Dreadful ! (thetrainline.com)

Member Name: eclaire

Product:	thetrainline.com
Date:	03/11/05 (162 review reads)
Rating:

Advantages: Easy to book on-line

Disadvantages: Don't issue the correct tickets, awful customer service, no refund received

I ordered 2 rail tickets and 2 London Underground tickets from thetrainline.com. They arrived OK but 1 of the tube tickets was for the wrong date. I called up their customer service centre (hopeless Indian call centre) who said that I would have to buy a new tube ticket once I got to London to use and then send this ticket and the original incorrect ticket back to them for a refund of ONLY the original incorrect ticket. I was not happy with this as it was clearly their mistake (for which they took no responsiblity and suggested that I was lying). So I asked to speak to a supervisor but was told that none were available (yeah, right). I asked to speak to their complaints department but was told that they only deal with written correspondence. In the end after getting nowhere I did as they said and bought a new ticket on the day and sent it all back to them with a letter. That was 7 weeks ago. I had a letter of receipt of my letter almost straight away but to date I have had no refund or apology. Fortunately it was only for a small amount but that’s not the point.

I would never use them again. Dreadful!

Summary: Incorrect tickets issued, awful indian call centre, no refund or apology received