Grand Central Railways

Eritreas_arm

Was travelling from Sunderland to London 10 days ago with a pre-booked Grand Central train ticket. GC cancelled the train so I needed to make alternative travel arrangements. Since then it has been impossible to get any response from GC as to what to do.

Their 'customer services' phone line just rings and rings - have been on hold to them for over an hour (and have tried to call at different times of the day). I have emailed them (sending my e-ticket) and have received a generic response saying they will get back to me within 28 days. Given I was booked on a specific train and they cancelled the train common sense suggests they should just automatically refund the cost to my card .... although I know common sense rarely works in cases like this.

Anyone have any suggestions as to how to get GC's ear?

Needless to say, I would not recommend GC to any fellow passengers!

geordie_taxi

You could try and email the CEO's PA, they will either pass it over, with a bit more urgency, to their customer services dept or just pay you some compo for you to go away and stop bothering them.

[STRIKE]Tom.Clift@grandcentralrail.com[/STRIKE]

Or take up the issue with Passenger Focus

http://www.passengerfocus.org.uk/contact

Edit: Tom Clift sadly no longer CEO

yorkie2

Eritreas_arm wrote: »

Was travelling from Sunderland to London 10 days ago with a pre-booked Grand Central train ticket. GC cancelled the train so I needed to make alternative travel arrangements. Since then it has been impossible to get any response from GC as to what to do.

You would, of course, have been permitted to take East Coast and connecting services, had you wished to make your journey by rail.

Eritreas_arm wrote: »

Their 'customer services' phone line just rings and rings - have been on hold to them for over an hour (and have tried to call at different times of the day). I have emailed them (sending my e-ticket) and have received a generic response saying they will get back to me within 28 days. Given I was booked on a specific train and they cancelled the train common sense suggests they should just automatically refund the cost to my card .... although I know common sense rarely works in cases like this.

As the train was cancelled and you chose not to travel, you are entitled to a refund of the unused ticket.

Eritreas_arm wrote: »

Anyone have any suggestions as to how to get GC's ear?

As Geordie Taxi says, contact Passenger Focus.

Tom Clift stepped down at Grand Central in February 2012, and sadly died a few months later.

geordie_taxi

yorkie2 wrote: »

Tom Clift stepped down at Grand Central in February 2012, and sadly died a few months later.

Sorry to hear that news, best I go and check the rest of the names in my ceo database.