Transport User Voice June 2024 – Helping passengers

31 May 2024

Railcard error and step-free access

No step-free access

Transport Focus took up a complaint from a wheelchair user who had asked Transport for Wales why its rail replacement service to Bidston – a station only accessible by steps, could not be extended to Birkenhead North which offers step-free access. The added journey time was under 5 minutes and both stations were operated by Merseyrail (but the rail replacement service by Transport for Wales).

Following an approach to both operators, Transport for Wales has now confirmed that all future bus replacements to Bidston will be extended to Birkenhead North.

Railcard app error

When purchasing a ticket Mr N could not access his Railcard, so he was unable to get the discount. He complained to Trainline and despite being told on several occasions that he would get a call back, this did not happen.

He came to Transport Focus for help.  Our caseworker appealed to Trainline asking if the RailCard app issues had been resolved, why the passenger had not been contacted and a refund for the difference between tickets.

Shortly after we contacted Trainline, the passenger advised us that he had received his refund. Trainline advised that the initial complaint had not been escalated properly, which was why the passenger did not get a call back.


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