Nirupam Chaturvedi: Hi, my name is Nirupam Chaturvedi. How may I help you?
Me: Hi – I ordered tickets a few weeks back but they haven’t arrived
Nirupam Chaturvedi: Just a moment please.
Nirupam Chaturvedi: May I know the date on which you booked them please?
Me: 9 August 2010
Me: 13:31 GMT
Nirupam Chaturvedi: May I take your refrence number?
Me: XXXXXXX
Nirupam Chaturvedi: Ok
Nirupam Chaturvedi: May I ask you a couple of questions for security?
Me: yes
Nirupam Chaturvedi: Are you the cardholder for this booking?
Me: yes
Nirupam Chaturvedi: May I take the first line of the billing address with the postcode?
Me: 987 My Work Street, London W1A 1AA
Nirupam Chaturvedi: I am sorry. The address does not match.
Me: Ok – maybe I used a different card – 123 My Home Street, London W1A 1AA
Nirupam Chaturvedi: Thank you.
Nirupam Chaturvedi: Please give me few minutes so that I can check the information for you.
Me: ok
Nirupam Chaturvedi: Can you confirm the delivery address please?
Me: 123 My street London W1A 1AA
Nirupam Chaturvedi: Thank you.
Nirupam Chaturvedi: Just a moment please.
Nirupam Chaturvedi: Thank you for your patience.
Nirupam Chaturvedi: I have checked the information for you.
Me: ok
Nirupam Chaturvedi: Sometimes, there are postal delays. But as you are travelling in October, we would request you to wait for some more time. The tickets should arrive by then.
Me: but your policy says that I should contact you after 5 days
Me: Here’s my email confirmation:
AUTOMATED CONFIRMATION: This confirmation email is unable to take replies. For further assistance please visit our Help pages or Contact us
Dear Mr XXXX,
Thank you for buying your train ticket(s) with thetrainline.com – your first stop for train tickets.
Your booking reference is XXXXXXX.
Your booking is confirmed and your payment has been securely processed.
To ensure everything is just as it should be, please take a moment now to check your travel details and cost breakdown. It’s all included below.
Have a safe and enjoyable journey. We look forward to helping you make the most of rail travel once again very shortly.
Kind regards,
thetrainline.com
Journey Information
Ticket Delivery: First Class Post
Tickets will be sent to:
123 My street
London
W1A 1AA
United Kingdom
If you have not received your tickets within 5 days, please contact us on 0871 244 1545 (Please note that calls to this number will cost 10p per minute from a BT landline. Calls from other operators may vary.).
Journey 1: LONDON KINGS CROSS to LEEDS
Travel on Wednesday 20 October 2010
Departs Arrives By Reservations
XX:XX – London Kings Cross XX:XX – Leeds Train (EAST COAST) Coach: X Seat: XXX
Ticket details
Passengers: 1 Adult(s)
Ticket Type: ADVANCE SINGLE
Route: This ticket is valid for travel on East Coast and connecting services
Journey 2: LEEDS to LONDON KINGS CROSS
Travel on Friday 22 October 2010
Departs Arrives By Reservations
XX:XX – Leeds XX:XX – London Kings Cross Train (EAST COAST) Coach: X Seat: XXX
Ticket details
Passengers: 1 Adult(s)
Ticket Type: ADVANCE SINGLE
Route: This ticket is valid for travel on East Coast and connecting services
Payment Information
Transaction Id: XXXXXXX
Transaction Date: XX/XX/XXXX
Card type: VISA DEBIT
Card number: **** **** **** XXXX
Fare details
Journey 1:
Adult Fare £ 11.25 (1@£ 11.25)
Journey 2:
Adult Fare £ 16.00 (1@£ 16.00)
Cost breakdown
Booking fee(s): £ 1.00
Total amount paid: £ 28.25
Our terms and conditions and the National Conditions of Carriage apply to this booking and are available at http://www.thetrainline.com.
Contact Us
If you have any other queries, you’ll find it helpful to browse the Frequently Asked Questions that follows, or call us on 0871 244 1545 (Please note that calls to this number will cost 10p per minute from a BT landline. Calls from other operators may vary.).
Q: What if I want to change my booking?
A: Please call customer services on 0871 244 1545 (Please note that calls to this number will cost 10p per minute from a BT landline. Calls from other operators may vary.) with your reference number. If a change is possible an administration fee will be charged.
Q: What if I want to refund my tickets?
A: Not all tickets can be refunded. Where a refund is possible you can request a refund for your tickets online from your Account. You can also call us on 0871 244 1545 (Please note that calls to this number will cost 10p per minute from a BT landline. Calls from other operators may vary.). Please note that a cancellation fee will be charged for each ticket refunded. Your ticket restrictions are available from the order status of your Account.
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Me: this is the original email I received
Nirupam Chaturvedi: Yes, & I have checked the delivery details. Your booking is intact. You will get your ticket in time.
Me: I’m confused
Me: Your email states I should contact you after 5 days
Me: is this not true?
Nirupam Chaturvedi: Yes, this is true. This is to check if the delivery address is correct. & we have done that. Hence, you will receive the tickets for sure. If the delivery address was incorrect, we would have taken suitable measures.
Me: when should I contact you again if these tickets do not arrive?
Nirupam Chaturvedi: You can get back to us in October.
Me: Great. I’ll do that.
Me: Thanks for your help
Nirupam Chaturvedi: Welcome
Nirupam Chaturvedi: I hope I was able to answer your query to your satisfaction. If you have any other queries, please feel free to contact us again. Thank you for contacting.
