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Thousands complain over lockdown rail refunds
Oct 30, 2020
Around 10,000 complaints relating to ticketing and refunds on Britain’s railways were dealt with between April and June.
Thousands of train passengers complained about ticketing and refunds following the coronavirus outbreak, new figures show.
Analysis of industry data by the PA news agency shows around 10,000 complaints relating to coronavirus were dealt with between April and June.
This was when many passengers claimed pay outs for tickets they could no longer use due to lockdown travel restrictions, including annual passes worth thousands of pounds.
The analysis is based on Office of Rail and Road data for Britain’s railways.
Concerns raised over refunds during the coronavirus pandemic include requests to pay £10 admin fees, the need to physically go to stations to hand in tickets, and whether claims would be backdated to when the stay at home advice was issued on March 17.
David Sidebottom, director of watchdog Transport Focus, said passengers faced “a lot of uncertainty” with “large sums of money” at stake.
He went on: “We pressed operators to ensure passengers were kept in the loop on the refund process, and crucially, that season ticket claims were backdated to when the stay at home message was delivered.
“The Government’s decision last week to waive the admin fee on changes to Advance tickets for journeys affected by new local lockdown restrictions was good news for passengers and something we had called for.”
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