Transport User Voice February 2025 – Helping passengers

31 January 2025

The case of the missing railcard 

This month we’ve been helping passengers across the country to find a solution to long standing problems. Find out how we supported a passenger who experienced unsatisfactory customer service after purchasing a Railcard. 

Mr H purchased a physical Railcard online and after a few weeks had passed, decided to request an update on the whereabouts of the item. Having received no response after a week, Mr H decided to reach out again as the card had not been successfully delivered and showed no signs of arriving. Finally, after even more time had elapsed and having chased on a number of occasions, he came to Transport Focus for help in receiving a refund. 

The Transport Focus case worker took up the case and first investigated the whereabouts of the Railcard. We were able to confirm that the Railcard had been posted, and that Mr H had not received the item. The Railcard team were happy to promptly process a full refund for Mr H, and in recognition of the poor customer service he had received – provided a small gesture of goodwill.

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