here is a copy of a conversation i've been having with first scotrail's customer service department:
Train tickets booked for Wednesday 23rd
Hi
Yesterday i booked a return ticket from Aberdeen to perth on an early morning train returning at 4.37. I haven't received a confirmation email with my reference number for collecting my tickets. I did print off the confirmation page but there doesn't appear to be a reference number on it. Could you please confirm my reference number and send a confirmation email as i need to forward that to my work for expenses.
Thanks
David Officer
Response:
Dear Mr Officer
Thank you for your email dated 18 April 2008 regarding your on-line booking for your journey from Aberdeen to Perth on Wednesday 23 April 2008.
I regret that we are unable to view your on-line booking as we do not have access to the on-line booking system in this department. You should contact the outlet where you originally purchased your tickets. The telephone number for Web Aftersales is 0870 333 4873.
.
Thank you for contacting First ScotRail. Should there be anything else we can assist you with, please do not hesitate to contact us. Should you need to reply to this email, please respond to scotrailcustomer.relations@firstgroup.com.
Yours sincerely
Lorna Davenport
Customer Relations Advisor
Now, I had already spoken to their online department who aside from interrupting me everytime i tried to speak, were very quick to deal with my problem and told me that i had to buy another ticket if there wasn't a reference number. This was after i'd gone to the station yesterday to pick up my tickets and was told that there was no record of it and that this happens quite often. The lady there suggested i check my bank balance and see if the payment had come off then return to purchase new tickets should it not have come off. So i sent this response:
Hi
After reading your response to my original query and having spoken to station staff at Aberdeen and phoned your helpline, I'm afraid I've come to the conclusion that your website and the procedures you have in place for dealing with issues arising from it are completely ineffectual and rubbish.
I think having a website on which you can buy tickets which then don't exist is a pretty redundant enterprise, even worse when you have a customer services department who aren't able to deal with any customer service related issues. I gather this happens fairly regularly according to the staff in the ticket office in Aberdeen. I was cheerfully told that the website selling phantom tickets keeps them in a job.
Anyway, thanks for taking 4 days to tell me you can't help. Though i'd imagine you are pretty busy given that your website just isn't fit for purpose.
David Officer
too harsh? having worked in retail for 10 years i hate poor service, and even worse is when people can't deal with complaints and fob you off to other departments. i think it's pretty stupid having a customer services department that you email from the website that can't deal with website customer service. bah.