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.


Back to newsletter.

Like what you read? Please click below to share on social media.