Help with Crosscountry delay repay

[mickey]

Does anyone know of a way to get through to XC on delay repay? They’ve twice rejected a (valid but admittedly slightly complicated) claim and I‘d like to provide written details to help it go through, but it appears impossible - even the appeal only allows a repeat submission of the same details, and they don’t actually tell you what they think is wrong with it.

It’s annoying that with their recent dramas that they’re trying to weasel out of paying. For other TOCs who do the same there’s at least a way to appeal to a human (e.g. LNWR, whose customer service agents have some authority here). Even GWR now approve everything I submit without playing games, but I can’t find a way to get through to XC.

 

[AlterEgo]

Email their customer relations team. Customer.relations@crosscountrytrains.co.uk

 

[WolvertonWorks]

Back at the end of September I had a complicated delay repay claim that wouldn't fit into XC's online claim facility.

So I emailed the information, along with copies of all the relevant tickets, to their customer relations address.

I rec'd an automatic response with a case number saying that they were very busy but that I should receive a response within 28 days.

End of October I rec'd an email saying they had a large backlog and would get to my case as soon as they could but not to reply to the email as that wouldn't speed things up.

Having not heard anything further by almost Christmas I was wondering if they'd closed my case without telling me so I googled and found a phone number and on 23rd December early afternoon tried ringing.

I spoke to a very pleasant young lady who apologised for the delay and explained that they have a huge backlog and cases are put into streams depending upon their nature, ones like mine being in the least important one.

Having given her the case number she had a quick look, said that she could see that I was due delay repay and had provided all the information required and that she'd move my case into her work stream.

Following day I had an email saying I would be receiving my money. I haven't checked whether it's actually gone into my bank account yet.

So Mickey email them at customer relations and keep a note of the case number in their autoreply and then expect a potentially long wait before you get dealt with.