Getting train ticket refunds and compensation – don’t let them railroad you

It was the journey from hell. The train did not stop where it was supposed to and we ended up around 40 miles from our destination and an important family lunch.

The assistance promised by the rail company didn’t materialise and we ended up taking a £70 taxi ride and having to race off early to get our train home, as the tickets we booked (not knowing how late we were going to arrive) specified that we took a particular train.

Okay… gloves on:

DBISH! I wrote a clear letter detailing the specific failings of the rail company and attached the booking confirmation and taxi receipt,
BASH! I sent it to the chief executive at the company’s head office. You’d be suprised how easy it is to find these details thanks to the jolly old internet. Firing off letters that simply say “Sir/Madam” or “Customer services” just don’t pack the same punch.
BOSH! I received an acknowledgement in three days and then a full response with the promise of a refund of the return ticket costs and the taxi journey, to be paid into my bank account within two weeks. Plus two free train tickets.

Train ticket refunds and compensation – what works and what doesn’t

It’s easy enought to have a good old grumble and and possibly email ‘customer services’ (when you get round to it). And get nowhere.
Emails can be a good starting point but can get ignored or overlooked. Customer services staff often do not have the authority to pay compensation that falls out the everyday.
So next time you’re stuck in a tunnel because of faulty leaves on the line…
Check out our rail compensation letter template that we orginally developed to cope with the rotten winter weather
Claiming rail compensation