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- Train strikes: Drivers walk out in pay row
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Author Topic: Delay repay issue  (Read 824 times)
rogerw
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« on: June 12, 2022, 12:50:07 pm »

Has anyone else had problems with Cross Country over delay repay. I submitted a claim on 5th April, which was acknowledged but received no further reply. I sent a chaser on 2 June, 8 weeks later, and received a reply on 7 June asking me to submit an image of my ticket in order for them to process the claim. Fortunately I still have the ticket. However an image of the ticket was submitted as part of the original claim. I shall send the requested image, whilst at the same time asking for an explanation for the considerable delay in dealing with this matter. Their stated reply time is 10 (max 20) working days.  Is this usual for them or am I just unlucky?
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rogerw
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« Reply #1 on: June 15, 2022, 10:07:47 am »

The latest episode in the saga. They replied that as the ticket was an ITX fare could I give them a breakdown of the cost. For those who don't know, ITX are generally issued by travel companies as part of a package and the passenger has no indication of its cost. I pointed this out to them and suggested that they look it up on their system. Next day I received the notification of my compensation.  No explanation was given for the initial delay in responding but, I suspect that as they would need to ascertain  the price of the ticket it was filed as too difficult in the hope that I would forget about it.  Poor customer service from my least favourite TOC (Train Operating Company)
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