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“Please help me persuade Crosscountry to publish restrictions on the tickets they sell clearly” – Alex Wardle

Description

Alex Wardle

I have purchased a ticket between Selly Oak and Nottingham Station using the TVM. The ticket I purchased was OFF-PEAK DAY RETURN (CDR) . On this ticket under the validity section there it says "See Restrictions" however I have never found where to see these restrictions. I have looked for them at Derby, Nottingham and University stations. You stop at all these stations. I have also asked the Train Managers on your trains have they have not been able to find out where they are shown. They are not shown on your website or anywhere else.

Where can I "see" these restrictions?

Please could you make these restrictions clear to people buying the tickets. Also could you put instead "See Restrictions" in the validity code, the actual validity code, in this case I believe "BX". This would at least allow the user of these tickets to look up the validity on National Rail. Also you could publish the validity codes in your timetables.

Problem History

  • 1 Alex Wardle reported the issue on FixMyTransport. close 00:13 27 May 2013
  • 2 Alex Wardle wrote to Crosscountry close 00:13 27 May 2013

    Here is the letter that Alex Wardle wrote.

    Off Peak Day Returns

    I have purchased a ticket between Selly Oak and Nottingham Station using the TVM. The ticket I purchased was OFF-PEAK DAY RETURN (CDR) . On this ticket under the validity section there it says "See Restrictions" however I have never found where to see these restrictions. I have looked for them at Derby, Nottingham and University stations. You stop at all these stations. I have also asked the Train Managers on your trains have they have not been able to find out where they are shown. They are not shown on your website or anywhere else.

    Where can I "see" these restrictions?

    Please could you make these restrictions clear to people buying the tickets. Also could you put instead "See Restrictions" in the validity code, the actual validity code, in this case I believe "BX". This would at least allow the user of these tickets to look up the validity on National Rail. Also you could publish the validity codes in your timetables.

  • 3 Customer Relations responded to Alex Wardle close 00:15 27 May 2013
    THIS IS AN AUTOMATED EMAIL FROM CROSSCOUNTRY CUSTOMER RELATIONS

    Thank you for your email.  We aim to respond in full within 10
    working days.  In the meantime, we hope you find the following
    information helpful.  If your email is urgent, please call us on
    08447 369 123.  We are open 0800 to 2000 Monday to Friday and
    0830 to 1600 on Saturdays. 

    Finding the best fares

    We have loads of tips, tricks and tools to help you [1]find the
    best deal.  We offer the same tickets as other ticket websites
    for all journeys in Great Britain – not just ours!  We also
    offer free methods of delivery and we don’t charge a booking
    fee. 

    Refunding tickets

    If you haven’t used your ticket and you booked online with
    crosscountrytrains.co.uk just log onto [2]My CrossCountry or a
    [3]create an account using the same email address you entered
    when you booked your ticket.  From here, go to your booking
    history and select “refund”.  Alternatively call us on 0844 811
    0124 and say “existing booking”.  We will charge a £10
    administration fee per ticket for all refunds.  Remember,
    Advance tickets are non-refundable. 

    Changing tickets

    You can change the date and time of your journey by paying the
    difference between yours and the next available fare by calling
    us on 0844 811 0124.  When you call just say “existing
    booking”.  If you booked your ticket with us online or via our
    call centre you can make changes through your [4]My CrossCountry
    account.  If you haven’t registered with us you can [5]create an
    account using the same email address you provided when you
    booked your ticket.  We will charge a £10 administration fee
    per ticket for all changes. 

    Onboard WIFI

    If you need help connecting to WIFI or with any other aspect of
    our WIFI service, please contact NOMAD’s technical support line
    on 0845 287 2149 or via email to [6][email address].

    Seat reservations

    Many of our tickets already include seat reservations on
    specified trains.  Even if you buy your ticket through another
    operator, you can ask them to reserve you a seat free of charge
    when travelling with us.  If for some reason we cannot honour
    your reservation please ask a member of the on-board team for
    help.  Our staff will try their best to find you a seat.  If you
    are still without a seat after 15 minutes a member of the
    on-board team will be happy to endorse your ticket if you ask.
    You may send your endorsed ticket in to our Customer Relations
    Team who will give you National Rail Vouchers to the value of at
    least 5% of the price for that journey in recognition of our
    inability to honour your seat reservation.  If you are
    travelling with a bike and we cannot honour your reservation we
    ask that you speak to a member of the on-board team or station
    staff so your ticket can be endorsed.

    How we deal with delays

    If your journey with us was delayed by 30 minutes or more, you
    may be entitled to claim National Rail Travel Vouchers under our
    Delay [7]Delay repay ticketRepay scheme by printing and
    [8]completing this form. Or you can take a picture of your
    ticket and attach it in reply to this email along with your
    journey details, your name and address.  Please note that your
    ticket must be cut diagonally before you take the picture
    (please see example to the left of the page).  If your delay
    repay query relates to a season ticket that is still valid
    please do not cut the ticket.  For more information about delay
    repay, [9]click here. 

    References

    Visible links
    1. http://www.crosscountrytrains.co.uk/tick...
    2. https://www.buytickets.crosscountrytrain...
    3. http://www.buytickets.crosscountrytrains...
    4. https://www.buytickets.crosscountrytrain...
    5. http://www.buytickets.crosscountrytrains...
    6. mailto:[email address]
    8. http://www.crosscountrytrains.co.uk/medi...
    9. http://www.crosscountrytrains.co.uk/cust...
  • 4 CrossCountry Trains Customer Relations responded to Alex Wardle close 14:18 12 Jun 2013
    Ref: XC130526BBCB

    Dear Customer

    Thank you for your Email, received here on 26/05/2013.

    I am sorry that you purchased a ticket from a Ticket Vending
    Machine and the ticket stated 'see restrictions' but you were
    unable to locate these.  The staff on board the train should
    have been able to provide you with the information you required
    and I am sorry that they could not, granted there are a huge
    amount of restrictions over the whole network area and it would
    be near on impossible for 1 person to know all these, that said
    they could and should have directed you to us and we would of
    advised you.

    Unfortunately, as stated above we simply could not list all
    restrictions because there are too many.  Please do call in
    future with any questions and we will be more than happy to
    help.

    Yours sincerely

    Helen Laidlaw
    Customer Relations Consultant
    CrossCountry

    Phone: 08447 369 123
    Fax: 0121 200 6004
    Email: [Crosscountry problem reporting email]

    Rate my response at crosscountrytrains.co.uk/crsurvey

  • 5 Alex Wardle wrote to CrossCountry Trains Customer Relations close 18:20 15 Jun 2013

    Thank you for your email.

    You have not answered my question. I am specifically asking where I can "see" the restrictions. Not, where I can ask for them. Since you can not tell me where I can "see" the restrictions, I guess that I am find to travel on any train.

    Secondly, you say that you can not list the restriction and I can understand this as there is around 285 of them. However why can you not publish the most common restrictions affecting train travel through Birmingham with day return tickets?

    Also couldn't you print the restriction code on the ticket and then produce a booklet like the timetable booklets containing every single restriction codes and the associated restrictions?
    -----Original Message-----

    Ref: XC130526BBCB

    Dear Customer

    Thank you for your Email, received here on 26/05/2013.

    I am sorry that you purchased a ticket from a Ticket Vending
    Machine and the ticket stated 'see restrictions' but you were
    unable to locate these.  The staff on board the train should
    have been able to provide you with the information you required
    and I am sorry that they could not, granted there are a huge
    amount of restrictions over the whole network area and it would
    be near on impossible for 1 person to know all these, that said
    they could and should have directed you to us and we would of
    advised you.

    Unfortunately, as stated above we simply could not list all
    restrictions because there are too many.  Please do call in
    future with any questions and we will be more than happy to
    help.

    Yours sincerely

    Helen Laidlaw
    Customer Relations Consultant
    CrossCountry

    Phone: 08447 369 123
    Fax: 0121 200 6004
    Email: [Crosscountry problem reporting email]

    Rate my response at crosscountrytrains.co.uk/crsurvey

      

  • 6 Customer Relations responded to Alex Wardle close 18:20 15 Jun 2013
    THIS IS AN AUTOMATED EMAIL FROM CROSSCOUNTRY CUSTOMER RELATIONS

    Thank you for your email.  We aim to respond in full within 10
    working days.  In the meantime, we hope you find the following
    information helpful.  If your email is urgent, please call us on
    08447 369 123.  We are open 0800 to 2000 Monday to Friday and
    0830 to 1600 on Saturdays. 

    Finding the best fares

    We have loads of tips, tricks and tools to help you [1]find the
    best deal.  We offer the same tickets as other ticket websites
    for all journeys in Great Britain – not just ours!  We also
    offer free methods of delivery and we don’t charge a booking
    fee. 

    Refunding tickets

    If you haven’t used your ticket and you booked online with
    crosscountrytrains.co.uk just log onto [2]My CrossCountry or a
    [3]create an account using the same email address you entered
    when you booked your ticket.  From here, go to your booking
    history and select “refund”.  Alternatively call us on 0844 811
    0124 and say “existing booking”.  We will charge a £10
    administration fee per ticket for all refunds.  Remember,
    Advance tickets are non-refundable. 

    Changing tickets

    You can change the date and time of your journey by paying the
    difference between yours and the next available fare by calling
    us on 0844 811 0124.  When you call just say “existing
    booking”.  If you booked your ticket with us online or via our
    call centre you can make changes through your [4]My CrossCountry
    account.  If you haven’t registered with us you can [5]create an
    account using the same email address you provided when you
    booked your ticket.  We will charge a £10 administration fee
    per ticket for all changes. 

    Onboard WIFI

    If you need help connecting to WIFI or with any other aspect of
    our WIFI service, please contact NOMAD’s technical support line
    on 0845 287 2149 or via email to [6][email address].

    Seat reservations

    Many of our tickets already include seat reservations on
    specified trains.  Even if you buy your ticket through another
    operator, you can ask them to reserve you a seat free of charge
    when travelling with us.  If for some reason we cannot honour
    your reservation please ask a member of the on-board team for
    help.  Our staff will try their best to find you a seat.  If you
    are still without a seat after 15 minutes a member of the
    on-board team will be happy to endorse your ticket if you ask.
    You may send your endorsed ticket in to our Customer Relations
    Team who will give you National Rail Vouchers to the value of at
    least 5% of the price for that journey in recognition of our
    inability to honour your seat reservation.  If you are
    travelling with a bike and we cannot honour your reservation we
    ask that you speak to a member of the on-board team or station
    staff so your ticket can be endorsed.

    How we deal with delays

    If your journey with us was delayed by 30 minutes or more, you
    may be entitled to claim National Rail Travel Vouchers under our
    Delay [7]Delay repay ticketRepay scheme by printing and
    [8]completing this form. Or you can take a picture of your
    ticket and attach it in reply to this email along with your
    journey details, your name and address.  Please note that your
    ticket must be cut diagonally before you take the picture
    (please see example to the left of the page).  If your delay
    repay query relates to a season ticket that is still valid
    please do not cut the ticket.  For more information about delay
    repay, [9]click here. 

    References

    Visible links
    1. http://www.crosscountrytrains.co.uk/tick...
    2. https://www.buytickets.crosscountrytrain...
    3. http://www.buytickets.crosscountrytrains...
    4. https://www.buytickets.crosscountrytrain...
    5. http://www.buytickets.crosscountrytrains...
    6. mailto:[email address]
    8. http://www.crosscountrytrains.co.uk/medi...
    9. http://www.crosscountrytrains.co.uk/cust...
  • 7 Mark Jones commented close 16:24 17 Jun 2013

    Hello Alex, I'm Mark, one of the FixMyTransport volunteers

    I hope you can find this webiste of use: http://www.brfares.com/

    Good Luck!
    Mark J

    anorak
    admin
  • 8 CrossCountry Trains Customer Relations responded to Alex Wardle close 18:37 17 Jun 2013
    Ref: XC130526BBCB

    Dear Ms Customer

    Thank you for your email, I am sorry if you were not happy with
    my response.

    As explained the list would simply be too vast and in depth for
    us to publish, I will however pass on your suggestion.

    Please ask the station for a print out so you can see them.

    Yours sincerely

    Helen Laidlaw
    Customer Relations Consultant
    CrossCountry

    Phone: 08447 369 123
    Fax: 0121 200 6004
    Email: [Crosscountry problem reporting email]

    Rate my response at crosscountrytrains.co.uk/crsurvey

  • 9 Dave H commented close 22:33 17 Jun 2013

    It's not just Cross Country but worth putting an unresolved issue in to Passenger Focus.

    Situation would have been much simpler if we had Concessions and not Franchises, all fares then paid in to National Rail pot so no XC Only and EC Only fares - all National Fares, no need then for the company set up for privatised franchises to divvy up and argue about % allocation for the fares revenue on a route (and thus some of the restrictions) - Rail Settlement Plan Ltd.

    Concession system in place for TfL rail & bus operations - contractor provides service specified and gets paid agreed price for this - TfL sets and collects fares revenue and pays out appropriately.

Comment
  • started 26 May 2013
  • supporters 3
Train route between Nottingham and Selly Oak operated by Crosscountry
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