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“Please help me persuade Crosscountry to refund the Unfair Fine!” – Angela Hervin

Description

Angela Hervin

Ref: XC 1071353/ APP0012

On 28th November I traveled from Coventry to Cheltenham, changing at Birmingham New Street. I do not travel by train often and checked with the guard which platform I should go to. I went to the platform indicated. Once on the platform I checked again. Another guard told me that the train was running a little late but confirmed that I was on the correct platform.

I got onto the train and when nearly at Cheltenham a lady checked my ticket. I gladly produced my ticket. She was quite rude and issued me with a penalty fine which stipulated that I did not have a valid ticket, which I believed mine was. She explained that my train had, at the last minute, been diverted onto another platform and there should have been an announcement. If this had happened not only I did not hear it but also nor did any of the staff at the station. The lady asked for my address, which I gave my home rather than my university address, and she said an invoice would be sent there.

I told my mum who agreed to pay the fine of £22. No invoice was received only a reminder to which admin of £30 had been added which also said no appeal could now be made. I feel this is most unfair. Please could you re-consider the appeal as I do not feel I did anything wrong and my mum should not have had to pay.

Problem History

  • 1 Angela Hervin reported the issue on FixMyTransport. close 19:16 14 Jan 2013
  • 2 Angela Hervin wrote to Crosscountry close 19:16 14 Jan 2013

    Here is the letter that Angela Hervin wrote.

    Unfair Fine

    Ref: XC 1071353/ APP0012

    On 28th November I traveled from Coventry to Cheltenham, changing at Birmingham New Street. I do not travel by train often and checked with the guard which platform I should go to. I went to the platform indicated. Once on the platform I checked again. Another guard told me that the train was running a little late but confirmed that I was on the correct platform.

    I got onto the train and when nearly at Cheltenham a lady checked my ticket. I gladly produced my ticket. She was quite rude and issued me with a penalty fine which stipulated that I did not have a valid ticket, which I believed mine was. She explained that my train had, at the last minute, been diverted onto another platform and there should have been an announcement. If this had happened not only I did not hear it but also nor did any of the staff at the station. The lady asked for my address, which I gave my home rather than my university address, and she said an invoice would be sent there.

    I told my mum who agreed to pay the fine of £22. No invoice was received only a reminder to which admin of £30 had been added which also said no appeal could now be made. I feel this is most unfair. Please could you re-consider the appeal as I do not feel I did anything wrong and my mum should not have had to pay.

  • 3 Customer Relations responded to Angela Hervin close 19:20 14 Jan 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 Peter Dixon commented close 19:20 16 Jan 2013

    Angela

    I am one of the FixMyTransport volunteers

    We have received an email from Crosscountry who have asked for you to contact them directly. Their email address is below.

    customer.relations@crosscountrytrains.co.uk

    We have a number of references for you to use when you do contact them

    Ref: XC 1071353/ APP0012
    Reference: XC-0130114-BFT CrossCountry Customer Services XC:0017494

    Kind regards

    anorak
    admin
  • 5 CrossCountry Trains Customer Relations responded to Angela Hervin close 14:47 18 Feb 2013
    Your Ref: [1]campaign-eon-gmzuuw@fixmytransport

    Our Ref: XC130114BBQG

    Dear Mr Fixmytransport

    Thank you for your Email, received here on 14/01/2013 19:20:09.

    We are always happy to receive comments and complaints from our
    customers and we will do our best to investigate and resolve
    these.

    I would be grateful if you would ask the customer who has made
    this complaint to write to us enclosing their contact details
    and we will be happy to investigate further.

    Yours sincerely

    David Watts
    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

    References

    Visible links
    1. mailto:campaign-eon-gmzuuw@fixmytransport
Comment
  • started 14 January 2013
  • supporters 3
Train route between Birmingham New Street and Cheltenham Spa operated by Crosscountry, London Midland
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