Do I have ground for complaint (Cross Country Trains)

sam93_2

What are your thoughts on this, is it a valid ground of complaint? I feel as though it is because i was, quite frankly, a bit annoyed off with it, and had an awful journey. I will just copy and paste the email I sent them, hopefully it explains all

:mad:

Dear Sirs,

I would like to register with you my complaint about my journey from Bristol Temple Meads station to Manchester Piccadilly station (arriving at 15:02) on the 06/08/08 with Cross Country Trains.

I am disappointed with the service offered, because, on boarding the train I found my seat (reserved online a week in advance) had been taken by a fellow passenger, and was informed by this passenger that there had been double bookings on the seats, and problems with the reservation screens above the seats, and so, initially, she refused to give up her seat. Upon further persistency the passenger allowed me to sit in the seat I had reserved. However, she was forced to move into another carriage with her luggage. (The issues were late confirmed over the speaker system that there had been “technical difficulties” with reservations)

I then found that there was no place for my luggage to go (a suitcase which conformed to your guidelines on case size) in either the overhead, under seat or extra storage areas, in fact the luggage which was already placed in these areas was overflowing, blocking parts of the walkway, making it extremely difficult for people to move around. The result of this was that I sat with a large suitcase in front of me for a three hour journey, with no footspace at all – thus meaning I had to block the walkway with my legs.

This has caused both distress and concern for me as a passenger, as I am only fifteen I was concerned that I would stand throughout the journey – as others had done. For this reason I had pre-booked my seats in advance, online, in order to ensure that my process would be as stress free as possible. Yet the system seemed to have failed, and for no fault of the other passengers on board, or indeed myself, I found myself worrying about my journey, which was on the whole most uncomfortable.

I would finally like to add that I had reserved a forward facing seat online, and instead was greeted with a backward facing seat , as I often get travel sickness when travelling backwards, this further added to my discomfort.

Therefore, I would like to know how this issue will be resolved for future passengers ,and also I would appreciate some token of apology from the company for this uncomfortable journey.

I look forward to hearing from you and to a resolution of this problem. I will wait for 10 days before seeking help from Passenger Focus. Please contact me at the email address below.

Altarf

A seat reservation is not a guarantee of a seat. If the system is broken or the seat double booked, then you are entitled to compensation based on the National Rail Conditions of Carriage.

Lack of luggage space, tough, that is the normal situation on many trains,

And complaining about sitting facing the wrong direction - just be glad you got a seat.

By all means send the letter, and give the train company a laugh.

sam93_2

Have you considered health and safety? The country has gone mad about it... you cant do this or that.

Yet a real concern is the fact that you could not get to the exit due to three or four suitcases blocking the isles... sorry but thats not something to laugh about.

If the seat reservation is not a guaranteed service, which you have to pay extra for, what is the point of it ? If it doesn't actually ensure I can sit down and get a remotely comfortable ride?

sarahlouise210

I think you have some valid points ...and for 15 you put them across very well !! When you reserve a seat you expect to get a seat...and when you reserve forward facing you expect to get forward facing (otherwise why do they give you this option!!) Good Luck with your complaint .........

Searcher

I don't understand this part or what it has to do with anything?

sam93 wrote: »

This has caused both distress and concern for me as a passenger, as I am only fifteen I was concerned that I would stand throughout the journey

sam93_2

Well its the first time I have ever been on a train before, and had been warned that unless I book a ticket I would end up standing.

In context, it does make sense - I chose to book online in order to ensure I got a seat - only to find I had to push someone out of it.

Why are you pulling apart my letter ? Do you feel I have grounds for complaint?

Ms_Chocaholic

I can't believe you had the brass neck to force the female passenger already sat in the seat (no doubt with a seat reservation) so you could sit there.

Searcher

I'm not pulling apart your letter and yes, you probably do have cause for complaint.

I'm just struggling to understand why you "only being fifteen" would make any difference and to be honest I don't really think it's relevant to the complaint.

sam93_2

No she did not have a seat reservation.

I am afraid if I book a seat, I have the right to sit there - in other carriages there were empty seats , and it is courteous to give this up when I have put the expense into booking it purposefully so I do not have to stand up.

Of course not very chivalrous, but why should I give up a seat I have reserved simply because someone else chose to sit there?


Adding the fact that I am fifteen is showing that they should be able to provide a proper service especially for customers such as me (and younger) or the older generation. For me standing up, or moving between seats as others fill their own seat reservations **could** be distressing. Especially when carting luggage across and around packed carriages.

I am glad you feel there is some grounds for complaint.... are there any more comments ??

Ms_Chocaholic

I am disappointed with the service offered, because, on boarding the train I found my seat (reserved online a week in advance) had been taken by a fellow passenger, and was informed by this passenger that there had been double bookings on the seats, and problems with the reservation screens above the seats, and so, initially, she refused to give up her seat.

Given that there had been double bookings on the seat reservations, doesn't this mean that the passenger sat in the seat on your arrival had also made a seat reservation for that particular seat.

when I have put the expense into booking

What expense? Seat reservations are free.

Ms_Chocaholic

It's a shame that the OP has only thanked the post that agreed with his view (numbered 4).