Redspottedhanky Reviews 

Had an issue with pre-booked tickets, and Richard from customer service was incredible - helpful, clear, able to sort things really quickly and it's just so refreshing to receive such great support that I asked how to leave positive feedback. Thank you for making a difficult situation easier to manage!

Excellent customer service when I was advised not to travel over Christmas. Richard went further than needed to give me a refund. At the moment struggling to get refund from another train company and it has been a nightmare - they need to read and take note of your reviews and customer service. Excellent. Thanks very much.

Excellent customer service. Richard was brilliant at amending my booking for no fee and issued a refund immediately. Easy to book on the app and would recommend to anyone. Thanks. Emily

Needed to re-arrange booking from 19th Nov '21 so sent a message through the webform.

Did not receive a response to the first webform so sent a second.

Did not receive a response to the second webform. The date of travel passed so ended up phoning.

Took 40 mins in a queue to get a response - was told the webform on the website was "not working" but now I had called up request had been passed to the "refunds team"

Waited a week and followed up only to be told "allow 28 days for a refund"

..... waits 28 days. Still no refund.

Tired of chasing and the exceptionally long wait to process a simple request.

I'd used RSH for over a decade for all of my bookings, but in these uncertain covid times I will be switching to a provider that is efficient in responding to requests to change bookings.

EDIT IN RESPONSE TO RSH REPLY

I am sorry you can find no record of the points I raised - however that does not mean they were not raised, simply that you are not acknowledging them.

Please check your records on 7th December at 15:50 in which I emailed to say I had been on hold for almost 40 minutes.

When I finally spoke to "John" he advised the webform was broken.

I received a response from Richard on 8th December which confirms my email was received.

Also please see Transport Watchdog Reference TWD-18055-S8J0N0 PF:0064009989

I reported these issues to the Watchdog so I am sure they will have the records you are claiming you are not able to locate.

Also I can confirm after much chasing, I confirm have now recieved a refund on 13th January - which I am sure you will agree is 37 days after 7th December not the 28 you claim ( and closer to 60 if you count if from the failed webform contact)

My train was cancelled due to work being done on the track. I contacted Richard, who immediately gave me a full refund. Very pleased with the customer service.

Needed to cancel my ticket due to isolation and covid. Soke to Richard via email who sorted this out for me. Great service with a caring approach. Will Continue to use this company and thankyou for sorting this out for me.

The original booking process was quick, easy, painless and fee free. Unfortunately, we had to cancel our trip due to the pandemic and the service we received from the redspottedhanky staff was First Class in ensuring that we retained the value of our tickets which is really appreciated, I can't speak highly enough of their helpfulness and pragmatism. Thank you.

What a disaster! This company state that they sell etickets, but beware! They are not etickets, they are just printable tickets that you HAVE TO PRINT. As I was travelling between countries, no chance of printing it, and when I arrived at Paddington, it is impossible to get a ticket printed from the station machines also! I spoke to someone on the phone for 10 minutes and they just did not understand anything. Said they would get back to me and didn't. And then they refused to reimburse my wasted ticket. had to buy another ticket double the price. GWR and Trainline actually do etickets. This company doesn't!!!
PS. The company responded on Trustpilot '..you do need to have the account set to the device of purchase to view your tickets in your wallet...' What a total fail that is! So if someone such as your company pay for and book your ticket, you will not be able to use it on your device. Again, this problem does not occur with other companies. And why can't this be resolved with a phone call? They need to train their operators in their own product. Total fail!! Will never use again.

Dreadful company now. Their website is user-unfriendly and when I recently tried to claim a refund due to Covid restrictions changing, they would only give me a voucher. Fine, I said - tried to use it, there was no way to apply it, and the site charged me the full amount.
Sort out your site, sort out your customer service. You used to be good - now I won't book with you again.

My daughter booked her one way train ticket and booked the wrong date by mistake. Spoke to ref: Rich the next morning and he advised me to rebook and then email to explain and that I would get a full refund. I emailed the next day after rebooking the correct date. I had a very quick reply (actually from Rich) who was very helpful and got the refund sorted for me straight away. I would definitely use Redspottedhanky again as their customer service was excellent. 5* thanks again Rich! :-)

Great staff and service but the red spotted hanky app needs serious work. Had problems in the past with this not showing e-tickets and these problems have not been resolved. If it wasn’t for the fact that tickets are emailed to me and attached as a PDF I would not have been able to access them at all.

Also, a change in date for a train journey although handled very well by red spotted hanky results in having two paper tickets confirming the change which have to be shown in conjunction with the original e-ticket. Which leads back to the problems accessing e-tickets in the abysmal app. This causes huge problems getting through ticket barriers, having to call a guard and showing three tickets. Get it sorted people.

Excellent advice, help and service. Highly recommended

I have just emailed Richard at RSH as I needed to change a ticket. He was super helpful and processed my request refunded my old ticket within 30 minutues - really impressive service, thank you Richard!

My train had been cancelled so I needed to rebook and get the original ticket refunded. Richard was super helpful and acted quickly on all requests. Got a refund within half an hour at 3.30 on a Friday. Will always use again. (If you could get your cancellation emails out quicker that would be great though!)

I booked Paddington to Bristol return, travel on December 4 but in error the return was booked for the following day. The RSH agent, Richard, was most helpful, advising that I should rebook on the correct day.Once I had confirmed the new booking reference to him he arranged an immediate credit for the unwanted December 5 ticket.

CHANGE OF TRAVEL PLANS and REFUND
Due to family illness my plans had to change. Gary who I spoke to could not have been more helpful, he gave really clear advice on how to obtain my refund and also change my ticket. It was all done so super quickly...thank YOU. I will definitely be using again and recommending...

Great prices and great customer service. Would highly recommend

Have been using RSH for a few years now and have always been happy booking and receiving tickets resently we were unable to use our tickets wasn't sure if we were able to receive a refund and was very happy to have a prompt response to find we could as the cost was over £70 even though a £10 administration fee we were very pleased with the service by Richard who delt by our refund

Snappy service, I got a quick explanation of what I had to do and I got a refund within an hour.

Brilliant customer service and quick refund
Richard from customer service was really helpful, gave me clear advice on how to request a refund and got it sorted a super quick. I'll definitely be using Redspottedhanky again.