Refund in the form of a cheque

[Tom B]

I traveled by NXEC at the start of June, train was about an hour and a half late so I submitted a delay repay form. They've still not got back to me, you can never get through to customer services on the phone and the lovely people at the station refuse to do anything other than give you the phone number.

By the time my refund comes through, in National Rail vouchers, I'll no longer have any real use for them - over this summer I could have used them many times - but outwith the holidays I buy all my tickets online.

Considering the fact that they have broken their passengers charter (by not replying within 28 days), would that class as a circumstance under which I could ask for a cheque - which would be of more use to me?

 

[dan_atki]

I believe the reason that such refunds are not handled at stations is due to fraud. If they centralise the system (in customer services) then this gets reduced somewhat.

Regarding the delay in response, NXEC have had technical problems of late with their delay repay system and this may be the case here.

You could always ask them for a cheque and stating it would be more useful to you. It's true what is said elsewhere here - if you don't ask you don't get. After all it says on their site too that compensation is normally vouchers - so there are instances when they're not.

Another strange thing I noticed too is that you can use the vouchers to buy tickets on their telesales line! How does that work? :?

 

[rail-britain]

Another strange thing I noticed too is that you can use the vouchers to buy tickets on their telesales line! How does that work?

You make the booking then quote the voucher numbers
You then need to send the vouchers to the address they provide

 

[Tom B]

I meant, the staff at the stations could perhaps have given more of a clue then "you'll have to ring customer relations" - when I was asking why customer relations weren't answeing the phone.

I wouldn't mind the delay if only they had written or emailed or answered the phone and explained it!

 

[dan_atki]

You make the booking then quote the voucher numbers
You then need to send the vouchers to the address they provide

Ah I thought you must have to send them off somewhere!

I meant, the staff at the stations could perhaps have given more of a clue then "you'll have to ring customer relations" - when I was asking why customer relations weren't answeing the phone.

I wouldn't mind the delay if only they had written or emailed or answered the phone and explained it!

I do have to admit that is rather silly advice, and IMO they should be told to tell customers who ask that there are currently delays.

 

[rail-britain]

Ah I thought you must have to send them off somewhere!

You do, details are given when you make the booking AND they must receive them before the tickets are issued
Easy enough for advanced purchase
I've done this twice and then gone to Glasgow Central and done the swap there, tickets ready for collection

 

[djw1981]

They are handily transferable, so find a friend at Uni..... or someone you trust on here an Paypal / cash convert!

 

[rail-britain]

Just don't let anyone catch you transferring the vouchers to someone else
Most now have the original passengers name on them, and it has been known for the person presenting the vouchers to be asked for ID

 

[schmoo_smith]

what happens if you were a tourist and applied for a delay repay, would they still pay in vouchers? after all what use would national express vouchers be to someone who may never come back to the country for a re-visit.