Enquired today why I had not received a refund on a ticket returned nearly 8 
weeks ago.  GNER passed me round for 20 minutes, and then asked where I had 
sent the tickets. I said trainline.com as instructed by their website.  They 
said they couldn't deal with it and gave me the 10p a minute number for 
trainline.  Eventually got through to be told it was nothing to do with 
them, and they could not access it as it was a booking via GNER.  I 
explained I had been referred to them by GNER - and after some persuasion 
the operator spoke to a supervisor.  Was then told the money was refunded on 
3rd September (Saturday) and would be in my account in 6-7 days.  Not 
totally convinced by this story - I would have thought credit card transfers 
were more or less instantaneous.

This has cause me to reflect:

1.   How difficult it is to get customer satisfaction
2.    If trainline prefers to use an Indian call centre, because the 
operators probably do not have personal direct experience of our services. 
Therefore they can follow a prepared script without realising how their 
stated facts are at variance with reality. This enables them to be more 
"robust" with the customer.

James

On 2005-09-05, James  wrote:

> Enquired today why I had not received a refund on a ticket returned nearly 8 
> weeks ago.  GNER passed me round for 20 minutes, and then asked where I had 


Did you pay by credit card?

Chargeback time if you did :)

Gary

"Gary Smith"  wrote in message 
news:slrndholh5.mlq.shadyron@profile.l33t-d00d.co.uk...

> Did you pay by credit card?
>
> Chargeback time if you did :)
>
> Gary


Yes I did.  I also took the precaution of returning the tickets by recorded 
delivery after a previous episode (3 years ago) in which they claimed they 
had not received the tickets.  This involved a great deal of hassle for me, 
which boiled down to my word against theirs, although I did eventually 
receive the refund.

James

James wrote:

> Was then told the money was refunded on
> 3rd September (Saturday) and would be in my account in 6-7 days.


I'm not sure but I would guess the money should be in your account
within 3 working days like other BACS transfers.

They may have said 6-7 days so when the money arrives after 3 you're
slightly impressed that they were able to do something better than
expected ;o)

peter

If you have any problems getting thetrainline to refund you, contact
your bank and ask them to withdraw your payment to thetrainline.

I did this when they billed me twice and were very un-cooperative with
me trying to get it back.

On Mon, 5 Sep 2005 15:14:38 +0100, "James"
 wrote:


> Not 
>totally convinced by this story - I would have thought credit card transfers 
>were more or less instantaneous.


No, it can take up to a working week, though it's normally a couple of
days.  Also depends when the company concerned processes them...

Neil

-- 
Neil Williams in Milton Keynes, UK
When replying please use neil at the above domain
'wensleydale' is a spam trap and is not read.

On 5 Sep 2005 09:10:04 -0700, "naked_draughtsman"
 wrote:


>I'm not sure but I would guess the money should be in your account
>within 3 working days like other BACS transfers.


I believe that's 3 *clear* working days, that is that the money is
deposited on day 1 (which doesn't count), and is cleared by the end of
day 4.

Neil

-- 
Neil Williams in Milton Keynes, UK
When replying please use neil at the above domain
'wensleydale' is a spam trap and is not read.