I have bought 10 carnet tickets for my smart card and have used most of these so i am reaching the point when i need to buy some more.
Do i need to wait until i have used the final ticket before i buy more (which would be a pain and risks me forgetting) or can i buy more before the last one is in use or has been used?
If the latter is possible then how does "the system" deal with the older tickets vs the newer ones, ie is there a danger if you top up before you have use your older ones that the oldest tickets will hit the 2 month lifetime limit and expire?
Hope this makes sense.....
Hi Jonathan, I have been advised that you are able to purchase a new set of Carnet tickets before your previous ones have been used. To ensure that the tickets have been loaded correctly we advise that you hold the Smartcard on the platform validator (or barrier gates) for at least 10 seconds.
The Carnet ticket will be used in the order they are purchased ie oldest first.
You are able to check how many tickets you have left and expiry by logging into your account.
For more information please contact our Smartcard team on 0345 810 1010 or email email@example.com
I am not sure that this is correct. I purchased a new carnet last week before the old one was used up. On Friday i was used the last of my ten return journeys so i should have had the new ten ready to use from this week.
I checked my account yesterday and when i touched out on Friday evening, i could see that this had used one of my new tickets. To confirm i have been carefully tapping in and out waiting for the beep etc
I spent 20 mins on hold to the Smartcard team by phone yesterday before speaking to someone friendly and helpful who after checking my history agreed that i had "lost" a journey. Sadly the journey cannot simply be credited to my smart card so they are arranging for a cheque to be issued. They advised me not to buy a new carnet before the old one was finished as this was a known system problem which they are working on.
Sorry to hear that Jonathan, the initial information we had on this was that they could be added before the previous set had been used. Apologies for the misinformation.
I bought a carnet of 10 return tickets to Waterloo. This saved me 5% or £8.45 so I thought it was worth doing. However, I then bought another carnet when I still had 5 return journeys left, without realising this would wipe out my remaining tickets. Surely the website should explain this and not allow you to load the next carnet. I assumed I would have 15 journeys left but my 5 from my first carnet have disappeared. When I checked with customer service they said my card had nil balance. I have therefore lost £80.27. They never mentioned the problem of not loading another carnet until one had been used completely. I have all the dates of my journeys and I know that only 15 out of 20 have been made against my smartcard. When I log on to my account it shows my two purchases of £160.55 but doesn't show any details of my journeys made. My old Oyster account showed all dates, times and trip routes and I thought your system would be the same. Please explain how I can get a refund of my £80.27. I have lost all faith in South Western Railways and am very angry about the cost incurred.
Hi Suecj, i'm very sorry to hear that. As per above we were advised that this was possible. Please contact the Smartcard team on 0345 810 1010 or email firstname.lastname@example.org with your Touch card number included. If emailing please do not include any banking information to protect your security, if any details are required this will be requested later. Once again please accept my apologies for the frustration this has caused.