Help with qjump train tickets - 'fast-ticket' collection?

Question

just before christmas i used www.qjump.co.uk to purchase 6 train journeys for February online.

After buying the tickets, rather than get them posted out to me, i elected to use the 'fast-ticket' machines at the train station, where u turn up at station, put in your bank-card that you used to pay for the tickets, type in your reference number, and your tickets are printed

HOWEVER.. last week i lost my wallet so phoned the bank to cancel my card.

Today i phoned qjump customer svcs & explained to them that id lost my bank card so wouldnt be able to use the fastticket collection service, and could i please change the details so i could collect my tickets when i go on the 1st of my train journeys in a few weeks

the guy then told me that as they are non-refundable tickets, there was nothing he could do! i couldn't get my money back, and there was no way i could collect the tickets that i have already paid for (and which i have a unique reference number for) even if i turned up at the s

Answer 1

If your tickets were non-refundable there is zero chance of you getting a refund.

I don't see why your new bank card cannot be used to collect the tickets seeing as it should have the same card number on it, failing that I can't understand why qjump cannot simply fax the booking to your local ticket office for you to collect over the counter, the trainline and Virgin trains do this.

The fact that the tickets are non-refundable has nothing to do with you wanting to change the method of collection, you never said you wanted to refeund the tickets-sounds like the customer services person didn't know what he was talking about.

Answer 2

The guy on the phone is wrong. Look at http://www.qjump.co.uk/ then click help and question 3 which I copy:-

'All refunds should be claimed by logging into My Account and clicking on Apply for a refund. You will then be provided with simple instructions on how to make the claim.

Your refund will not be processed until we are in receipt of the tickets.  From receipt it will take up to 10 days to process your refund and it may take a further 5 days for this credit to appear on your statement.

If you selected the FastTicket option and have not collected your tickets, we will process the claim without you having to collect the tickets.

The amount that you are due will depend on the Terms and Conditions of the ticket type you purchased. This information is available when in My Account and you click on Check your order status.'

Is the problem that you brought non-refundable tickets?

There is also a 'contact us' provision - using email -  which, if your ticket is non-refundable, I would suggest you use, setting out your problem as you have told us here - it can't possibly be the first time they have come across the issue.

Answer 3

my friend - ur question is too long...... people just cant be bothered to read that much.... no offence...... might be just me

Answer 4

I share one of the previous answerer's views about the problems of buying tickets over the internet as opposed to a station ticket office, where problems can be more easily addressed.

Usually with Fast Tickets, it is not actually necessary to use the same card in the machine that you used to buy the tickets over the internet.  if you do use the same card, the machine usually recognises your purchase without your even having to put in the reference number.  I would suggest that you try to retrieve the tickets using your new card and then entering the reference number.  Many  major stations also have dedicated terminals in their customer service office and you should go there if the Fast Ticket machine refuses to issue the tickets.

Answer 5

This is another example of why not to purchase tickets from any internet source! The person at qjump is quite correct, unfortunatley pre paid advance purchase tickets are not refundable if for any reason your details or journey changes. However it is a bit harsh as you have not been able to collect them that this should happen. The only thing you could do is send a letter to qjump head office explaining the situation and ask for your situation to be looked at again.

This of course does not help you with the ticket situation, hopefully your journey is not until the end of Feb, if so get along to your local station and pay for a new advance ticket as soon as possible, if it is in a couple of weeks time, then you may get stuck with just a saver or standard I am afraid.

Good Luck.

Answer 6

I cant stand both qjump and thetrainline (which i think you will find are both the same company owned by virgin)

I once booked tickets for a journey via thetrainline. Paid extra to have them delivered the next day, and they were late delivering them, 2 days late in fact.

On the day of my journey i had no tickets, so i had to go to the station and hope they would help me.

To begin with, they couldn't help me much. I phoned thetrainline and they were reluctant to help.

I took the phone number to the customer services desk at the station (Norwich) and they were brilliant.

They phoned thetrainline and worked very hard for me to get the details of the tickets.

After some persuation thetrainline faxed a copy of my train tickets to Norwich and the staff at Norwich printed me some new tickets.

When i phoned home the next day they turned up that morning, 2 days late!

I complained to thetrainline and they just didn't seem all that interested, they tried to make it out to be my fault.

If you are able to cancel the tickets and get a refund then i would, be easier if you just go to your local station and buy the tickets. You dont have to wait until your travel day to do it, you can go tomorrow and buy them if you want.

At least that way you know you have the tickets there in your hand and will avoid all problems!!