Compensation from East Coast Trains?

abc123456

I recently had cause to complain to East Coast Trains for the appalling and uncomfortable conditions in 1st Class during a recent trip from London to Scotland.

Basically, it was the hottest day of the year and the air con in the 1st class carriage was broken causing myself, and other passengers to nearly pass out with the heat.

I had requested/demanded a refund of that part of the fare.

I received a reply from East Coast trains, apologising profusely for the terrible conditions and lack of action from onboard staff. Loads of "sorrys", but no mention of a refund.

I have contacted them twice using the online form and email, but, although they acknowledge the email, do not reply.

Is there any other course of action I can take to obtain a refund?

geordie_taxi

Very shocked with way East Coast have dealt with your case, normally their very good with complaints especially with their 1st class passengers, but then again it is a greedy train company only interested in profits.

You could try another letter of complaint, this time expressing your anger about the conditions of the train journey you undertook but also the frustration with the poor attitude displayed by their customer relations dept in not replying to your emails. Enclose photocopies of your 1st class tickets with the letter.

East Coast Customer Relations
Freepost RSRJ-LJCX-GHST
Plymouth
PL4 6AB

or send an email to the CEO of East Coast and see what happens, their PA will normally cough up some compo for you to stop bothering them.

Karen.Boswell@eastcoast.co.uk

PintAndAPie

The story of your horrific ordeal has touched my heart. Do you have a justgiving account where I can send money to help you in your desperate time of need?

wealdroam

OP, did you actually ask East Coast for any compensation, or did you just complain?

There aren't many companies out there that are going to offer money without any suggestion that that is what the complainant is looking for.

abc123456

PintAndAPie wrote: »

The story of your horrific ordeal has touched my heart. Do you have a justgiving account where I can send money to help you in your desperate time of need?

May I make a suggestion?.....why don`t you save the money to buy yourself a life where you don`t have to troll forums making sarcastic, irrelevant and unhelpful remarks !

abc123456

wealdroam wrote: »

OP, did you actually ask East Coast for any compensation, or did you just complain?

There aren't many companies out there that are going to offer money without any suggestion that that is what the complainant is looking for.

Yes, in my first post, I said that I had requested/demanded a refund for that part of the fare.

wealdroam

abc123456 wrote: »

Yes, in my first post, I said that I had requested/demanded a refund for that part of the fare.

Oh yes. Sorry. Don't know how I missed that.

The_ICT_Engineer

geordie_taxi wrote: »

but then again it is a greedy train company only interested in profits.

No it's not, the company is state owned, But it is starting to return to the standard of customer service that we had when it was British Rail.

2010

If what is suggested in post #2 fails, send them one of these:

https://www.gov.uk/make-court-claim-for-money/overview

Bet they reply to that!

agrinnall

I travelled in 1st class going the other way on what was probably the following day, and the aircon wasn't working for the first half of the journey. I suspect your train must have been a lot fuller (Edinburgh Festival-goers perhaps) than mine, as they made announcements that there were free seats in other 1st class carriages, and for those of us who didn't move (I didn't find it that hot myself) they provided as much bottled water as we wanted. Although they announced that it couldn't be fixed on the move, in fact some engineers boarded and managed to get it working, at which point it became rather chilly! When I returned a few days later they still seemed to be having trouble with it, but as I was in 2nd class (sorry, Standard Class) for that journey I wasn't affected.

jrrowleyws

Write to them and enclose your ticket and you'll probably get a refund. I cannot imagine they will compensate you without hard evidence that you travelled (ie they'll want the ticket).

Also, if you're nearly passing out why didn't you move carriages? Seems a little ridiculous!