Someone I know booked advance train tickets through the website of a UK train operating company (TOC), with home delivery, roughly 5 weeks in advance of travel. She never received the tickets and phoned the TOC three times:
- 1 week before travel. She is told they will be sent later (usually she receives tickets 3 days after booking).
- 2 days before travel. She is told that unless she receives them the day after, she should phone again on the morning of travel.
- On the morning of travel. She is told that the TOC will contact her local staffed train station and tell them to issue tickets for her.
After she arrives at the local staffed train station (operated by a different TOC than where she bought the tickets from), the staff at the train station say they know nothing, cannot find her booking in the system, and can do nothing for her, and tell her to phone the TOC again. By now it is less than two hours before travel.
What is the recommended course of action in this situation? She can provide evidence that she has bought the tickets and made the phone calls, but of course it is hard to prove that she never received the tickets.