Pulling teeth from railway operators

[mtbc]

Late 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 Delay Repay scheme, 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.

Comments

[dewline]

Glad that you got the outcome you needed. Sorry that it took as long as it did!

[aldabra]

Get someone else to take a photo of the app with their phone?

[mtbc]

I think it'd have to be something like that were there to be a next time. (As it is, I am now using ScotRail instead whose trains are also more likely to actually go somewhere at all anyway.)

[aldabra]

That seems like an altogether better solution.