gingerheid
Established Member
- Joined
- 2 Apr 2006
- Messages
- 1,500
Hello
I'd be grateful for any assistance...
In brief
On 12/11/12 at 0115 I bought a ticket for travel the same day from the Southern website. I intended to travel on a train at 0745 later that morning.
When I tried to collect the ticket it my booking reference didn't work on two of the machines, and I queued for the ticket office, missing the train. They couldn't issue the ticket either, and said I would have to buy a replacement and claim a refund. I bought the replacement ticket with the same card as I would have been using to collect the original, and also immediately forwarded the e-mail to Southern with a message saying that I hadn't been able to pick up the tickets, lest they claimed that computers always work and that I must have not had the right card or have forgotten the reference number.
On 16/11/12 at 2104 I bought another ticket for travel at 0645 the next morning. As my local station has particular problems with queuing when tourists arrive to go to London on Saturday mornings (such as http://www.cambridge-news.co.uk/News/Chaos-and-anger-at-station-16102012.htm ) I tried to collect the tickets at 0030 the next morning, but the machine didn't recognise the code and I again had to purchase replacement tickets.
Southern have told me that they require hard copy proof that I bought tickets, and have told me that they will deduct the administration fee from the refunds, and have responded to them as follows:
I am going to proceed with a chargeback claim on the credit card used to buy the tickets, but I would also like to make a meaningful complaint as I feel it is rather disgusting that they are being wilfully obstructive in order to attempt to do what a lay person speaking in non-legal terms would call steal money.
Is there any way at all of doing so that might make a difference, other than going to newspapers?
I do feel that, them having made me miss my train, they should be paying me £10 rather than me them!
I'd be grateful for any assistance...
In brief
On 12/11/12 at 0115 I bought a ticket for travel the same day from the Southern website. I intended to travel on a train at 0745 later that morning.
When I tried to collect the ticket it my booking reference didn't work on two of the machines, and I queued for the ticket office, missing the train. They couldn't issue the ticket either, and said I would have to buy a replacement and claim a refund. I bought the replacement ticket with the same card as I would have been using to collect the original, and also immediately forwarded the e-mail to Southern with a message saying that I hadn't been able to pick up the tickets, lest they claimed that computers always work and that I must have not had the right card or have forgotten the reference number.
On 16/11/12 at 2104 I bought another ticket for travel at 0645 the next morning. As my local station has particular problems with queuing when tourists arrive to go to London on Saturday mornings (such as http://www.cambridge-news.co.uk/News/Chaos-and-anger-at-station-16102012.htm ) I tried to collect the tickets at 0030 the next morning, but the machine didn't recognise the code and I again had to purchase replacement tickets.
Southern have told me that they require hard copy proof that I bought tickets, and have told me that they will deduct the administration fee from the refunds, and have responded to them as follows:
Your response is outrageous, and entirely illegal.
You breached the contract, and you are obliged to refund me in full.
As you have refused to do so and have stated that you will charge a fee, and as you are being wilfully obstructive by demanding hard copy proof of what you well know was an electronic purchase that you have been provided details of, I will proceed with a chargeback claim via the credit card company used.
I naturally remain dis-satisfied with your reply and wish this to be escalated as a complaint. You will reply addressing this within 14 days, otherwise I will also complain to my MP.
I am going to proceed with a chargeback claim on the credit card used to buy the tickets, but I would also like to make a meaningful complaint as I feel it is rather disgusting that they are being wilfully obstructive in order to attempt to do what a lay person speaking in non-legal terms would call steal money.
Is there any way at all of doing so that might make a difference, other than going to newspapers?
I do feel that, them having made me miss my train, they should be paying me £10 rather than me them!