Total Lack of Care for Customers
In order to change a ticket you have to purchase the new ticket prior to the exchange. In my case I complied and booked same 5hr journey but getting off the train two stops early. The system refused to refund. Once I understood how their online system works, I offered to extend the stops and contacted them immediately (prior to travel) but there is no phone line and no chat support. I was stuck. They have now refused to refund me. This has effectively meant I paid over £100 for a five hour journey! More than double the normal price! If I had bought direct through the train company I would have only forfeited the exchange fee £10. Their attitude goes against the Consumer Rights Act 2015 (lack of accessible customer support), the spirit of the Rail Passengers Rights and just seems unnecessarily harsh and money grabbing. If I had been able to contact a customer service representative prior to travel then I should have been able to change my ticket to adhere to their rules, the lack of support has left me severely out of pocket which seems very unfair. In addition they got the facts of the appeal wrong (wrong ticket, wrong day) and despite me trying to give them the correct information, they have refused to speak to me any more or give me details of where I can appeal. What kind of customer service is that? I would highly recommend that you do not buy from these thieves they are just out to scam you for as much money as they can.
