LNER County Court Judgement

[Skie]

Indeed. Especially at large organisations. This kind of thing goes off into an enormous in-tray or routed to an overworked legal or compliance team, and default judgements often happen.

But if the same happens with a passenger, they get the book thrown at them and can end up with all sorts of bother.

 

[Sonic1234]

But if the same happens with a passenger, they get the book thrown at them and can end up with all sorts of bother.

Although this whole debacle will have cost LNER many times more than if they just processed the refund correctly in the first place.

Well done to the OP. Customer service standards on the railway will only improve if poor service costs them more.