Hi, let me explain what just happened to me
I had a voucher and I wanted to check if it is working and if it is valid in order to be ready for when I will really need it.
I entered Italo website and selected a random train and day and went to the payment section, as all websites I have visited, when you apply your voucher in the payment section you have a new balance before you confirm if you want to use it or buy with other payment options.
But what happened in the Italo website, when you put the voucher and click APPLY, it made the purchase, it should say purchase with voucher or proceed not APPLY.
The saddest part is that I called support within minutes but they just refused to help, they told me there is nothing to do, even if their website mislead you to think otherwise, I called 4 times, requested for a supervisor, and there is nothing else, they asked me to do a claim on their website, and hope for a second level to be able to help.
I there a policy or something that can help on these cases I feel they are not being reasonable, since the website was not clear that the purchase will happen and they had me on the phone just 3 minutes after this happened with them not helping at all.
Posted by
Northamptonshire, England
32704 posts
I'm sorry you are unhappy.
What do you think they mean by "Apply"? What did you think at the time?
If I had been using the voucher that way I would expect that "Apply" means "use", or "spend".
I would expect that after clicking that the voucher wouldn't be usable for anything else.
Were you using the Italo English language website or the Italian language website and a translator?
Am I right that you had no intention of using the voucher when you made a transaction and gave them the voucher number?
Posted by
Atlanta, GA, USA
2745 posts
I have to be honest, reading what you wrote I see nothing misleading. I know of a lot of other websites that don't work s you expected.
You selected a train, they booked what you selected. They held up their end of the deal.
Posted by
Brooklyn, NY
3820 posts
You have to be very careful when on websites. I wanted to donate to a friend’s cause. The suggested donation was $65 and I wanted to give $50. Without putting any credit card information in I hit donate thinking a could change the amount and proceed. Nope. The full amount was charged, seems they have my info from a previous donation to a different cause.
Posted by
OP
2 posts
I have applied numerous vouchers before, when you are at checkout, you apply with one button and then you confirm, it is not apply that will complete the purchase, it never is. for example before of this I did the same thing in the eurostart website, after I applied i just did not click purchase or confirm and closed the window, thie apply button proceeded to create the order which should not be the use of apply!
Posted by
Southeast US
3834 posts
I understand kurobeconstruye's frustration. I feel like I generally have to hit a "Confirm Order" button (or encounter some other soft stop) after applying a credit before the purchase is processed. I hope the online appeal brings success. Unfortunately, I don't think there is any recourse beyond that.
Posted by
Hayden, Idaho, USA
7252 posts
Thank you for being willing to take the time to warn the rest of us!
Hopefully they will understand the intention and reinstate your voucher.