Issues regarding Steamrail

[Mr. V/Line]

Greetings Vicsig Forums,

I've have experienced an issue with Steamrail Victoria about a trip I booked with them.

A few days before the 24th of September I rang Steamrail over the phone regarding the Geelong Flyer (the train they were running on the day). I said I would like to go on this tour and I managed to reserve some seats (because I was traveling with my family, not on my own). I also said that we would pay at a latter date before the day of travel.

Unfortunately there was something unexpected that happened in the morning on the day. As we were on our way to the city we decided that we would stop at Southern Cross and inform them that we were canceling the trip. One of the people on the day said you money will be sent in the mail.

It is now November and I haven't received anything yet and I am disappointed that it has taken so long. I'm not saying it's their fault totally for this but I'm a bit annoyed.

Has this happened to anybody before?

[Steamtostay]

I think its actually SRV policy (along with most businesses) that a cancellation like the one you describe means you forfeit your ticket payment.

Either way, have you tried calling them?

[Mr. V/Line]

I think its actually SRV policy (along with most businesses) that a cancellation like the one you describe means you forfeit your ticket payment.

Are you sure about that because if you cancel your trip on anything, you would usually get you money back. We did spend a fair bit too.

Also they said that our money would come in the mail. That did happen.

[Vow]

I saw 'issues' in the thread topic and whole organisation might be coming apart at the seams!

Ok well this one is fairly easy to explain. If you take a look at the brochure for the Geelong Flyer, you'll see the following paragraph regarding refunds:

Steamrail will offer refunds if you are unable to travel due to illness or other serious cause, providing that tickets are returned, and you notify us 7 days prior to day of travel. A cancellation fee will be charged to cover our costs.

This is standard policy for most companies these days. Although showing up to tell them you can't travel is a nice gesture, it doesn't mean you're going to get your money back. The person who promised a refund may not have been familiar with the refund policy, or might not have been authorised to promise such a refund.

Are you sure about that because if you cancel your trip on anything, you would usually get you money back.

I hate to tell you this, but for just about any event where you pay to reserve a seat, you're going to be in for a shock if you cancel on the day and expect your money back.

I'm assuming you haven't given Steamrail a call about this yet? If you're that desperate for the money, give them a call and have a chat about it. They aren't completely unreasonable and you might be able to get them to make an exception.

[Mr. V/Line]

I'm assuming you haven't given Steamrail a call about this yet? If you're that desperate for the money, give them a call and have a chat about it. They aren't completely unreasonable and you might be able to get them to make an exception.

We have tried multiple times to ring them and email them but they won't respond. We rang them in their working hours and still they don't pick up the phone.

So I am really confused as to what should I do because I want my money back and I'm getting the feeling that they're trying to avoid me.

[adamc]

Also they said that our money would come in the mail. That did happen.

We have tried multiple times to ring them and email them but they won't respond. We rang them in their working hours and still they don't pick up the phone.

So I am really confused as to what should I do because I want my money back and I'm getting the feeling that they're trying to avoid me.

Woah. I'm confused - so they did send you a refund by mail, or they didn't?

[Mr. V/Line]

No. Nothing has come yet.

[Mr. V/Line]

Guess what. It's all okay now.

Even though they sent my letter a few months late I got my money back and I no longer have to annoy Steamrail for it.