Post by Dabbit on Sept 12, 2006 2:43:36 GMT -5
As you know we are going away on Saturday and I booked my train tickets online in July. The web site told me at the time of booking that I should receive them 5 days before I am due to leave and if not ring them up. So booking through onerailway.com I rung them up and was kept holding on for about 15 minutes I guess only to be told that the onerailway site was operated by trainline and I needed to contact them. And so my misery begun...
I rung the number the happy chappy (no he was quite a decent chap) had given me. As soon as the man answered it was evident it was one of those hotlines that have been placed in India to save costs - the bloke could hardly speak English. Finally getting him to understand he said I had to leave it until Friday and then ring up (Less than 24 hours before we go). I then said I would like to register a complaint to which he replied 'OK if you want' or something like that and hung up...I was furious.
Many UK companies (including Norwich Union and BT) now locate their help lines in India because they can do so at a fraction of the cost in the UK - BUT that doesn't make for good customer service - especially when the person on the phone doesn't understand!
I will be writing a letter of complaint to onerailway and trainline...
(the funny thing is if I had booked on the phone as I have done before I would have got the tickets the next day, but being tight I wanted to save money and do booked them online)
I rung the number the happy chappy (no he was quite a decent chap) had given me. As soon as the man answered it was evident it was one of those hotlines that have been placed in India to save costs - the bloke could hardly speak English. Finally getting him to understand he said I had to leave it until Friday and then ring up (Less than 24 hours before we go). I then said I would like to register a complaint to which he replied 'OK if you want' or something like that and hung up...I was furious.
Many UK companies (including Norwich Union and BT) now locate their help lines in India because they can do so at a fraction of the cost in the UK - BUT that doesn't make for good customer service - especially when the person on the phone doesn't understand!
I will be writing a letter of complaint to onerailway and trainline...
(the funny thing is if I had booked on the phone as I have done before I would have got the tickets the next day, but being tight I wanted to save money and do booked them online)