FixMyTransport: Improve their Railcard Application Process

Description

Claire Mercer

Refused to issue a rail card for a mature student despite having all necessary documentation. They refused on the basis that the stamp I had from my college was not on their list. When I showed them that the college was part of Middlesex University they still refused. They have now invalidated my tickets for travel tomorrow as they are advanced purchase with a rail card. The course is a full time BSc course

Comment

Problem History

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1 Claire Mercer reported the issue on FixMyTransport. close 01:47 13 Oct 2012 #
2 Claire Mercer wrote to South West Trains close 01:47 13 Oct 2012 #

Here is the letter that Claire Mercer wrote.

Railcard

Refused to issue a rail card for a mature student despite having all necessary documentation. They refused on the basis that the stamp I had from my college was not on their list. When I showed them that the college was part of Middlesex University they still refused. They have now invalidated my tickets for travel tomorrow as they are advanced purchase with a rail card. The course is a full time BSc course
3 South West Trains responded to Claire Mercer close 04:09 13 Oct 2012 #

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Thank you for your email to South West Trains' customer relations.

This email facility is for your comments, suggestions and complaints
regarding the service we provide. For frequently asked questions about our
service please visit http://www.southwesttrains.co.uk/faq.aspx.

If you would like information about train times and fares visit
http://www.southwesttrains.co.uk/. To register for JouneyCheck email
alerts visit http://www.southwesttrains.co.uk/jca.aspx and for live train
running information visit http://www.journeycheck.southwesttrains.....
If you would like to follow us on Twitter please follow this link
http://www.southwesttrains.co.uk/twitter....

If you wish to book a rail ticket or check availability please contact
South West Trains' Customer Service Centre on 0845 6000 650 (0600 to 2200
every day except Christmas Day and Boxing Day) or visit
www.southwesttrains.co.uk.

We will respond as soon as possible to your comments. Our promised response
time is covered by South West Trains' Passengers' Charter. The Charter
states that "we aim to provide a full reply within 20 working days" We
will normally be able to respond much quicker than this but, at busy times,
it may be necessary to work within this timescale.

Please do not respond to this email as it has been sent automatically from
an unattended mail box.
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Thank you for your email to South West Trains' customer relations.

This email facility is for your comments, suggestions and complaints
regarding the service we provide. For frequently asked questions about our
service please visit http://www.southwesttrains.co.uk/faq.aspx.

If you would like information about train times and fares visit
http://www.southwesttrains.co.uk/. To register for JouneyCheck email
alerts visit http://www.southwesttrains.co.uk/jca.aspx and for live train
running information visit http://www.journeycheck.southwesttrains.....
If you would like to follow us on Twitter please follow this link
http://www.southwesttrains.co.uk/twitter....

If you wish to book a rail ticket or check availability please contact
South West Trains' Customer Service Centre on 0845 6000 650 (0600 to 2200
every day except Christmas Day and Boxing Day) or visit
www.southwesttrains.co.uk.

We will respond as soon as possible to your comments. Our promised response
time is covered by South West Trains' Passengers' Charter. The Charter
states that "we aim to provide a full reply within 20 working days" We
will normally be able to respond much quicker than this but, at busy times,
it may be necessary to work within this timescale.

Please do not respond to this email as it has been sent automatically from
an unattended mail box.
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4 South West Trains responded to Claire Mercer close 07:10 13 Oct 2012 #

Fixmytransport.Com

Stagecoach South Western Trains
Customer Service Centre
Overline House, Blechynden Terrace
Southampton SO15 1GW
Telephone 0845 6000 650
Fax 023 8072 8187
email [South West Trains problem reporting email]

[Improve their Railcard Application Process email]

Our ref: 1702648

13 October 2012
Dear Sirs

Thank you for your contact regarding our services. We do welcome feedback
from our
customers and have established a full range of media channels to enable
direct contact
with our customer relations team.

A webform on our website at www.southwesttrains.co.uk

By email to [South West Trains problem reporting email]

By post to �
South West Trains Customer Relations,
Overline House, Blechynden Terrace,
Southampton. SO15 1GW.

By telephone 0845 6000 650 option 4

There are also established representative bodies which deal with unresolved
complaints
from our passengers.

For the London Area the organisation is London Travelwatch
www.londontravelwatch.org.uk

For the remainder of our area the organisation is Passenger Focus
www.passengerfocus.org.uk

In order to guarantee a full and consistent response to the concerns
raised, would you
please advise our customer to use one of our established methods of contact.

Regards
Jan Ledbyrne
Stagecoach South Western Trains

Fixmytransport.Com

Stagecoach South Western Trains
Customer Service Centre
Overline House, Blechynden Terrace
Southampton SO15 1GW
Telephone 0845 6000 650
Fax 023 8072 8187
email [South West Trains problem reporting email]

[Improve their Railcard Application Process email]

Our ref: 1702648

13 October 2012
Dear Sirs

Thank you for your contact regarding our services. We do welcome feedback
from our
customers and have established a full range of media channels to enable
direct contact
with our customer relations team.

A webform on our website at www.southwesttrains.co.uk

By email to [South West Trains problem reporting email]

By post to �
South West Trains Customer Relations,
Overline House, Blechynden Terrace,
Southampton. SO15 1GW.

By telephone 0845 6000 650 option 4

There are also established representative bodies which deal with unresolved
complaints
from our passengers.

For the London Area the organisation is London Travelwatch
www.londontravelwatch.org.uk

For the remainder of our area the organisation is Passenger Focus
www.passengerfocus.org.uk

In order to guarantee a full and consistent response to the concerns
raised, would you
please advise our customer to use one of our established methods of contact.

Regards
Jan Ledbyrne
Stagecoach South Western Trains
5 Peter Dixon commented close 09:30 13 Oct 2012 #

Claire

I am really sorry to read of your issues with the purchase of a railcard. My advice would be that you try an alternative station today.

Sadly, South West Trains have chosen to not engage with their customers on FixMyTransport. You will have to raise your complaint directly with them through the systems linked to below. It would also help you if you name your college in the complaint.

http://www.southwesttrains.co.uk/contact-us.aspx

anorak

admin
6 Claire Mercer commented close 12:18 13 Oct 2012 #

Thanks Peter. The college is the Northern College of Acupuncture

http://www.chinese-medicine.co.uk/

Their academic standards are validated by Middlesex University
7 Claire Mercer commented close 17:47 16 Oct 2012 #

Virgin Trains have issued the railcard now with no reference to a list. My college have confirmed that there is no such list of colleges for application for railcards They think the employee and his manager were confusing the application with a student discounted Oyster card for which there is a list.
8 Claire Mercer commented close 18:19 28 Nov 2012 #

Apparently South West Trains acted correctly in refusing the issue of the railcard. ATOC have a list of colleges that are eligible for railcards. This list was brought in in Sept 2012. The list is incomplete and seems to be being updated on an individual basis. I believe the situation is discrimminatory as you will be refused a railcard on the basis of this incomplete list. My college has now been added to the list "on review" I will challenge the legality of this and feedback
9 Peter Dixon commented close 21:49 28 Nov 2012 #

Hello Claire

That is very interesting.

You may also want to write to your MP about this issue as well because I also share your concerns about this.

Kind regards

anorak

admin
10 Claire Mercer commented close 21:03 29 Nov 2012 #

Hi Peter

Yes, I emailed my MP at the start of this saga and have not heard a word back despite re-emailing. Chuka Ummuna is clearly too busy to deal with his constituency members. Don't rely on my vote Mr Ummuna. Can't way to hear him on the TV talking about re-engaging with the electorate.