Cross Country Trains issue

*Steevo*

I sent the following complaint to CC Trains via Resolver because they didn't send me the tickets I purchased:

Dear Customer Relations Team,
Ticket number or booking reference: B2842HLC,
Account Reference: XC160927BC02
I am experiencing the following issue: I booked two tickets earlier today, from Gloucester to Cardiff Central. I received the below booking confirmation which stated a separate email with instructions on how to access my tickets would be sent to me within 2 hours. I never received this email, and cannot understand what has happened.
Since the goods were not delivered to me and able to be used, I would like a full refund please.
To action this I would like you to Refund my purchase.
I look forward to a response within 7 days of this correspondence.
Please reply to my resolver email account as I would like to keep all of my communications in my personalised complaints case file.
Yours faithfully



Here is the response I received via my email address:

Dear Mr Stevens
Thank you for your correspondence with my colleague Graham.
I understand that you have asked for a refund of your print at home ticket because you state it was not received after making the booking. As Graham advised, when making the booking, the email confirmation advises that your tickets will be sent to you within 2 hours. We would expect any passenger that had not received their tickets within this timeframe to contact us very shortly afterwards. As you did not contact us until approximately 11 hours after your booking, I am afraid we cannot issue a refund. The main reason for this is that once a print at home ticket is issued, we have no way of preventing a passenger printing and using it. This is why the tickets are non refundable and non amendable.
We have also checked with our back office team who have informed us that once the confirmation email is sent the tickets follow shortly so it may be the case that the ticket email went into your junk or spam folder?
I also note that your latest email through a resolver email address seems to quote this same refund request yet the booking reference on this resolver email 'B2842HLC' is different to the reference you have provided to us originally '2252054531'. We do not respond to resolver email addresses.
I am sorry if this was not the reply you were looking for however, if you remain unhappy with our response you can contact Transport Focus, the consumer body set up to protect rail users' interests. It also helps with appeals for customers who are unhappy with the response they get from their train company. You can reach them at:
Transport Focus
RTEH-XAGE-BYKZ
PO Box 5594
Southend on Sea
SS1 9PZ







Are they correct in their stance?

wealdroam

*Steevo* wrote: »

I sent the following complaint to CC Trains via Resolver because they didn't send me the tickets I purchased:

Dear Customer Relations Team,
Ticket number or booking reference: B2842HLC,
Account Reference: XC160927BC02
I am experiencing the following issue: I booked two tickets earlier today, from Gloucester to Cardiff Central. I received the below booking confirmation which stated a separate email with instructions on how to access my tickets would be sent to me within 2 hours. I never received this email, and cannot understand what has happened.
Since the goods were not delivered to me and able to be used, I would like a full refund please.
To action this I would like you to Refund my purchase.
I look forward to a response within 7 days of this correspondence.
Please reply to my resolver email account as I would like to keep all of my communications in my personalised complaints case file.
Yours faithfully



Here is the response I received via my email address:

Dear Mr Stevens
Thank you for your correspondence with my colleague Graham.
I understand that you have asked for a refund of your print at home ticket because you state it was not received after making the booking. As Graham advised, when making the booking, the email confirmation advises that your tickets will be sent to you within 2 hours. We would expect any passenger that had not received their tickets within this timeframe to contact us very shortly afterwards. As you did not contact us until approximately 11 hours after your booking, I am afraid we cannot issue a refund. The main reason for this is that once a print at home ticket is issued, we have no way of preventing a passenger printing and using it. This is why the tickets are non refundable and non amendable.
We have also checked with our back office team who have informed us that once the confirmation email is sent the tickets follow shortly so it may be the case that the ticket email went into your junk or spam folder?
I also note that your latest email through a resolver email address seems to quote this same refund request yet the booking reference on this resolver email 'B2842HLC' is different to the reference you have provided to us originally '2252054531'. We do not respond to resolver email addresses.
I am sorry if this was not the reply you were looking for however, if you remain unhappy with our response you can contact Transport Focus, the consumer body set up to protect rail users' interests. It also helps with appeals for customers who are unhappy with the response they get from their train company. You can reach them at:
Transport Focus
RTEH-XAGE-BYKZ
PO Box 5594
Southend on Sea
SS1 9PZ







Are they correct in their stance?

"Are they correct in their stance?"
Yes they are.

If you think it worth it, why not follow they suggestion and contact Transport Focus?

Voyager2002

Would the tickets have been valid for travel on the day on which they were purchased? If not (for example if they were advance purchase tickets valid only on a date in the future) then CC's reasoning collapses.