National Express policy change promise is tosh

Aug 24 2008 by Mr Justice, Sunday Sun

A TRAIN operator told a customer they were considering changing a controversial policy over refunds.

National Express promised Lynn Poole they were reviewing the policy after she was forced to buy two sets of tickets at different prices for one journey.

But she was refunded the smaller amount instead of the bigger amount.

A letter from the company said the policy was being looked at for customers in Lynn’s position. But I can reveal the promise was a load of tosh.

Lynn had paid for two cheap tickets on the internet from Newcastle to London but her credit card was subsequently stolen.

When she tried to collect the tickets on the day of travel she was not allowed to board. Bosses wanted to see the card on which the booking was made.

Lynn — travelling with her father — had to buy two new tickets at full price before she was allowed on the train.

She asked for a refund on the more expensive tickets but was given a refund on the cheaper ones instead.

And that’s when National Express made a mess of her complaint. Their letter said: "To prevent fraud, the card used must be present to collect tickets. Stations will not release the ticket without the card.

"The decision is a directive from our head office but we are looking into changing this procedure for customers who have had their cards stolen."

Oh no they weren’t.

A spokesman told me: "The advice given in our letter was incorrect and a senior manager will speak to the writer to ascertain where the misunderstanding has arisen.

"It remains a requirement that, to collect tickets, someone must be in possession of the cards used to order them . . . a necessary step if we are to deter fraud. However, we will consider a refund in exceptional circumstances and on a case-by-case basis."

National Express have now agreed to refund the higher amount.

The spokesman said: "While our senior manager is satisfied that the matter has been dealt with correctly, he is willing to offer to refund the cost of the higher priced tickets as a gesture of goodwill.

"That would be subject to the customer being able to supply the crime number relating to the credit card theft or some other evidence that the matter is being investigated by the police."

Lynn, of Seaton Sluice, Northumberland, said the theft was instead reported to her card company. She remains convinced the policy is wrong.

She said: "It is nonsense, as airports will happily release tickets on other forms of identification from an online booking. That means processes can be put in place on railways too."