Way to Russia Talk Lounge

bonkers · Just Starting Joined: 05 Jun 2005 Posts: 6

has anyone experienced communication problems with TrainLine.Ru? Someone else that did the Transzip said they were a bit iffy... I made an order 4 days ago and have yet to hear anything back from them. I have emailed the feedback but still nowt... Bit of a bugger when you're trying to get your Russian Visa app sorted!

Shona · Just Starting Joined: 10 Jun 2005 Posts: 2

Hi

Yes, I booked tickets on trainline.ru on the 24th of May and I received a copy of my email I sent to them but that is it. They have my credit card details and (although they have not charged it) im worried. Their phone numbers dont work and they wont reply to emails and now the website doesnt work.

What next do you think?

WayToRussia · Posted: Fri Jun 10, 2005 5:01 pm Post subject:

I checked with TrainLine.Ru (we monitor the quality of their services).

There's currently a DOS attack on their hosting provider's servers, that's why the websites don't load (it's when thousands computers try to request the same IP at the same time, and it can't cope). As soon as it is working again (as well as their e-mails), the sites will start working again.

Regarding your orders, Shona, I don't think you paid yet. Usually when you make an order you DO NOT pay until you receive a confirmation e-mail from them with a payment link. You say you only received an automated reply, so you physically wouldn't be able to pay, as you didn't have any link. Even if you pay, they don't charge the card directly (you can check your statement), and the amount is only pre-authorized. The card is charged ONLY after the tickets are purchased for you.

Regarding the response times, they fully depend on the Russian railways here. They have to get a quote for you from the RR and then write to you to confirm the order. This sometimes takes time.

I'm in no way protecting them, as part of our policy at Way to Russia is to advertise the services of the highest quality.

I will look closely at the situation with your both orders, and if I see that it was TrainLine's fault we will ask them to make urgent improvements (maybe fire the operator who was processing your orders) or just stop working with them and switch our train ticket partnership to another company.

Shona · Just Starting Joined: 10 Jun 2005 Posts: 2

Hi

Thank you very much for your quick and helpful reply. Due to the problems I have faced and the fact that the tickets are not actually purchased yet I would like to cancel the order - do you think this would be possible? I do not know how to let them know as the phones and email dont work - any suggestions? (I have a friend in Russia who would be able to purshase the tickets for me instead)

Thanks again

Best wishes

Shona

WayToRussia · Posted: Fri Jun 10, 2005 7:48 pm Post subject:

As I understand, you didn't pay yet, so you don't need to do anything.

If you already made the payment, please, send the payment to the outsorced customer support center of Synergy Travel Russia (of which TrainLine.Ru is a member) and they will make sure your order is canceled. Their e-mail is info@synergytravelrussia.com

bonkers · Just Starting Joined: 05 Jun 2005 Posts: 6

Thanks also for your helpful and prompt reply mate. Do we have any idea when Trainline.Ru will be able to accept bookings? Do they normally provide a reliable service?

We need to have these tickets booked within the next ten days as we need the itinery in order to apply for our Russian visas. If they aren't back up in time, can you recommend another agency?

Cheers,
T

WayToRussia · Posted: Sat Jun 11, 2005 7:07 pm Post subject:

Bonkers, to make sure your order is processed, please, send a copy of it to Synergy Travel Russia processing center (after you submit it to TrainLine -- you'll receive a copy in your e-mail box). Their e-mail is info@synergytravelrussia.com

They will make sure the order is passed on to TrainLine.Ru even if they still experience problems with their hosters. I talked to them today, and they're going to move to the new servers, as the technical problems last week affected the quality of their service. So, I expect that in about 5-7 days everything will be OK again.

You can completely trust the quality of their service, but the prices are higher than what you get at train stations directly. This is because they don't get any commission and have to pay credit card processing fees. The benefits are that you can have your tickets delivered to you and puchased beforehand.

Hope this helps

bonkers · Just Starting Joined: 05 Jun 2005 Posts: 6

Cheers again.

So what are the chances, if we just rock up in Beijing at the end of July, of getting a ticket at the station? Are the trains completely packed out at that time of year or is there usually a spare bed or two?

I didn't think it was too expensive, I think only $350 or so.... How much would we save approximately for Beijing - UB - Irkusk - Moscow - St.P's if we bought tix at the station?

Also, do we need the train tickets in order to apply for Russian visa? we have full Russian visa support letter which we purchased from you guys...

WayToRussia · Posted: Mon Jun 13, 2005 5:36 pm Post subject:

Ah, ok, I understand. TrainLine doesn't do tickets originating in Beijing. That's why they probably didn't confirm.

I don't know whether you'll be able to get tickets in Beijing.

But I know for sure you don't need your train tickets to get a visa. If you will be applying for a visa in China, it's better to do it in Shanghai.

bonkers · Just Starting Joined: 05 Jun 2005 Posts: 6

Awww bugger! Why the hell don't they say that on their site? What a waste of time!

There is an option to have the tickets delivered anywhere - "outside of Russia" it says.... Why do they even have Beijing as an available departure point? Doesn't make any sense to me...

Do you know of any other ticket providers that allow online booking for a decent price?

Thanks again mate for your help - invaluable.

Cheers,
Tom