Great Western Coffee Shop

The company that sold the tickets or the operator whose trains were cancelled?

I haven't got many details cos I am (genuinely!) asking for a friend. She reckons she's lost over £100 in tickets and work not done because she couldn't get to work. She was travelling on Cross Country but bought tickets from West Midlands Railway. She also wants to write a general complaint about single points of failure and inadequate and contradictory information about cancellations, which I've suggested to her is probably best aimed at Network Rail.

Thanks for any advice.

The claim should be lodged with the TOC she was travelling with, assuming it was for a late running service.

I am assuming that the information about cancellations is regarding information at a station? The information about cancellations will come from the control centre of the TOC concerned. If they themselves run the station, the information should be automatically displayed, but if the station is run by another TOC (or even Network Rail), then it will be up to them to update the display based on the information received from the offending TOC. Any comments relating to this should be addressed to the company that runs the station in question.

Ultimately, though, if the claim/comment were submitted to the wrong company, it should eventually be re-directed to the correct one.

Thanks. I wonder if there's a XC equivalent of this forum?

Not to my knowledge, but XC questions welcome - we even have an XC board. And we have some XC Xperts around from time to time.

Cross County differs from virtually every other train operator in that they do not provide the dominate rail transport in any region.  Passengers in Bristol will naturally get together under a GWR banner. Passengers in Brighton under Southern. Passengers in Bolton, Blackburn or Blackpool under Northern.  But you probably won't find enough weight of interest in any one place for a Cross Country Community group .. rather underlined by their different situation with Community Rail Partnerships.

She lives in Birmingham, but I might point her here anyway. She's a master-grinker of extreme tenacity in any case!

Definitely to the TOC whose trains were delayed, never to the TOC that sold the tickets (unless one & the same, obvs)

Unless you are getting a refund because you didn't travel, in which case it is to the retailer! So simple isn't it!

which she isn't in the original post.