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Poor service at redspottedhanky
Author Name: Kiran
Advantages: same as any other train ticket website
Disadvantages: poor customer service
I purchased tickets via the redspottedhanky.com website. Previously I've opted for the self-service ticket machine. On this occasion, I opted to have them posted to me to avoid the really long queues for the self-service machine (I've nearly missed a train previously!).
Tickets arrived 5 days later...in plenty of time. BUT... there was one ticket missing. I called them immediately, and they acknowledged that it was missing...agreed to "re-issue" the ticket. BUT they would only do it to the self-service machine...which is exactly what I was trying to avoid in first place.
They ABSOLUTELY REFUSED to send missing ticket in the post...saying it's "against their policy". Despite there still being 9 days before my travel date, they claimed concern that ticket may not arrive and they would have to re-issue again. If none of the tickets had arrived...fair enough. But they have arrived. Just someone made a mistake. If there were only a couple of days to travel date...fair enough. But it's 9 days.
Eventually, they admitted that the refusal to send by post was more about cost..."it costs us to reissue a ticket" they said.
So they want to resolve THEIR error by causing ME the huge inconvenience of having to go to a train station...at MY cost...and MY time... so they can save on THEIR cost. When it was THEIR error in the first place! Huh?!!!
When everything is automated, and you go to the self-service machine to collect your ticket...it's all automated. No human intervention. So the only time you speak to a person is when something doesn't go right. This is the first time I've needed to do this... and the service has been appalling.
Summary: Very poor service - their error is corrected at MY cost in order to save their margins.