Train line ticket are lost in the post

[najaB]

Actually, they have at no stage tried to deal with this except to keep on repeating "when we have the tickets back we can then refund you" and how can they raise a claim with RM as its not tracked and with inadequate insurance?

If an item posted is not received in 10 working days then it is possible to raise a trace request with Royal Mail.

Why is it not train lines fault which delivery I chose?

Really?

There was only 2 options. Next day or 2nd class. I order tickets over a month on advance as wasn't in a hurry to get them as I had plenty of time. As I stated before, I was unaware that the 2nd class delivery option wasn't tracked it didn't say!

2nd Class Post is never tracked.

 

[najaB]

Some people seem to hold the view that a passenger is always in the wrong - after all, in their eyes, why would anyone dream of accepting a delivery option freely offered by a vendor and then expect that vendor to meet their legal obligations when that option fails to deliver the tickets ?

Does anyone have an example of TheTrainLine refusing to initiate a RM trace for tickets which haven't been delivered?

 

[poppyanne]

Under Regulation 41(2) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, they are legally bound to repay you the difference between 13p a minute and whatever it would have cost you if they were a regular rate (01/02/03) number. If you have a BT landline it's likely nothing, but on most mobile or other contracts this would be the full 13p a minute.

Would you have any idea how could I claim this? Thanks

 

[sheff1]

Does anyone have an example of TheTrainLine refusing to initiate a RM trace for tickets which haven't been delivered?

This thread ?

 

[najaB]

This thread ?

The op said that they payed for their tickets "at the beginning of November" and posted on the 20th. I'm going out on a limb to say that the beginning of November was maybe around the 3rd (since they didn't specially say 'the first').

If so, the 20th would have been the 10th working day. Train line wouldn't have been able to request a trace until the next day at the earliest.

 

[Deerfold]

2nd Class Post is never tracked.

You might want to tell Royal Mail that.

https://www.royalmail.com/personal/uk-delivery/signed-2nd-class

 

[ForTheLoveOf]

Would you have any idea how could I claim this? Thanks

There's no need to claim this as such, as, assuming the conditions are met, they already owe it to you and should be repaying you. You just need to check that they didn't provide a basic-rate or free phone number (01/02/03/080) for customer service (though it can still be as expensive as they want for the 'sales' number, and if you accidentally called this when they provided basic-rate/freephone number then you're SOL unfortunately).

If they do indeed owe you, I would simply email them or write them a letter (regular first class post but with proof of postage, no tracking necessary), outlining that you are require a refund of the extra cost you have incurred due to their non-providing of a basic-rate/freephone number, in line with [the regulation I quoted] and if they don't make a refund within 14 days then you will have to take it to Court (of course, this is an extremely unlikely step, but you should nevertheless mention it as legal ammo).

 

[najaB]

You might want to tell Royal Mail that.

Well blow me down. It used to be that only special delivery offered tracking, I see that they started offering tracking for 1st and 2nd class this year.

 

[Bletchleyite]

Well blow me down. It used to be that only special delivery offered tracking, I see that they started offering tracking for 1st and 2nd class this year.

It's been offered near enough forever, it used to be called "Recorded Delivery" and is now known as "Signed For", available in both classes. Special Delivery is what was known as "Registered Post".

The key difference other than price and compensation levels is that Special Delivery is tracked through the system while 1st/2nd are tracked much less often.

There's also the Royal Mail Tracked 1st/2nd service, which is Recorded Delivery without the signature, available only to businesses at present (shame). I suspect this was developed in collaboration with Amazon, but it's been there far longer than a year.

 

[island]

There's no need to claim this as such, as, assuming the conditions are met, they already owe it to you and should be repaying you. You just need to check that they didn't provide a basic-rate or free phone number (01/02/03/080) for customer service (though it can still be as expensive as they want for the 'sales' number, and if you accidentally called this when they provided basic-rate/freephone number then you're SOL unfortunately).

If they do indeed owe you, I would simply email them or write them a letter (regular first class post but with proof of postage, no tracking necessary), outlining that you are require a refund of the extra cost you have incurred due to their non-providing of a basic-rate/freephone number, in line with [the regulation I quoted] and if they don't make a refund within 14 days then you will have to take it to Court (of course, this is an extremely unlikely step, but you should nevertheless mention it as legal ammo).

I’m afraid no refund is due. Trainline provides the number 0333 2022222 for post-booking queries which is clearly displayed on its website (http://ehelp.thetrainline.com/app/answers/detail/a_id/4080) and this complies with the requirement to provide a basic-rate phone number. The fact that the OP may have chosen to use a different number is unfortunate but does not generate an obligation to repay.