Author Topic: Fixing Stagecoach Smart Ticket Error  (Read 6199 times)

Offline Barry

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Fixing Stagecoach Smart Ticket Error
« on: August 28, 2015, 06:37:57 PM »
Does anyone know how to get a Stagecoach Smart ticket fixed?

It looks to me like my mum has been sold 5 Bedford Smartdays instead of Cambridge (receipt shows S_AdultB, and the card report shows an expired P&C 5 SmartDays with an active BE 5 SmartDays) (on a Fenstanton based bus), and the ticket therefore doesn't validate.

We're being bounced between bus drivers and Perth, neither of whom think they can fix it :-( Perth have a particularly strong desire that we visit the office at the bus station in Cambridge, which I'm pretty sure doesn't exist :-(
« Last Edit: August 28, 2015, 06:57:50 PM by barryb »

Offline AE55DKN

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Re: Fixing Stagecoach Smart Ticket Error
« Reply #1 on: August 28, 2015, 10:10:12 PM »
Cambridge has nothing in the bus station to sort this, there isnt even a premier travel anymore.


Call up stagecoach smart, explain it, and they should be able to push a fix over the tinternet, i assume you still have the receipt?

Offline Barry

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Re: Fixing Stagecoach Smart Ticket Error
« Reply #2 on: August 28, 2015, 10:14:41 PM »
Perth are adamant that because the ticket was bought on a bus and not over the internet they can't do anything.

We have the receipt, and also a printout of the card from when they were trying to work out why it wasn't working.  Neither the driver nor my mum realised that the problem was that it was a Bedford ticket.
« Last Edit: August 28, 2015, 10:16:34 PM by barryb »

Offline TCD813

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Re: Fixing Stagecoach Smart Ticket Error
« Reply #3 on: August 29, 2015, 02:50:13 PM »
Maybe Stagecoach East can be shamed into sorting it via Twitter.

Click the link for my tweet to Stagecoach East.

I'll post Twitter responses in this thread (promise).

Regards,

Richard.
TCD813? The reg of a Southdown Motor Services, Northern Counties bodied, Leyland Titan PD3/4 FH39/30F (popularly dubbed 'Queen Mary') from the late 50s.
There's all 'manor' of stuff on my Twitter A/c.

Offline Barry

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Re: Fixing Stagecoach Smart Ticket Error
« Reply #4 on: August 29, 2015, 06:16:07 PM »
I tried that last night.   They made other posts today,  but didn't reply  to me :-(

Offline TCD813

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Re: Fixing Stagecoach Smart Ticket Error
« Reply #5 on: August 29, 2015, 06:55:29 PM »
 Poor show!

Have you tried emailing their Cowley Road email address?
TCD813? The reg of a Southdown Motor Services, Northern Counties bodied, Leyland Titan PD3/4 FH39/30F (popularly dubbed 'Queen Mary') from the late 50s.
There's all 'manor' of stuff on my Twitter A/c.

Offline Barry

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Re: Fixing Stagecoach Smart Ticket Error
« Reply #6 on: August 29, 2015, 07:06:38 PM »
Do you have it?  I couldn't find one!

Offline Barry

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Re: Fixing Stagecoach Smart Ticket Error
« Reply #7 on: August 29, 2015, 07:41:33 PM »
They argued with her for 15 mins when she tried to use the ticket today.

I've given them a reminder :-(

I sense that this will go on so long she won't still be visiting by the time they sort it out and they're going to have to refund it.
« Last Edit: August 29, 2015, 07:54:11 PM by barryb »

Offline AE55DKN

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Re: Fixing Stagecoach Smart Ticket Error
« Reply #8 on: August 29, 2015, 09:25:52 PM »
Perth are adamant that because the ticket was bought on a bus and not over the internet they can't do anything.

We have the receipt, and also a printout of the card from when they were trying to work out why it wasn't working.  Neither the driver nor my mum realised that the problem was that it was a Bedford ticket.

The the local depot should sort it.

confused to why, you where sold the ticket, but the card has to be removed and replaced, to do the first use on it, and at that point it should have declined, and realised?>

Offline TCD813

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Re: Fixing Stagecoach Smart Ticket Error
« Reply #9 on: August 30, 2015, 08:18:28 AM »
Poor show!
Have you tried emailing their Cowley Road email address?
Do you have it?  I couldn't find one!

From the StagecoachBus website:


Stagecoach East

Email Address:
CAMBRIDGE.ENQUIRIES@STAGECOACHBUS.COM
Telephone:
01223 433 250 (8.30am - 5.30pm, Mondays to Fridays)
Fax:
01223 433 275
Postal Address:
Stagecoach in Cambridge,
100 Cowley Road
Cambridge. CB4 0DN
Disability Helpdesk:
Tel: 01223 433 250 (8.30am - 5.30pm, Mondays to Fridays)
Email: CAMBRIDGE.ENQUIRIES@STAGECOACHBUS.COM

Stagecoach in Huntingdonshire

Cambridge Road
Fenstanton
PE28 9JB

Email: fenland.enquiries@stagecoachbus.com
Tel: 01480 309 084 (9am - 2pm, Monday to Friday)
Fax: 01480 301 197

Stagecoach in Bedfordshire

No. 23 Greyfriars
Bedford
MK40 1HJ

Email: bedford.enquiries@stagecoachbus.com
Tel: 01234 220 030 (9am - 4pm, Monday to Friday)

Online ticket sales:

For information and customer support related to paper tickets bought from this website please contact us at 0871 834 0010 (8am - 5pm, Monday - Friday). BT callers charged at 10p per minute. Mobile and other providers charges may vary.

For customer support related to StagecoachSmart Travel Cards, please call 0345 810 1000 (7am - 10pm, 7 days a week) or visit www.stagecoachsmart.com. Calls from landlines and mobiles to this number are charged at national rate and may be included in any inclusive miutes packages.

Best of luck!

Keep us posted on developments...
TCD813? The reg of a Southdown Motor Services, Northern Counties bodied, Leyland Titan PD3/4 FH39/30F (popularly dubbed 'Queen Mary') from the late 50s.
There's all 'manor' of stuff on my Twitter A/c.

Offline Tony

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Re: Fixing Stagecoach Smart Ticket Error
« Reply #10 on: August 30, 2015, 12:11:16 PM »
Stagecoach easts twitter feed only respond to queries between 0900 and 1700 mon to fri

Offline Barry

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Re: Fixing Stagecoach Smart Ticket Error
« Reply #11 on: August 30, 2015, 04:28:58 PM »
Stagecoach easts twitter feed only respond to queries between 0900 and 1700 mon to fri

Though they did manage to post advertising these tickets today!

Offline Barry

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Re: Fixing Stagecoach Smart Ticket Error
« Reply #12 on: September 01, 2015, 11:34:36 AM »
They've told me I need to take the ticket to the depot to get it sorted!  Are they serious? Do they really think people can waste time like that?

Edit: Complained on twitter, and they're looking for a way to resolve this...

There seems to be a serious flaw in their processes.  I don't believe it can be technically necessary for me to visit the Fenstanton depot to sort out a problem with a ticket that can have things added to it both over the internet and by bus drivers.
« Last Edit: September 01, 2015, 04:32:37 PM by barryb »

Offline Barry

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Re: Fixing Stagecoach Smart Ticket Error
« Reply #13 on: September 02, 2015, 11:35:35 PM »
Sorted out today once it got to the very nice manager of the Fenstanton depot; who met me at the St Ives guided busway stop with a new ticket :-)

Hopefully they sort out their processes so they can handle this sort of thing better in future, though!

Offline TCD813

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Re: Fixing Stagecoach Smart Ticket Error
« Reply #14 on: September 03, 2015, 07:34:54 AM »
I'm so pleased that you got this sorted, Barry.

As you say:
  • it shouldn't have happened in the first place; and
  • the procedures for putting things right are – shall we say – suboptimal.

Best regards,

Richard.
TCD813? The reg of a Southdown Motor Services, Northern Counties bodied, Leyland Titan PD3/4 FH39/30F (popularly dubbed 'Queen Mary') from the late 50s.
There's all 'manor' of stuff on my Twitter A/c.

Offline Barry

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Re: Fixing Stagecoach Smart Ticket Error
« Reply #15 on: September 08, 2015, 05:28:25 PM »
I also got a reply to the e-mail to the Cambridge depot the other day, asking me to post the ticket to them.

That took them a while to catch up :-s  :(