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Original poster

Shocked by The Trainline

10 replies

countdowntoxmas · 15/04/2011 08:27

Have lost £90 worth of tickets sent to me for travel today. Phoned up The Trainline (who had issued the tickets) to say that I have looked for them everywhere and cannot find them and that my suspicion is that my ASD son has hidden/ destroyed them.

The person on the phone said that my only option was to repurchase the tickets as there was nothing they could do.

SURELY other people have lost tickets or had them destroyed - maybe by a child, maybe by a pet.

Have I not got some form of rights as the mother of a son with a disability?

Absolutely LIVID

OP posts:
bella699 · 15/04/2011 08:48

I've had tickets replaced by The Trainline before, but only because they didn't arrive in the post.

Would you be able to call back and claim they just didn't arrive? Would they be able to trace your last call back to your account? Yes, it's not entirely honest, but they're obviously not interested in making allowances for your child's disability.

Original poster
countdowntoxmas · 15/04/2011 08:51

I thought about that but the lady took my name and number when I asked to speak to a supervisor

OP posts:
Original poster
countdowntoxmas · 15/04/2011 08:52

The call centre was clearly not in the UK. Maybe people overseas are less informed re ASD. Still does not stop my being furious

OP posts:
thetrainline · 15/04/2011 10:42

Hi countdowntoxmas, I'd be really keen to try and help you. Can you contact me on Twitter using @thetrainline and I'll follow you and we can DM some details and see what we can do? Thanks Dougie

Toppy · 15/04/2011 12:52

Impressive Dougie - LOVELY to see that you have picked countdown's message up.
Can I ask do organisations have flags on boards like mumsnet so that they are alerted to a mention ? It all feels a bit Big Brother ! (can anyone else tell me if the lovely Dougie is not able to reply)

thetrainline · 15/04/2011 13:23

Hi Toppy, we do try to keep an eye out to see if there is anything that we can help with. We don't have flags as such, it's just good old google :) Dougie

Ineedalife · 15/04/2011 14:10

Blimey Dougie, we will be watching this thread with interestSmile.

So often difficulties caused by children's ASD are ignored and parents are left to stuggle.

Hope you can help countdownSmile.

thetrainline · 15/04/2011 14:19

So do I - if she gets in touch

Original poster
countdowntoxmas · 18/04/2011 18:36

As it was, I opened my diary to write down the name of the lady who I spoke to. As I did so, the tickets fell out. I must have pre-anticipated the tickets being taken by my son and been more efficient than I imagined.

Out of interest Dougie, what would you have been able to do if I had lost my tickets?

Thanks anyway for your concern!

OP posts:
thetrainline · 23/04/2011 15:34

Hi countdowntoxmas - just seen your reply [busmile]

That's great news that you found them. I'd have needed to look at your account and see what the best option was. Usually we can't help if tickets are lost after they're delivered, but we do try to be sensitive to individual circumstances

Hope you had a good trip!

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