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Pulling teeth from railway operators
Oct. 27th, 2025 01:08 pmLate one evening back in July, I boarded a CrossCountry train at Edinburgh Waverley that then failed to proceed further. In the end, my journey was delayed by an hour so, under the
CrossCountry's claim process wanted a QR code and and a ticket number. Unfortunately, I was using one of their flexi season tickets in their mobile app, which prevents screenshots, and the day's ticket wholly disappears once the day is done. So, I asked their customer service people how I can claim. I asked several times and got no useful response at all.
Eventually, I fell back to an effective last resort: post them a paper letter. This triggered a slow sequence of back and forth by e-mail but, last week, they finally paid me my refund. It's absurd that it took three months, and probably cost them as much to deal with me as the £7.55 they paid me, but I still don't have my answer as to how people with those tickets are supposed to claim.
Delay Repayscheme, I was supposed to be eligible for a refund.
CrossCountry's claim process wanted a QR code and and a ticket number. Unfortunately, I was using one of their flexi season tickets in their mobile app, which prevents screenshots, and the day's ticket wholly disappears once the day is done. So, I asked their customer service people how I can claim. I asked several times and got no useful response at all.
Eventually, I fell back to an effective last resort: post them a paper letter. This triggered a slow sequence of back and forth by e-mail but, last week, they finally paid me my refund. It's absurd that it took three months, and probably cost them as much to deal with me as the £7.55 they paid me, but I still don't have my answer as to how people with those tickets are supposed to claim.
