Ticket Issues - Journey Failure
TrainPal part of Trip.com Group and who took the payment. My wife bought train tickets for a trip with 4 friends. Went to collect tickets 2 days before and system said they had already been collected at a time - (later stated by support at when we were actually on another train journey so impossible when the issuing card was is in my pocket). Customer support frustrating to get hold of - cannot talk to anyone - just chat typical of this age. Fragmented and limited visibility of our transaction audit trail on the system as we could not see the evidence of what card was used to collect the tickets. Result: . Lost £112.80 and my wife feels totally upset. I consider this support unacceptable - but we cannot prove we did not collect the tickets. How can tickets be issued without the original card - and at least show us the evidence. Shortcomings in IT integration support on the app - no back up tickets and no interest in giving us the visibility of information apart from advising from us to buy more tickets. If you pick up tickets “with any bank card” there is an audit and accountability issue. Train company not interested in helping. You are in your own and stranded. Beware of what you pay for. For Clarity TrainPal App - billed and money taken by Trip.com from Card.