I wonder if I could get the expert advice of the RUK community on how to get an effective response from Trainsplit, or whether I should just go to a Section 75 claim with my credit card issuer.
In mid August, I booked a pair of tickets for travel to Oban travelling out on 19th September as part of a trip to Iona. When the confirmation arrived, the outbound tickets were dated 13th September. When I did a dummy booking journey, this was a defect in the website which tried to select the wrong date again.
After speaking to Trainsplit's customer support line, I booked again and then started the process of cancelling tickets. I now find that I have a partial refund and that the first journey booking fees* are being retained despite the cause for the cancellation lying entirely within Trainsplit. An initial email gave me a stock "these are our T&Cs" response, and my subsequent email of 26th August has not been responded to, even with an acknowledgement. A call to the customer support line has not moved the issue any further forward, as the very helpful person on the line could only refer me back to the email account for which I'm receiving no responses.
I am beginning to be at my wit's end for how to get this moving as losing the thick end of £200 is decidedly unwelcome.
* - I do not wish to open up the discussion about how Trainsplit charge; for my purposes, I purchased the tickets knowing that a large saving would also generate a significant finders fee.
In mid August, I booked a pair of tickets for travel to Oban travelling out on 19th September as part of a trip to Iona. When the confirmation arrived, the outbound tickets were dated 13th September. When I did a dummy booking journey, this was a defect in the website which tried to select the wrong date again.
After speaking to Trainsplit's customer support line, I booked again and then started the process of cancelling tickets. I now find that I have a partial refund and that the first journey booking fees* are being retained despite the cause for the cancellation lying entirely within Trainsplit. An initial email gave me a stock "these are our T&Cs" response, and my subsequent email of 26th August has not been responded to, even with an acknowledgement. A call to the customer support line has not moved the issue any further forward, as the very helpful person on the line could only refer me back to the email account for which I'm receiving no responses.
I am beginning to be at my wit's end for how to get this moving as losing the thick end of £200 is decidedly unwelcome.
* - I do not wish to open up the discussion about how Trainsplit charge; for my purposes, I purchased the tickets knowing that a large saving would also generate a significant finders fee.
