False advertising EMR first class on Trainline?

[Wethebest838]

Hello all,

I was looking for tickets from Nottingham to London for a Sunday in June and stumbled across just before checkout that I can pay £9 more for first class on EMR. The description mentioned complimentary food. I thought that’s great, more comfort, place to charge my laptop and free food. After I booked it, I thought id look at EMR’s website about first class but they say that complimentary food is not provided on Sundays.

Not sure if this a regular thing but I never go first class like ever. It seems the first class description is misleading on Trainline for a Sunday as food is not provided. Should I bother complaining?

 

[Watershed]

In my experience, contacting Trainline's customer service is like talking to a brick wall. But it's worth complaining about for, just on the off-chance it gets passed through to someone who can correct this.

 

[Wethebest838]

In my experience, contacting Trainline's customer service is like talking to a brick wall. But it's worth complaining about for, just on the off-chance it gets passed through to someone who can correct this.

Sounds like it’s not worth the hassle. I guess it was only £9 more but I would have been fuming if it was £20+!!!

 

[Adam Williams]

You have got to be really careful implementing upsells like this to make sure that the offering is correct; they can and will form part of the pre-sale information that the customer uses to make their purchasing decision.

 

[infobleep]

Could one not complain to the Advertising Standards Agency, assuming you have all the information they need?

 

[PeterC]

You have got to be really careful implementing upsells like this to make sure that the offering is correct; they can and will form part of the pre-sale information that the customer uses to make their purchasing decision.

EMR's pre sale information was correct.

If Trainline get it wrong then that's between them and the customer. Of course EMR will still get the blame.

It's a common issue with third party suppliers in many fields

 

[infobleep]

EMR's pre sale information was correct.

If Trainline get it wrong then that's between them and the customer. Of course EMR will still get the blame.

It's a common issue with third party suppliers in many fields

Indeed and I don't think Adam was suggesting otherwise, as the contract is with Trainline.

Trainline are also blound by advertising rules

 

[LowLevel]

As long as there's a host available then most trains (but not all) do actually have a Sunday first class Sundays nowadays so you may well be surprised and get something. It's nothing like LNER or Avanti though.