I have a confession to make.
At the beginning of the summer, I had cause to book some train tickets for a weekend trip to London. I booked them well in advance, via the website of the train company involved - the estimable but increasingly inaccurately named Great North Eastern Railway. The confirmation page poppeed up, complete with the reference number which I had to take to the station to collect my tickets. I duly printed this out, and thought no more about it - until the day I was due to travel. The timetable was a little tight, so I was going to the station straight from work - but that morning, I got to work and realized I had left the piece of paper (with the reference number) at home. With no time to go back and retrieve it, I worried briefly - but then I realized: all I had to do was log on to the GNER website, call up my account details, and the transaction would be recorded there. I logged on, found my account details, and inspected my list of recent transactions.
It was empty.
Huh?
"Okay," I thought to myself (and bear in mind, this was about three weeks after I'd booked the tickets), "maybe I
didn't use the GNER website; maybe I used the trainline website." (For non-UK residents,
thetrainline.com is a website devoted to selling train tickets. Hence the name.) So I called up the trainline website, and checked. But no! No recent orders there, either! My order had disappeared!
So I got onto their helpdesk, and received this advice: order more tickets, then apply for a refund on your old ones.
That was it, and in about as many words, too. No 'sorry we can't help', or 'you poor thing, what a terrible position'. In fact, it was more like 'we think you're probably trying it on, so buy some tickets you cheapskate and we'll consider whether to give you your money in our own damned time.' On the face of it, this advice, while irritating, stupid and rude, was not utterly foolish; but what got me steamed up was two particularly personal aspects. First, these tickets are not cheap, and if the refund did not arrive promptly, I was going to go over my overdraft limit and get charged by my bank for the privilege. Second, I had originally booked first class tickets (really, the only way to travel), and first class tickets bought 'on the day' are ruinously expensive, so I would be travelling cattle-class instead. Argh.
Anyway, I had a nice weekend in London, and wrote a rude letter to GNER's customer service explaining the situation and grousing about the abruptness of their support staff.
And waited.
Six weeks later (knowing that by now I was going to get overdraft charges two months in a row, and by a margin which a GNER refund would have cured), I wrote another letter, angrier and (um, much) more sarcastic than the last. I printed out the customer support emails I'd received, and was about to attach them to the latter as proof of abruptness, when I realized I'd actually emailed the support staff the
thetrainline.com, not GNER. Oops. So now I was complaining about the rudeness of someone else's support staff.
And then several things happened at once. First, I got a nice letter of apology from GNER, saying they were sorry I'd been dealt with abruptly, and of course they were refunding my tickets, and here were some vouchers to spend on more train tickets. (The value of the vouchers didn't quite cover the overdraft charges, but hey ho).
The other thing that happened was that my girlfriend - who'd been living with me at the time, and doing all her internet stuff on my laptop - checked her email for the first time in several months, and discovered an email from GNER saying 'your tickets have been ordered and are ready to pick up from the station.' I'd accidentally ordered them on her login, and they'd been quietly sitting in her account waiting to be used.
So I'd been complaining to GNER and demanding an apology for a mistake I'd made, and topped it off with griping about someone else's support staff.
Bugger.