’s no £10 admin fee for refunds if it’s within the first hour of purchasing

 

[Haywain]

There’s no £10 admin fee for refunds if it’s within the first hour of purchasing

Really? You were asking what the customer's rights are, and I see no mention of that int he Conditions of Travel.

 

[Mathieu]

Really? You were asking what the customer's rights are, and I see no mention of that int he Conditions of Travel.

Not sure with other ToCs but it’s a £10 admin fee if you want to refund a ticket and it’s 1 hour past purchase time

 

[Haywain]

Not sure with other ToCs but it’s a £10 admin fee if you want to refund a ticket and it’s 1 hour past purchase time

Some TOCs, by using their discretion, allow a refund without the admin fee within an hour (or other internally specified time) of purchase but there is no right to this - this is normally because they are using the non-issue process. However, if you change your mind the retailer is entitled to charge an admin fee.