Great Western Coffee Shop

Hi all,

I purchased my monthly season ticket online, which runs out on the 27th of this month. A few days later, another arrived that runs out on Dec the 5th. So after getting the right number (a task in its self) I was told to send it back, which I did to get a refund. So called them on friday as no sign of the refund. He said that they could see that they were both on my account, and agreed that they overlaped on dates so a refund wont be a problem BUT they havent got my ticket that I returned. This was on Friday, he said he would check the postroom and call back- but hasn't. I will have to call again on Monday, just where do I stand here? do i just kiss my ^119 away? Bear in mind they are both regestered to my Photo ID, cant see what the fuss is about, but do understand that I could transfer it to someone else (even if i do get my ticked inspected on the train nearly every day) Just know i'm going to get passed around on Monday..... Any help would be great as its ^119 I cant spare!

simon.

Hi, hornbeam.  Sorry to hear about your problem.

I'd suggest you do phone them again tomorrow morning: make sure you get the name of the person you speak to (did you get the name of your previous contact?) and, if you feel you're not getting anywhere, ask (politely but firmly) to speak to their manager.

I agree on the photo ID point: if the duplicate season tickets are registered to the same photo ID, any ticket inspection should pick up anyone else who might be mis-using your 'lost in the post' returned ticket?

However, I'm not FGW staff, so I don't know for sure: perhaps one of our very knowledgable staff members could confirm?

(_cough) Ollie?  ;)

I guess in hindsight it is one of those things you should send recorded delivery as unfortunately post isn't great these days.

In terms of your refund request you should get it back, but they will want the ticket, so I do hope it isn't lost in the post and is just late getting there.

In terms of whether someone else could be using it, that would only really be picked up on if the member of staff checking tickets checks the photocard as well, which they should, but if you have posted the ticket it's unlikely someone else has got it.

How did you come to order 2 seson tickets.  If the second one came in error then surely FGW must reimburse you regardless of the fact it has been lost in the post.  However if you just clicked in error and ordered a second one I guess you will have to wait a bit longer to see if it turns up.

It's strange that if it's a genuine error of some kind that the 2 tickets had different expiry dates?
The fact that Trainline have agreed to a refund is a good sign though, it's just a case of hoping the ticket turns up.