Greater Anglia not honoring refund of unused tickets

Jew
Jew Posts: 276 Forumite
edited 23 July 2012 at 6:07PM in Public transport & cycling
I bought return Stansted Express tickets for £27 last year and didn't use them, so I sent them in via mail at the time for a refund (as was stated on their website). Stansted Express is a sub-brand of Greater Anglia to whom my correspondence have been redirected to.

I sent my tickets in on November 2011, and did not hear anything back. I sent emails in January, March and April 2012 without any response. Greater Anglia eventually replied 7 months later, after my 4 emails and 1 letter, on May 2012 and even tried to accuse me of something: "you have sent us a stream of emails".

They said they sent a cheque out to me in December (they didn't mention the amount), but it sounds like a lie because I never received it, and even now, they won't re-send the cheque, and keep saying that National Express is now under C2C's responsibility. However, even on Stansted Express' website, it says that they are owned by Greater Anglia.

They keep referring me to C2C, whom I have contacted several times, but without response. Greater Anglia say they have passed on my details to them also.

I have tried to make a complaint, but they keep saying "we cannot take this any further as I have advised you on many occasions".

It has been almost a year.

Greater Anglia are too cheap to issue a lousy £30 refund for my un-used tickets... who knows how else they are cheating customers.

What do you suggest? I have invested so much time into this already — sent dozens of emails, and spoken to them on the phone.
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Comments

  • pimento
    pimento Posts: 6,239 Forumite
    First Post First Anniversary
    Letter before action and then if they don't cough, take them to the small claims court. I assume you have a paper trail?

    It's this lot that I pay £4000 a year to for my season ticket.
    "If you think it's expensive to hire a professional to do the job, wait until you hire an amateur." -- Red Adair
  • Jew
    Jew Posts: 276 Forumite
    Woah, expensive!
    pimento wrote: »
    Letter before action and then if they don't cough, take them to the small claims court. I assume you have a paper trail?

    I have all the emails I've sent. And they've basically acknowledged all of this in their replies. Just trying to weasel their way out.

    I think Stansted Express changed hands at some point. It's none of my concern though.
  • Livingthedream
    Livingthedream Posts: 2,643 Forumite
    Name Dropper First Anniversary Combo Breaker
    Second what pimento states, hopefully, you have copies of the tickets and/or receipts/bank statements. Fill out an online claim here and see what happens, if you have any of the above then its good odds they will fold and cough up the cash;

    https://www.moneyclaim.gov.uk/web/mcol/welcome
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  • Axial
    Axial Posts: 76 Forumite
    I can see why GA would refuse to deal with this, you purchased your ticket from National Express East Anglia, who claim to have refunded.

    I suspect it is unlikely that Abellio Greater Anglia have access to National Express East Anglia's accounts to see if the cheque was cashed, hence having to go via the c2c Customer Services (c2c being an National Express Group company in the same way NXEA was)
  • Jew
    Jew Posts: 276 Forumite
    Thanks for your replies!
    Axial wrote: »
    I can see why GA would refuse to deal with this, you purchased your ticket from National Express East Anglia, who claim to have refunded.

    Greater Anglia actually acknowledged that the cheque never reached me.
    I suspect it is unlikely that Abellio Greater Anglia have access to National Express East Anglia's accounts to see if the cheque was cashed, hence having to go via the c2c Customer Services (c2c being an National Express Group company in the same way NXEA was)

    Not sure what the problem is exactly, but it's taking almost a year for them.
  • Gosh, I'm about to start a fight over a refund with Stansted Express. I was on a train to Stansted when the train broke down half-way and I was stuck there for more than 2 hours and missed my plane.

    Had to buy another plane ticket for £110 and got a signed/stamped note from stansted express that their delay was the cause of me missing the plane. Any ideas on how to approach the issue?
  • Jew
    Jew Posts: 276 Forumite
    Gosh, I'm about to start a fight over a refund with Stansted Express. I was on a train to Stansted when the train broke down half-way and I was stuck there for more than 2 hours and missed my plane.

    Had to buy another plane ticket for £110 and got a signed/stamped note from stansted express that their delay was the cause of me missing the plane. Any ideas on how to approach the issue?

    Firstly, start a new thread — you'll get more help there ;)
  • Jew wrote: »
    I bought return Stansted Express tickets for £27 last year and didn't use them, so I sent them in via mail at the time for a refund (as was stated on their website). Stansted Express is a sub-brand of Greater Anglia to whom my correspondence have been redirected to.

    I sent my tickets in on November 2011, and did not hear anything back. I sent emails in January, March and April 2012 without any response. Greater Anglia eventually replied 7 months later, after my 4 emails and 1 letter, on May 2012 and even tried to accuse me of something: "you have sent us a stream of emails".

    They said they sent a cheque out to me in December (they didn't mention the amount), but it sounds like a lie because I never received it, and even now, they won't re-send the cheque, and keep saying that National Express is now under C2C's responsibility. However, even on Stansted Express' website, it says that they are owned by Greater Anglia.

    They keep referring me to C2C, whom I have contacted several times, but without response. Greater Anglia say they have passed on my details to them also.

    I have tried to make a complaint, but they keep saying "we cannot take this any further as I have advised you on many occasions".

    It has been almost a year.

    Greater Anglia are too cheap to issue a lousy £30 refund for my un-used tickets... who knows how else they are cheating customers.

    What do you suggest? I have invested so much time into this already — sent dozens of emails, and spoken to them on the phone.

    You may have a problem pursuing this one.

    What you need to understand is that the rail industry (or at least the vast majority of it) operates in a series of franchises let by the Govt. As far as I can see from what you say above you bought the tickets, did not make the journey and then submitted an application for refund in Nov 11. At that time the relevant franchisee for the franchise including Stansted Express was National Express East Anglia. The performance of that company was so poor that it had its right to operate the franchise reomoved by the Govt. The new franchisee, Greater Anglia, took over in Feb 12.

    As far as I am aware there is no obligation whatsoever for Greater Anglia to recompense you for a failed refund by the previous franchisee, a company which had completely different ownership. Worse still is that legal action cannot be pursued against a company that was not active at the time the transaction took place. A further complication is the suggestion from what records are available that National Express East Anglia did send a cheque out.

    Truthfully I fear that at best you will be relying on Greater Anglia's goodwill. If they offer you complementary tickets for a later date snap their hands off!
  • Gosh, I'm about to start a fight over a refund with Stansted Express. I was on a train to Stansted when the train broke down half-way and I was stuck there for more than 2 hours and missed my plane.

    Had to buy another plane ticket for £110 and got a signed/stamped note from stansted express that their delay was the cause of me missing the plane. Any ideas on how to approach the issue?


    I fear that the answer is claim from your insurance! You should compensation from Greater Anglia for the delayed train but you will almost certainly get nothing for any consequential losses.

    From National Rail Enquiries:
    "When you buy a ticket to travel on the railway network you enter into an agreement with the Train Companies. That agreement gives you the right to make the journey, or journeys, between the stations or within the zones shown on the ticket you have bought. These National Rail Conditions of Carriage are also part of that agreement and they apply to all domestic (non-international) journeys by scheduled passenger train services of the Train Companies on the railway network of Great Britain.

    These National Rail Conditions of Carriage set out your rights and any restrictions of those rights. The Train Companies may give you more extensive rights than those set out here; they may not give you less unless, in the case of some types of reduced and discounted fare tickets, a Condition specifically allows for this. The National Rail Conditions of Carriage therefore set out the minimum level of service you are entitled to expect."

    http://www.nationalrail.co.uk/times_fares/nrcc/

    NRCOC Condition 42(c): This Condition 42 sets out the entire liability of the relevant Train Companies in relation to delays, cancellations and poor service. Except as shown in this Condition 42, the Train Companies do not accept liability for any loss (including consequential loss) caused by the delay and/or cancellation of any train. However, they will consider additional claims in exceptional circumstances.
  • Wail
    Wail Posts: 265 Forumite
    First Post First Anniversary Combo Breaker
    You may also want to contact London Travelwatch and your MP.

    London Travelwatch are the complaints watchdog and your MP is there to represent your interests.
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