I called train company East Coast on Christmas Eve to book a ticket from London to Brough (near Hull) for the same day, for which I paid £96.80. I was given a reference number and reassured several times that the ticket would be ready for printing at the ticket office. I got to Kings Cross at 6pm for a 6.30pm train, but the ticket would not print.
I went to customer services but the man there was rude and unprofessional. I explained I had the printout of the telephone transaction but he said there was nothing he could do. So I had to buy another ticket for £96.80.
I have sent you a copy of my bank statement proving I had to pay twice for the same trip. I have made several complaints to East Coast, and months later it has still done nothing. CP, London
Your outward journey from London to Brough predated the chaos at London stations when thousands of travellers had their journeys disrupted by cancelled trains and problems at Finsbury Park, after which East Coast was inundated with applications for refunds. What was odd about your case was that East Coast had replied to you and asked you for proof of your travel plans and journey.
While you complained about having to pay twice, the train company’s concern was that there were two sets of tickets in circulation – both of which could be used – in breach of national conditions of carriage. By the time we intervened, your complaint had travelled (hopefully not by train) all the way to the managing director’s office.
The good news is that as a result of executive intervention you will get a refund. A Virgin Trains East Coast spokesperson told us: “We endeavour to resolve customer complaints or concerns as quickly as possible. However, in this instance the claim was delayed because we did not receive sufficient documentation.”
The advice is to always keep hold of old tickets and printouts as proof of travel.
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