How do complaints get reviewed?

[Bayum]

A friend has been trying for the majority of the last two days to submit a complaint to XC but has had it pushed back several times due to certain characters being ineligible to be used. As it turns out, these characters were commas. Why is this? The only thought we could come up with was if AI was used initially and then reviewed by a person on appeal?

 

[AlterEgo]

By what method are they trying to submit a complaint to them?

 

[superalbs]

A friend has been trying for the majority of the last two days to submit a complaint to XC but has had it pushed back several times due to certain characters being ineligible to be used. As it turns out, these characters were commas. Why is this? The only thought we could come up with was if AI was used initially and then reviewed by a person on appeal?

What an absolutely ridiculous system they have if it can't handle commas. Pathetic.

,

 

[Bayum]

By what method are they trying to submit a complaint to them?

Via the website.

 

[AlterEgo]

Via the website.

I never bother with enquiry forms.

customer.relations@crosscountrytrains.co.uk is much easier.

 

[WesternLancer]

A friend has been trying for the majority of the last two days to submit a complaint to XC but has had it pushed back several times due to certain characters being ineligible to be used. As it turns out, these characters were commas. Why is this? The only thought we could come up with was if AI was used initially and then reviewed by a person on appeal?

Actually this rings a bell with someone else finding this same problem and flagging it here. Maybe over a year ago iirc.

 

[Randomer]

Yes thread here.

Glad to see they haven't updated the website to even close to modern standards since the last thread...

 

[saismee]

Maybe the forum should have a compendium of emails for various TOC departments stored in a pinned thread somewhere. Possibly in Disputes and Prosecutions with a disclaimer about not emailing first?