Cross Country Ticket Problem

[Essexman]

I booked anytime first class single tickets from Oxford to Shrewsbury for my elderly parents. (12.39 from Oxford). Unfortunately it wasn’t until the tickets arrived that we realised they change trains at Birmingham New Street. They usually change at Wolverhampton which is obviously much easier.

I called Cross Country ‘customer service’ to try to get the seat reservations extended to Wolverhampton and the booked assistance changed to there.

Unfortunately the person I spoke to in India seemed to lack knowledge of UK railway geography and was constrained by his computer system. He was adamant that the train did not go through Wolverhampton and the ticket would not be valid by that route. Obviously both incorrect.

I therefore had to give up. Can anyone suggest how I can get these tickets changed?

 

[alistairlees]

Ask XC via Twitter to make the reservations you want. These are Anytime tickets, so they should just do it. No need to change the old reservations, or even mention them. Just leave them. Alternatively go to any station, and ask them to do the reservations you want.

 

[furlong]

If you booked assistance, the details are here - https://www.crosscountrytrains.co.uk/customer-service/travel-assistance - with a form and phone numbers

 

[221129]

I booked anytime first class single tickets from Oxford to Shrewsbury for my elderly parents. (12.39 from Oxford). Unfortunately it wasn’t until the tickets arrived that we realised they change trains at Birmingham New Street. They usually change at Wolverhampton which is obviously much easier.

I called Cross Country ‘customer service’ to try to get the seat reservations extended to Wolverhampton and the booked assistance changed to there.

Unfortunately the person I spoke to in India seemed to lack knowledge of UK railway geography and was constrained by his computer system. He was adamant that the train did not go through Wolverhampton and the ticket would not be valid by that route. Obviously both incorrect.

I therefore had to give up. Can anyone suggest how I can get these tickets changed?

I'm.not sure who you rang but XC Customer Relations are in Birmingham.

 

[WesternLancer]

I booked anytime first class single tickets from Oxford to Shrewsbury for my elderly parents. (12.39 from Oxford). Unfortunately it wasn’t until the tickets arrived that we realised they change trains at Birmingham New Street. They usually change at Wolverhampton which is obviously much easier.

I called Cross Country ‘customer service’ to try to get the seat reservations extended to Wolverhampton and the booked assistance changed to there.

Unfortunately the person I spoke to in India seemed to lack knowledge of UK railway geography and was constrained by his computer system. He was adamant that the train did not go through Wolverhampton and the ticket would not be valid by that route. Obviously both incorrect.

I therefore had to give up. Can anyone suggest how I can get these tickets changed?

Hi - ring the XC Journey Care number 0344 811 0125 - not general customer services number (unless you already did!) - last time I dealt with them on behalf of older relative they cut through the problems, issued new reservations with no complications, booked the assistance to change etc - ie on the basis of my verbal request and description of the passengers needs. They could not have been more helpful.

They need 48 hours notice - or so it says in the preliminary pages (p6_ of the XC scotland / NE to SW) timetable booklet which covers that route.

 

[Essexman]

Thanks for the replies.
I had rang the customer service number on Cross Country’s booking confirmation 0371 244 2389

 

[Wallsendmag]

Thanks for the replies.
I had rang the customer service number on Cross Country’s booking confirmation 0371 244 2389

Trainline

 

[Essexman]

Trainline

That’s strange as is booked with Cross Country. But it explains why they were useless.

 

[Bungle965]

That’s strange as is booked with Cross Country. But it explains why they were useless.

CrossCountry use Trainline's booking engine that's why you would have ended up with their number.
Sam

 

[Essexman]

Cross Country Journey Care were very helpful and sorted out the amended reservation and assistance.

Thanks for advice here.