Cross country amend ticket issue

[Railtyke]

Hi. I've been trying to amend tickets yesterday and today to no avail. Ive used the app and the website on my phone and also been on the desktop. On the phone I get an error msg while on the desktop it looks like it's going through then nothing happens. Seems like ever since they updated the site it's become useless at amendments. I've now lost £100+ in tickets and will have to just rebook. I won't be using cross country again. It used to work great but yet again some messing around with apps etc has caused something that worked fine to become redundant. I doubt anyone can help but it's a heads up to anyone who has booked or due to book tickets with cross country

 

[fandroid]

But surely it's worth contacting XC customer services? These things don't get cured unless dissatisfied customers point them out and make a noise. Amendable tickets with no fee were a USP (almost!) for Cross-country. Chucking away a marketing tool like that is self-defeating.

 

[AlterEgo]

The new site may be terrible but that's a high price to pay for not making a phone call.

0371 244 2389

 

[stuartl]

I had a problem amending a ticket last week. All went through OK until the final stage when I got a message saying that there was a problem with the website and to try again later. When I did go back into my account neither the old or new booking were showing. Rang customer services and a very helpful lady sorted it by getting me to book a new ticket for the amended date and then she cancelled the original ticket and refunded me the cost.

 

[Snow1964]

But surely it's worth contacting XC customer services? These things don't get cured unless dissatisfied customers point them out and make a noise.

Doesn't say very much about focus and quality of their management if they only fix their problems when they have dissatisfied a number of customers.

Rang customer services and a very helpful lady sorted it by getting me to book a new ticket for the amended date and then she cancelled the original ticket and refunded me the cost.

Just a refund ?

Was there any offer of compensation, or voucher for the hassle and inconvenience. If not that was bare minimum customer service as you had to reach out to them, and they didn't do rebooking for you.

 

[ruaival]

I echo @stuartl experience. Website on my mobile phone browser and on my desktop both failed to process an amendment having advertised one and calculated the small price drifference between original and new chosen journey ticket.

Customer services on the phone expained they can't actualy amend but once you re-book at fresh full payment, they can see that on your account so they immediately issue a full refund of original - Advance - tickets

( reason for change of Advance ticket date, for me, was potential strike action on 13th December, so same route but travelling a day earlier )

 

[gpmartin]

See also this thread: https://www.railforums.co.uk/thread...oesnt-allow-changes-to-older-bookings.293163/. I've not been able to amend a ticket on the new app/website yet, but can confirm customer services are very helpful and prompt. Trying to amend a ticket booked on the old site, on the other hand, is nigh-on impossible.

 

[akm]

See also this thread: https://www.railforums.co.uk/thread...oesnt-allow-changes-to-older-bookings.293163/. I've not been able to amend a ticket on the new app/website yet, but can confirm customer services are very helpful and prompt. Trying to amend a ticket booked on the old site, on the other hand, is nigh-on impossible.

As it happens, just two days I needed to amend two Advances booked on the old site. I phoned them up on 03447369123, went through the phone menu, gave my old transaction id (the 9-10 digit thing) and email address, and it was all sorted out. Took five minutes. So looks like the experience is variable!

 

[gembercannelle]

I could not change tickets bought on the new system this morning; so called customer services at about 9pm tonight. Despite the fact that I am travelling tomorrow a very kind lady refunded the old ticket after I bought the new one. The sad part of the story is that she told me that this issue is not going to be resolved in foreseeable future. So something that used to take minutes online and could be done at any time is now going to involve a phone call...

== Doublepost prevention - post automatically merged: 1 Dec 2025 ==

How long would it be sensible to wait for a phone call to be answered/the issue sorted? I tried to change two Crosscountry advance tickets earlier today but gave up after spending 30+ minutes on hold, as I had other stuff to do would it be sensible to request a full refund in this circumstances?