Caledonian sleeper flexipass

[bennorthyork]

Yesterday I spent 45 minutes queueing at York station to get a flexipass for another year. I had 5 vouchers from the carnet left which I hadn't used so these should have been credited towards the cost of the new flexipass and I should only have had to pay half the price.

ScotRail, who I rang before going to the station, said this should be a straightforward transaction which any mainline station should be able to sort out for me. However 45 minutes in York including ticket office staff ringing Euston and ScotRail left them still clueless and me with no ticket!

Please can anyone advise how they should process this transaction?

 

[sonic2009]

i'd ring scotrail up again like you did yesterday, and tell them the situation, and maybe ask them what you should do..

 

[bennorthyork]

I rang ScotRail back and they said they don't understand it. But the only thing they can advise is posting the tickets into them. It's more hassle posting it because I would have to send special delivery as they are expensive tickets. Then I want to pay for much of the cost in National Rail vouchers which I then need to send separately again after they receive the tickets back, again by special delivery. I also need to get all this done in the next 2 weeks!!!!

 

[rail-britain]

York station were on the phone to ScotRail and couldn't process their request
Surely a suitable outcome should have been possible, "I've got these and that is how I want to use them"

Phone ScotRail with your request, get a case reference number, then send them special delivery; get a receipt and photocopy it

Next complain to East Coast, in the complaint put that you visited York and the transaction failed possibly due to lack of training
As a result you had to send them direct to ScotRail, including a copy of the receipt
You therefore want a full cash refund of this cost as this was unneccesary

Sending Special Delivery on Saturday or Monday, they will arrive on Tuesday; well within the two weeks
Within the letter put the item has to be returned on or before 3 business days, so you should have it back the following week