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“Please help me persuade First TransPennine Express to fix this: Paying twice” – nick howe

Description

nick howe

Dear Sirs

Could you please enlighten me as to why my sister, after being given a valid return ticket, had to pay extra to take a bus for the last stretch of the journey because of track repairs?

Please study the attached scans of the tickets. She arrived on Sunday returning to Doncaster and was forced to buy a ticket for the final stretch to Scunthorpe. Even when she pointed out that the ticket said Scunthorpe return, she was ordered to buy the extra ticket.

Also, she wasn’t the only one! Several other people asked why this was and were all ordered to buy further tickets. This is disgraceful and fills me with no interest to use your “rip off” public transport at all! If a valid return ticket is showing the correct date and destinations this should be honoured! No excuse, no “but unforeseen…” - just an apology for the disruption and a service that you would expect a business catering to the public should provide.

After spending nearly £60 for such a small journey between Scunthorpe and Sandy, why would you expect anyone to pay another £10 on top of that for the inconvenience of a bus journey.

Money grabbing or miscommunications which I expect is the fault is the downfall of public transport today. And it just took the edge of a great weekend having my sister visit.

Thanks for nothing

Images and media

Problem History

  • 1 nick howe reported the issue on FixMyTransport. close 09:00 01 Feb 2012
  • 2 nick howe wrote to National Rail close 09:00 01 Feb 2012

    Here is the letter that nick howe wrote.

    Paying twice

    Dear Sirs

    Could you please enlighten me as to why my sister, after being given a valid return ticket, had to pay extra to take a bus for the last stretch of the journey because of track repairs?

    Please study the attached scans of the tickets. She arrived on Sunday returning to Doncaster and was forced to buy a ticket for the final stretch to Scunthorpe. Even when she pointed out that the ticket said Scunthorpe return, she was ordered to buy the extra ticket.

    Also, she wasn’t the only one! Several other people asked why this was and were all ordered to buy further tickets. This is disgraceful and fills me with no interest to use your “rip off” public transport at all! If a valid return ticket is showing the correct date and destinations this should be honoured! No excuse, no “but unforeseen…” - just an apology for the disruption and a service that you would expect a business catering to the public should provide.

    After spending nearly £60 for such a small journey between Scunthorpe and Sandy, why would you expect anyone to pay another £10 on top of that for the inconvenience of a bus journey.

    Money grabbing or miscommunications which I expect is the fault is the downfall of public transport today. And it just took the edge of a great weekend having my sister visit.

    Thanks for nothing

  • 3 [email address] responded to nick howe close 09:07 01 Feb 2012
    Thank you for your enquiry. This has been passed to our Customer Relations Team who will endeavour to reply to you within 24 hours. Please take a note of your email identification number 1/20120201/92604. Thank you for contacting National Rail Enquiries.
  • 4 Peter Dixon commented close 13:27 01 Feb 2012

    Hello Nick

    FixMyTransport volunteer here.

    The message has been sent to National Rail and not the train operator. I am going to correct that in two minutes but you will get an email telling you to talk to Transpennine Express. Don't worry that is already done.

    Please can you state the following

    Time at Doncaster (approximately)
    Location of member of staff who told your sister to purchase another ticket (platform, subway, foyer, bus) and who they appeared to work for. A description of member of staff may also be helpful.
    What type of tickets were they?

    anorak
    admin
  • 5The problem report was resent to First TransPennine Express 13:29 01 Feb 2012
  • 6 First Group Response responded to nick howe close 13:35 01 Feb 2012
    Thank you for contacting First TransPennine Express. This is an automated response so please do not reply.

    We respond to emails in the order they are received and we aim to respond as quickly as we can. (Usually within 5 working days)

    If we are receiving a high level of correspondence or if your contact requires a detailed investigation we may take up to 20 working days to respond.

    If your enquiry is urgent please contact the correct team below and we'll be happy to help.
    Web Ticket Sales Support, 0844 556 5637 or visit our web sales live chat
    Train running information, 0845 748 4950
    Bike reservation, 0845 600 1674
    Lost property, 0845 600 1672
    Assisted travel, 0800 107 2149
    Other enquiry, 0845 600 1671

    Regards,

    Customer Relations Team
    First TransPennine Express
  • 7 Julian Walker commented close 14:31 01 Feb 2012

    I keep reading this with incredulity. There is no way a passenger with a valid ticket would be charged again because the train had been replaced by an official rail replacement bus service.

    There has been a misunderstanding somewhere along the line (no pun intended). Without being able to see the tickets I cannot speculate further.

    anorak
    admin
  • 8 [email address] responded to nick howe close 14:42 01 Feb 2012
    Sent Date: 1/2/2012 15:43:45

    Dear Sir/Madam

    Thank you for your email. I’m sorry to learn that your sister
    encountered problems while on her journey.

    National Rail Enquiries is an information-based company and we
    don&#146t operate train services, manage stations or sell
    tickets. So that your email can be addressed fully, I have taken
    the liberty of forwarding your email to the Train Operating
    Company concerned.

    First Transpennine Express operates the journey you referred to
    and I have included their contact details below, should you wish
    to contact them in the meantime:

    Email: [1][First TransPennine Express problem reporting email]

    Customer Services: 0845 600 1671 (Monday-Friday 07:00-22:00,
    Weekend 07:00-21:00)

    Thank you again for contacting us. I trust you will hear from
    them shortly.

    Regards

    Juhi Aurangabadkar

    Customer Relations Executive

    National Rail Enquiries

    [2][email address]

    ----------------------------------------------------------------

    Dear National Rail,

    Dear Sirs

    Could you please enlighten me as to why my sister, after being

    given a valid return ticket, had to pay extra to take a bus for
    the

    last stretch of the journey because of track repairs?

    Please study the attached scans of the tickets. She arrived on

    Sunday returning to Doncaster and was forced to buy a ticket for

    the final stretch to Scunthorpe. Even when she pointed out that
    the

    ticket said Scunthorpe return, she was ordered to buy the extra

    ticket.

    Also, she wasn’t the only one! Several other people asked why
    this

    was and were all ordered to buy further tickets. This is

    disgraceful and fills me with no interest to use your “rip off”

    public transport at all! If a valid return ticket is showing the

    correct date and destinations this should be honoured! No
    excuse,

    no “but unforeseen…” - just an apology for the disruption and a

    service that you would expect a business catering to the public

    should provide.

    After spending nearly £60 for such a small journey between

    Scunthorpe and Sandy, why would you expect anyone to pay another

    £10 on top of that for the inconvenience of a bus journey.

    Money grabbing or miscommunications which I expect is the fault
    is

    the downfall of public transport today. And it just took the
    edge

    of a great weekend having my sister visit.

    Thanks for nothing

    ------------------

    Here is some information from FixMyTransport about the location
    of

    this issue:

    Location name: Train route between Doncaster and Sandy

    ----------

    To view a map of the precise location of this problem, or to

    provide an update on the problem, please visit the following
    link:

    http://www.fixmytransport.com/campaigns/...

    [ PLEASE NOTE: Your replies to this problem report will be sent
    to

    nick howe and will be published online. This message was sent
    via

    FixMyTransport.com - a not-for-profit service dedicated to
    helping

    people get public transport problems resolved. If there is a
    more

    appropriate email address for messages about this type of
    problem,

    please let us know by visiting

    . This will help improve

    the service for people travelling. We also welcome any other

    feedback you may have. ]

    References

    Visible links
    1. mailto:[First TransPennine Express problem reporting email]
    2. mailto:[email address]
  • 9 nick howe commented close 16:38 01 Feb 2012

    Hi this is nick,
    The time, guard etc are details I can't add as my sister just wanted to get home and paid the ticket. It's annoyed me as she is unemployed and had to withdraw money to pay for some of the ticket her brother got. She doesn't mind but thats not the point!
    The bus ticket, attached to te original mail is printed on a train ticket format with the br logo etc
    All i'm getting is brush offs and i'm getting miffed
    Cheers for the interest :)

  • 10 TPE Customer Relations responded to nick howe close 23:46 03 Feb 2012
    Customer Relations Team
    First TransPennine Express
    ADMAIL 3878
    FREEPOST
    Manchester
    M1 9YB
    Tel: 0845 6001671
    Fax: 0845 6008363
    Website: www.tpexpress.co.uk

    Reference: 6412050/TPE

    Dear Customer

    Thank you for your recent email forwarded to us via "Fix my Transport" regarding a recent journey undertaken by your sister. I was very sorry to learn of the circumstances that prompted you to get in touch.

    So that I may investigate this matter further and respond fully to your concerns, I would be most grateful if you would confirm exact details of her journey. Please also forward all relevant journey tickets to me via the freepost address above, quoting case reference: 6412050/TPE at your earliest convenience. Whilst I note you state copies were attached these were not attached to the email we received.

    I do hope to hear from you soon.

    Yours sincerely

    Simon Pritchard
    Customer Relations Advisor

    First/Keolis TransPennine Limited. Registered in England & Wales No. 4113923. Registered office: 50 Eastbourne Terrace, Paddington, London, W2 6LX.

    *** Your feedback is really important to us so we would be very grateful for a couple of moments of your time to complete our customer satisfaction survey. For your chance to win a pair of First Class complementary tickets for travel anywhere on the TransPennine Express network, please click on the link below. ***

    http://www.surveymonkey.com/s/customersa...

    First Rail Holdings Limited. Registered in England No. 5154485. Registered office: 50 Eastbourne Terrace, Paddington, London W2 6LG.

    This message is confidential. It may not be disclosed to, or used by, anyone other than the addressee. If you receive this message in error, please advise us immediately.

    Internet email is not necessarily secure. First does not accept responsibility for changes to any email which occur after the email has been sent. Attachments to this email could contain software viruses which could damage your system. First have checked the attachments for viruses before sending, but you should virus-check them before opening.

    For more information on our range of services or to book your tickets online, please visit:- http://www.firstgroup.com
  • 11 TPE Customer Relations responded to nick howe close 23:49 03 Feb 2012
    Customer Relations Team
    First TransPennine Express
    ADMAIL 3878
    FREEPOST
    Manchester
    M1 9YB
    Tel: 0845 6001671
    Fax: 0845 6008363
    Website: www.tpexpress.co.uk

    Reference: 6412529/TPE

    Dear Customer

    Thank you for contacting us regarding the additional costs your sister paid to complete her journey. I was very sorry to learn of the circumstances that prompted you to get in touch. National Rail forwarded this case to us and they have advised me that they did not receive the scanned image you advised was attached.

    So that I may investigate this matter further and respond fully to your concerns, I would be most grateful if you would confirm the date and time of travel. Please also forward all relevant journey tickets to me via the freepost address above, quoting case reference: 6412529/TPE at your earliest convenience.

    I do hope to hear from you soon.

    Yours sincerely

    Liz Milne
    Customer Relations Advisor

    First/Keolis TransPennine Limited. Registered in England & Wales No. 4113923. Registered office: 50 Eastbourne Terrace, Paddington, London, W2 6LX.

    *** Your feedback is really important to us so we would be very grateful for a couple of moments of your time to complete our customer satisfaction survey. For your chance to win a pair of First Class complementary tickets for travel anywhere on the TransPennine Express network, please click on the link below. ***

    http://www.surveymonkey.com/s/customersa...

    First Rail Holdings Limited. Registered in England No. 5154485. Registered office: 50 Eastbourne Terrace, Paddington, London W2 6LG.

    This message is confidential. It may not be disclosed to, or used by, anyone other than the addressee. If you receive this message in error, please advise us immediately.

    Internet email is not necessarily secure. First does not accept responsibility for changes to any email which occur after the email has been sent. Attachments to this email could contain software viruses which could damage your system. First have checked the attachments for viruses before sending, but you should virus-check them before opening.

    For more information on our range of services or to book your tickets online, please visit:- http://www.firstgroup.com
  • 12 Peter Dixon commented close 20:25 05 Feb 2012

    Hi Nick

    FixMyTransport volunteer here

    Without those details FTPE will not be able to fully investigate your claim. The time it roughly happened is essential.

    anorak
    admin
  • 13 nick howe commented close 08:31 07 Feb 2012

    I have mailed the tickets and the timetable printout to their freepost address as advised. I was able to pinpoint the time of the incident in Doncaster. Makes me wonder about the other customers who, like my sister, bent to authority and purchased a ticket wrongly.

  • 14 Paul Hollinghurst commented close 09:46 07 Feb 2012

    Nick,
    I have not come across an issue like this before. Would you be able to post photos of the tickets to this campaign on FixMyTransport?
    Paul (FixMyTransport Volunteer)

    anorak
    admin
  • 15 Paul Hollinghurst commented close 18:50 07 Feb 2012

    Nick,
    Thanks for posting the tickets. You are right; it certainly looks as if the original rail ticket should have been valid. I find it very hard to understand how this could have happened as any member of rail staff should have known this was the case if these tickets were presented to them.
    It will be interesting to know what TransPennine Express say.
    Paul

    anorak
    admin
  • 16 Dave H commented close 19:22 07 Feb 2012

    Staff at Doncaster Station are provided by East Coast, but the Rail replacement services will be operated by a contractor TGM (Arriva) and First Contract are commonly used and they hire in sub contractors to provide the coaches. Generally the train operator (East Coast?) provides a ticket checker at the door of the coach.

    The ticket was issued by machine reference 4720641745 and from its appearance was not issued from a portable machine (no tear off tabs) was it purchased from the counter?

    Did someone assume the passengers coming off the East Coast service did not have tickets and direct them to the booking office counter, without bothering to check the tickets properly?

    Quite often the arrangements for directing passengers to the transfer coaches are poor and at Doncaster the fact that the booking hall and station entrance are through a subway and pretty much removed from the 'trains' part of the station, would make the transfer to a coach less than a direct walk from the platform, so that ticket holders are mixed in with the circulating general crowds.

    Whilst not their main activity, Penalty Fare Advice Service are a group of experienced former railway ticket inspectors/issuers, and will know even more about this topic.

  • 17 Shaun McDonald commented close 01:15 08 Feb 2012

    Maybe the people checking the tickets didn't know where the start station was, and the allowable route?

    anorak
  • 18 nick howe commented close 08:29 08 Feb 2012

    I found out from my sister that she bought a ticket from a person at the kiosk. I think that person should have known. I'm getting increasingly annoyed just by the fact she wasnt alone in this situation and they scooped £10 a pop for the missdirection!

  • 19 nick howe added an update close 08:39 08 Feb 2012

    processing complaint, tickets sent to FTPE

  • 20 Paul Hollinghurst commented close 09:38 08 Feb 2012

    Nick,

    A few more thoughts about this. I am certain it was not a premeditated policy as what happened is wrong and almost everyone working for the rail industry would have know this. The person in the booking office would definitely have known. Even at a local level none of the individuals involved stood to make any money from it.

    I may be wrong, but I wonder if what happened was that a member of staff was shouting 'you need a ticket for the bus, you can buy them over there at the ticket office' but this was misunderstood by the passengers who already had tickets (such as your sister) to mean they needed to buy one as well. As I said the person in the booking office would definitely have known, but maybe by this point your sister already believed as part of the crowd that she needed a ticket so didn’t question it again (i.e. just said she had been told she needed a ticket so the person just issued it).

    Hopefully Transpennine Express will simply refund the money.

    Paul

    anorak
    admin
  • 21 Julian Walker commented close 10:54 08 Feb 2012

    I think Paul's theory is the most likely explanation - i.e., a misunderstanding.

    A complication in this case is that the complainant is not the person who actually undertook the journey.

    anorak
    admin
  • 22 nick howe commented close 13:50 08 Feb 2012

    My sister was told by the kiosk assistant in Doncaster, that she would need a ticket for the bus connection. On producing the said pre-bought tickets, explaining it was a return trip, she was ordered to buy a ticket for the bus anyway. Apparently a women with a child behind her was very distressed about this situation. My sister said she was glad she had the ability to take money out and wouldn’t have known what to do otherwise. On return to Scunthorpe, she ventured to tell the story to the attendant there and was told this was incorrect, given an apology and a complaint “card” to fill in.

    I think it’s bad when travellers, at the whim of public transport, have the chance of being misinformed. If I hadn’t checked properly with the trainline.com details, I wouldn’t have noticed it was a bus instead of a train (should they rename it to trainorbusline.com). Was there information anywhere saying the last connection was a bus? And where to get it? Who to show the ticket to? If she needed to show a ticket etc. I could go on. It’s not fool proof. I’m used to taking trains, but this was my sister’s third time. She rightly complained to me that at Doncaster she couldn’t find the right train to Sandy without asking someone. I could, but only with my experience. As a designer, I often put myself in the shoes of an inexperienced person, a tourist, and workout if we have a system that is logical and friendly, but these stopgaps fight this. Wherever there is a break in the norm, chaos reigns.

    My sister doesn’t have the scale of ability I have to complain about this, as she has no internet and lives in a small village outside of Scunthorpe. If we all just sat back and let service like this happen, we shouldn’t complain about anything at all.

  • 23 Paul Hollinghurst commented close 14:56 08 Feb 2012

    Nick,

    Thanks for this. I must say I am very surprised that anyone would have given out this information, and I would imagine Transpennine Express will want to investigate.

    In the original message sent to First Transpennine you simply said "she was ordered to buy the extra ticket" so I am sure it would be helpful to Transpennine Express if you sent them some specific information about who said this (i.e. from a kiosk and pinpoint the kiosk).

    There is a station plan with photos here which may help:
    http://www.nationalrail.co.uk/stations/sjp/DON/plan.html?rtnloc=DON

    Paul

    anorak
    admin
  • 24 Dave H commented close 18:37 10 Feb 2012

    The machine number on the ticket should identify the non portable (desk) machine and the window at which it is located. The date and time should identify the member of staff logged on to use that machine at that time, and there will be a log that can identify all card transactions for the Doncaster - Scunthorpe singles at that time, so that some of the passengers mis-sold these tickets can be traced.

    Passengers who paid cash won't be easy to trace or verify, although there will be points in the ticket number sequence for the tickets issued incorrectly from this machine and possibly others at the Doncaster counter.

  • 25 Penalty Fare Appeal Support commented close 00:13 12 Feb 2012

    Hi
    I have looked at this situation and in my opinion the person should NOT have been charged for the extra ticket as the bus service was a "rail replacement service" provided in replacement of the rail service.
    This journey was paid for in full with the Sandy (SDY) to Scunthorpe (SCU) tickets picked up from Sandy Self Service Terminal (8707).
    The additional ticket purchased from Doncaster (DON) ticket office (6417) on window/machine 45 should be refunded in full.
    A complaint must be sent to karen.boswell@eastcoast.co.uk stating that the staff at DON need to be retrained in ticket validities during rail replacement services.
    A complaint must also be sent to nick.donovan@firstgroup.com asking why this was allowed to happen, and demanding additional compensation. What would have happened if the person with the tickets had no extra money?

    Furthermore EastCoast also gain 5% ticket commission on any tickets that are sold through their ticket machines.

  • 26 Paul Hollinghurst commented close 09:22 12 Feb 2012

    Nick,
    I would wait to see what Transpennine Express say about this before taking this any further. I would make sure they know who gave the information to your sister (mention the location of the kiosk).
    Paul

    anorak
    admin
  • 27 Penalty Fare Appeal Support commented close 16:29 12 Feb 2012

    The MDs need to also be informed as this is a clear case of double charging and could find them in breach of various agreements and consumer protection laws.

  • 28 Paul Hollinghurst commented close 17:10 12 Feb 2012

    Penalty Fare Appeal Support,
    I agree it is a clear case of double charging, but this is someone reporting an incident on behalf of someone else in a case which already has plenty of scope for confusion so I think Nick woiuld be best waiting before taking the issue up with the MDs of the companies concerned. I was suggesting Nick waits to see what information he gets out of his existing dialogue with Transpennine Express, then decides what to do next. Of course he may decide otherwise; it was just my advice.
    Paul

    anorak
    admin
  • 29 nick howe commented close 09:55 13 Feb 2012

    "What would have happened if the person with the tickets had no extra money?" - I shudder to think!

    Apart from this discussion board, I have had no feedback from anyone even though my details are on all documents sent out.

    I am waiting but my fuse is running short.

  • 30 Maxine Myers commented close 11:44 15 Feb 2012

    HI, I am Customer Relations Manager for First TransPennine Express and this does not sound right, rail replacement services are covered by the cost of the original ticket and no further fare should be sought, I will look into what correspondence we have received from you into our centre following on from the emails tha tyou haver had requesting further information and make sure that this is solved for you. Your sister cedrtainly is entitled to a refund and I will make sure that she receives this.

    Thank you for reporting this.

    Maxine Myers

  • 31 Maxine Myers commented close 12:09 15 Feb 2012

    Hi Nick

    Firstly my apologies, Fixmytransport doesn't have spell check on it so as you have probably noticed there are a number of typos in my last message!

    I have been in touch with our processing centre to see what is going on and you should be receiving a phone call today. The initial delay has been caused because although you logged the complaint on the website, we couldn't retrieve all the ticket info which is why we asked for you to send them in. We then realised that your sister was sold the ticket by East Coast at Doncaster so your complaint has been forwarded on to them, however I know that this is not going to resolve your sister's lack of finances whilst we get someone to admit responsibility, so I have asked for a call to be put into you today to get your sister's details so that we can get a cheque out to her and we'll investigate why this has happened.

    I have to say that this is the first time that I have heard of this type of complaint but I'm keen to make sure it doesn't happen again as it doesn't reflect well on us.

    If you have any future comments, don't hesitate to contact us directly at tpecustomer.relations@firstgroup.com, we will treat any feedback with the same importance which ever way it is received.

    Please pass on my personal apologies to your sister.

    Maxine Myers

  • 32 nick howe commented close 08:16 16 Feb 2012

    Lewis

    Please look at the attached image of the travel arrangements given to me by Trainline. It distinctly says that the Doncaster to Scunthorpe route is a replacement bus put on by Transpennine Express. If Doncaster is not one of your stations, how can this be?

    I have already posted all of the tickets and a journey breakdown to your freepost address and now you want a written physical description of the person, also physically sent to your address? I have plenty more energy than you think I have, by trying to wear me down in this way.

    I will now be taking this forward to the appropriate channels to get this “sloping shoulders” scenario straightened out.

    Regards

    Nick Howe

    -----Original Message-----
    From: TPE Customer Relations [mailto:TPECustomer.Relations@firstgroup.com]
    Sent: 15 February 2012 23:46
    To: Nick Howe
    Subject: Case Ref: 6421351

    Customer Relations Team
    First TransPennine Express
    ADMAIL 3878
    FREEPOST
    Manchester
    M1 9YB
    Tel: 0845 6001671
    Fax: 0845 6008363
    Website: www.tpexpress.co.uk

    Reference: 6421351/TPE

    Dear Nick Howe

    Thank you for your email that was received from East Coast on 7 February 2012.

    I was sorry to hear that despite holding a valid ticket from Sandy to Scunthorpe on 29 January, your sister was told she needed to buy a further ticket from Doncaster to Scunthorpe.

    I would like to look into this matter further but to do so I require some additional information. If you could please contact this office quoting reference number 6421351 and provide a description of the staff member that insisted that she bought a new ticket. Also if possible confirm the company that this staff member worked for as Doncaster is not one of our stations.

    Thank you again for contacting First TransPennine Express.

    Yours sincerely

    Lewis Gale
    Customer Relations Advisor

  • 33 Maxine Myers commented close 14:12 16 Feb 2012

    Dear Nick

    It appears that you have responded back to Lewis but haven't read the comments that I posted for you yesterday.

    It appears that the confusion has been caused by this problem being reported to a number of companies, National Rail Enquiries, East Coast and ourselves, which has resulted in your complaint reaching us via a number of avenues, each of which did not contain the required information which is why some of our requests may have been duplicated.

    As I explained yesterday, from the information contained in the ticket you supplied us, we can see that your sister was sold a ticket at Doncaster, which is not one of our stations, so I cannot personally investigate why one of East Coast's staff members sold the ticket, but as promised I have escalated the complaint to their Customer Relations Manager for investigation. In the meantime, I have already agreed to arrange a cheque to the value of the additional ticket and I am aware that we have tried to call your mobile phone on 3 occasions and have so far not been able to speak to you.

    As the ticket was purchased by your sister, we need her name and address so that we can arrange a cheque for her. Our cheque run closes each Friday at 12pm and as long as we are able to speak to you before then we will be able to get a cheque in the post within 5 working days. Please call 0845 600 1671 quoting any of the references you have been given and a member of the team will be able to take the required information from you.

    As I mentioned earlier, I am disappointed that despite my intervention and the gesture we have made to your sister you remain dissatisfied and hope that we can now put this issue to bed once and for all.

    Yours sincerely

    Maxine Myers
    Customer Relations Manager

  • 34 Maxine Myers commented close 14:48 16 Feb 2012

    Hi Nick

    I have had a response back from East Coast who have told me that the correspondence we forwarded over to them was reviewed yesterday and they have a letter that they have written to you offering a refund for the ticket cost. Therefore as East Coast were ultimately the ones responsible for the mix up as they manage Doncaster Station, I will leave it in their hands to resolve this matter directly rather than me issuing you a cheque and having to chase it through cross train operating company charges.

    I'm glad we have been able to get a final resolution for you and hope that the response that East Coast give you explains what went wrong, and by highlighting the problem you have raised an issue that will not occur again.

    Kind regards

    Maxine Myers

    Maxine Myers

  • 35 nick howe commented close 08:14 21 Feb 2012

    Hi Maxine

    No letter as of yet but a further email from TPE asking for the name of the kiosk attendant.

    This is ridiculous

    Ni ck howe

  • 36 Maxine Myers commented close 14:00 29 Feb 2012

    Hi Nick

    I have checked with East Coast and can confirm that they emailed you on the 16th Feb asking for your sister's details, they have assured me that once they have all the required details they will send a cheque out directly to your sister. If you require anything further in relation to this case, please can you ensure that you contact East Coast customer relations at 08457 225 333

  • 37 nick howe commented close 13:35 23 Apr 2012

    2 months down the line, nothing has been done about my sister's situation, though I emailed her details with the reference number. Not impressed as the people involved showed slopey shoulders and the inadequecy of communicating between themselves. If it helps me putting her details here, I will:
    Mrs Joanne Sykes
    5 Eastwood drive
    Broughton
    Near Brigg
    Nth Lincs
    DN20 0Hj
    I'm not wasting money ringing them up, my time and resources wasted so far make me want to give it and let them win!!!

  • 38 Paul Hollinghurst commented close 13:53 23 Apr 2012

    Nick,
    Did East Coast acknowledge receiving your email? What email address did your use to contact them?
    Paul (FixMyTransport Volunteer)

    anorak
    admin
  • 39 nick howe commented close 13:21 25 Apr 2012

    Hi Paul

    I'm not sure as I checked my email and couldnt find any from or to them. I did , though, find a letter at home from that date so I rang the 0845 number to arrange a reimbursement as the letter described.
    After having to go through the whole story again and finding the reference number stated on the letter meant nothing to nobody, the operator found the case and said the payment was authoriused and to give my sister's address. I did so.­
    So hopefully the call didnt cost my mobile that much and in 20 days my sister will be happy with a reimbursement.

Comment
  • started 1 February 2012
  • supporters 4
Train route between Doncaster and Sandy operated by First TransPennine Express
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