Grand Central Cancellation - chasing refund

Zodo

I bought a Grand Central ticket to travel from the north-east to London. On the morning, that 7.30 train I'd booked was cancelled. I (and all other passengers waiting) tried calling Grand Central customer services for more info but they were not open till 9 a.m.. There was no one to help as the station was not staffed. In order to make my meeting in London, I had to purchase a ticket from another train company costing just over £100.

I wrote to Grand Central detailing the issue and asking for a refund. They sent a letter to say I should send in the original tickets and they'd issue a refund. I sent the tickets and received no response. So I chased with another letter - no response.

I phoned up and dealt with a helpful phone operator who investigated the claim. She could find no record of it so I emailed her all three letters I had sent. After some time she came back to me to say that all they can do is issue me with a voucher valid for 1 year, on which I must name the destination of the train I want to take. This is not much use to me and surely I'm entitled to a refund?

As they can't find my original tickets, I sent a photocopy of the tickets and proof of purchase in the form of my bank statement. This is not enough, though - I keep being quoted that it's company policy to only issue refunds with the original tickets. While the person now dealing with my claim has done her best, she's hitting a wall with company policy. So I asked for her superior's name (Richard Etherington, head of customer services) and his email address. I emailed him details of the problem and the issue with company policy, plus the bad customer service in dealing with it till now. I've had no response.

So I emailed the helpful lady again to enquire as to whether I'd got the email address wrong or is it another case of bad customer service from Grand Central? She told me the address is correct and that she's leaving the company soon so wants to issue me the voucher ASAP (I've not yet confirmed details of the destination).

Do you think there's anything more I can do? Surely they should issue me a refund and have enough proof that I purchased all the tickets? Because of the lack of response and my having to chase this every few weeks, this has not only cost money but a lot of time and has dragged on for nearly 6 months.

Any advice gratefully received. Thanks.

yorkie2

The next step is to contact Passenger Focus.

Passenger Focus
FREEPOST (RRRE-ETTC-LEET)
PO BOX 4257
Manchester
M60 3AR

Or, if you are in York any time, you can visit their office (it's next to Pizza Express, just over the river from the station).

If there was a large group of you I would have expected the other company to not charge you, and to contact GC and charge them directly. A guard is unlikely to argue with a large group of people all saying their train was cancelled. I would also have insisted on an unpaid fare notice (UPFN) rather than paying any money up front. I would then have passed on details of the UPFN to GC for them to pay.

I once missed a GC train because a connecting Northern train was cancelled. I then had to use TPE for part of the journey (on a GC ticket), I explained the cancellation and the guard acted reasonably and allowed me to travel.

pmm1981

If any help the voucher will be issued for the value and you fill the details in on the rear of the voucher, the only thing is that no change will be given for a voucher (so you must use the whole value or lose the remainder).

Zodo

Thanks very much - will try Passenger Focus. Not sure I'd like to ask for a UPFN - would be worried that I'd end up saddled with the cost.

wealdroam

Zodo wrote: »

Thanks very much - will try Passenger Focus. Not sure I'd like to ask for a UPFN - would be worried that I'd end up saddled with the cost.

Witha UPFN, at worst, you would pay no more than what you did pay... the walkup fare.

At best, you pay nothing and avoid having to reclaim what you have already paid.

No extra cost.