Transport User Voice October 2024 – Helping passengers

07 October 2024

Replacement ticket refund

This month we’ve been helping rail passengers across the country to find a solution to long standing problems. Find out how we helped a passenger obtain a refund from c2c.

Mr D had requested replacement tickets from c2c, but these were not issued. After his initial complaint to the operator was unsuccessful, he approached Transport Focus for help.

The Transport Focus case worker took up Mr D’s case and appealed to c2c asking what went wrong. They responded and said that the internal request for replacement tickets had not been properly made and that they also felt that the way they had handled his complaint was very poor.

C2c apologised and have refunded all outstanding tickets and offered Mr D a further financial goodwill gesture.

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