Transport User Voice – October 2022 – How we’ve helped passengers

29 September 2022

Covid trouble lingers 

Greater Anglia

Mr A wasn’t happy he couldn’t buy an Advance Purchase ticket (APT) to travel between Norwich and Crewe in peak times during the pandemic when timetables were reduced. As there were ‘essential travel only’ restrictions this meant APT availability was limited. His complaint to Greater Anglia did not resolve the issue so he came to Transport Focus. Greater Anglia informed Transport Focus that there were issues with the ticketing system which were being fixed and this had caused Mr A’s issue. The system fix worked and Greater Anglia advised Transport Focus that the tickets should be available for the customer to find in the booking system.


Mr M was unable to travel due to being told to self isolate because of Covid. He requested a refund from Trainline but this was declined as the ticket had expired so Mr M approached Transport Focus to see if we could help. We were able to demonstrate that although the tickets had expired that passenger had contacted Trainline before he was due to travel. Trainline said that the refund request had not been made until after the ticket expired. However, it was agreed that Mr M had taken the correct action by not travelling and as a goodwill gesture Trainline refunded Mr M £93.70.


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