Transport User Voice – November 2022 – Helping passengers

26 October 2022

A cancellation and a challenge

Collecting tickets for a cancelled train

Mr A’s train was cancelled so didn’t collect his tickets and requested a refund. Trainline advised that the tickets were collected so a refund was not due. Mr A came to Transport Focus for help and we took this up with Trainline to confirm that the train was indeed cancelled. Trainline responded and said its records show the tickets being collected at the correct station prior to the service departing but then confirmed that the service was cancelled, so a refund of £137 has been processed.

Challenging timetable change

Mr B has been adversely affected by c2c’s timetable change. He had written on a number of occasions to c2c but did not find the replies he received satisfactory as they did not answer his particular concerns.

Mr B approached Transport Focus for help. We appealed and requested that c2c answer Mr B’s specific questions in full. c2c responded in full and offered Mr B a goodwill gesture in recognitions of the challenges he had experienced in getting answers to his concerns.


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