Transport User Voice – December 2021 – Just the ticket!

29 November 2021

Refund for wrong information

Mr B was travelling from Edinburgh to Pudsey and had a ticket to travel with LNER. There was severe disruption on LNER so Mr B was advised to travel with a different operator, TransPennine Express, and that he would need to purchase a new ticket.

Mr B bought a new ticket in good faith but once on board he was told that TransPennine Express was accepting LNER tickets. Mr B then contacted TPE to apply for a refund but TransPennine Express was not able to provide one so Mr B came to Transport Focus. The caseworker made the appeal to ScotRail as it turned out it was actually ScotRail staff who had told Mr B the incorrect information. ScotRail agreed and offered a full refund of the new ticket.


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