Transport User Voice November 2023 – Helping passengers

01 November 2023

Unfair Hare Fare and refund success

A Hare Fare that wasn’t fair

Ms A wasn’t happy that Greater Anglia had not included a way for anyone without internet access to make use of the Hare Fare promotion – despite stating previously that they would take this into consideration. Ms A does not have internet access and couldn’t take advantage of these cheaper tickets.

Following Transport Focus’s intervention, Greater Anglia advised that promotional tickets can be bought through their telephone sales but the telephone number wasn’t clear in its literature. Transport Focus have asked for the number to be featured in its terms and conditions for future promotions and Greater Anglia have agreed to include this in future campaigns.

Refund success

Ms B booked tickets for a two-leg trip for 5 September with a return later the same month. Ms B wanted to claim refunds on the tickets when they realised some of the tickets are non-refundable.

Although this was shown at the time of booking, following a discussion with Transport Focus, Trainline agreed to refund Ms B for the Advance tickets. Trainline agreed to waive the usual administration fee as a gesture of goodwill.

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