Transport User Voice – June 2022 – Stormy weather and a Railcard mix-up

26 May 2022

How we’ve helped passengers

Stormy weather

Due to storm Eunice, East Midlands Railway (EMR) services had to be cancelled. This meant Mr R had to get to his destination by using an Uber. He asked EMR for a refund but when he did not receive one he came to Transport Focus. We appealed and made the point that Mr R had to return home as he is a primary carer. As a result, EMR agreed to refund the taxi journey in full.

Wrong Railcard

Mr M accidentally bought the incorrect Railcard. He got in contact with Railcard and was asked to send a cut-up copy of his card. However, the Railcard customer service team did not receive the image so could not issue the refund. Mr M got in touch with Transport Focus. We appealed with the evidence of the Railcard and were able to get the refund on his behalf.

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