Notes

Caller Name :- Mr. MELFYN ROBERTS

Customer Query :- CCI stating wont be able to travel today

Options Given :- informed the cust abt the T&C of the tics and gave the time frame for the refund and the amount

Agreed Solution :-

Decision Tree Code :- NA





BSD:- 08700240456

Port men travel :- 01315241250


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Dear Rowena

Thank you for your email.

As i understand you booked 1 tickets for your staff to travel on 15th September and i also understand that all the journey for the 15th of September from london euston was canceled.

We will go ahead and process a full refund on the journey from Birmingham New Street to London Euston for your outward journey that you were unable to make.

That would be a refund for Reference

499R3CX5 :- £52.30

Now in order to process the refunds on the Return portion on which you have applied refunds online ,you will have to post the tickets back to us on the following address and it is recommended to post the tickets via recorded delivery:

The Trainline
Refunds Department
PO Box 23972
Edinburgh
EH3 5DA

Refund will only be processed once we have the tickets back in our possession.

Hope the information was helpful.

Regards
Amit
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Dear James,

Thank you for your email.

As I understand, you tried logging in to the app but it is not working. Apologies for the inconvenience.

Ideally the login feature for our business customers is not yet into effect, our technical support team is still working on it and once the feature is out all our business customers will be notified with the same.

If you have booked a Mobile ticket then you can access the M-Tickets via the ‘Download’ link in the Booking Confirmation e-mail (have to have the app installed). The traveler does not have to log into the app but must have the app installed on their device before attempting to download the ticket from the booking confirmation email.

• Traveler must use the download link in the booking confirmation email to download their m-ticket to the app
• They must not be logged into the app

In order to download the tickets on the app could you please help us with your personal email address , we will directly send you the link directly to your personal email.

We regret the inconvenience this may have caused.

Regards,
Amit
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Dear Lee

Thank you for your email.

On reviewing the account, I can see that the booking has been made using a different email address.

As per the Data Protection Act, could you please revert back with the Original email address which was been used to book the tickets online.

Or please ask the account holder under whose account the tickets were booked to send us an email from the same email address that was used to book the tickets in order to assist you further.

To get the issue resolved at the earliest, you can call our corporate team – 0870 33 33 555 Option 1 , option 1 , and one of our advisor will be happy to assist. Our lines are open 5 days a week, between 8am and 6pm.

Regards
Amit
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Dear Jenni

Thank you for your email.

As i understand you would like all the users to accesses the common payment card for all train booking which is setup under your account.

The only reason the booker is not able to see the card on the system is because it is registered under your account.

In order for the booker to access the particular card he/she needs to register the same card under her account by clicking on Manage Credit Card details, which is available in the My Account section.

To resolve the issue at the earliest, you can call our SME team – 0870 33 33 555 Option 1, then Option 2 and an agent will be happy to assist. Our lines are open 5 days a week, between 8am and 6pm.

Hope the information was helpful.

Regards
Amit
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Dear Rosalyn

Thank you for your email.

We have processed a full refund for you on the tickets reference 64974B8F for £106.00 You don't need to0 collect the tickets from the machine, we as trainline will collect the tickets on behalf of you.

once we do that your money will be credited back to your account within 4-5 working days.

Hope the information was helpful.

Regards
Amit
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