Home News Mr Justice
Postal glitch leads to train ticket refund delay
Mar 20 2011 Sunday Sun
IT was just the ticket when David Thomas asked for my help over a train refund.
David had purchased tickets for a journey from Newcastle to Nottingham, but the trip was cancelled because of overhead cable problems.
He asked for my help because of difficulty getting a refund from East Coast Trains.
David, of North Shields, North Tyneside, said: “No trains were able to leave Newcastle. We had an 18-month-old baby with us and the temperature was cold, so we decided not to travel on a later train.
“We sent the tickets back to claim a refund but, almost 10 weeks later, we have had no correspondence nor confirmation we are entitled to the a refund.”
I asked John Gelson, a spokesman for East Coast, and he had good news just a few hours after my inquiry.
He said: “I’m glad to report this matter has been resolved and the customer is happy with the outcome.
“Mr Thomas did post his tickets back to us but, unfortunately, sent these by regular post. Our website advises customers posting tickets or other documents relevant to a refund claim to do so by special or recorded delivery.
“The envelope containing the tickets didn’t reach our web support/customer relations team.
“As a goodwill gesture to Mr Thomas, we have arranged for him to receive a £40.90 refund in e-vouchers which can be used for his next booking via the East Coast website.”
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