In the past couple of weeks both Southern and Southeastern trains have been caught doing dumb things to customers. I did a pretty dumb thing to myself recently which East Coast trains were very helpful in undoing.
I arranged a trip to Peterborough only to find I’d double booked myself. I spotted this shortly after booking my cheap no refunds no flex fare. I called Lyndsay at East Coast to ask for help and they confirmed the transaction had gone through exactly as I’d booked it. The tickets were already on their way. Lyndsay suggested that I rebook the journey at the correct time and then she kindly agreed to refund my error, in full. I returned the wrong set of tickets and sure enough, the money was refunded to my credit card.
I also had a completely hassle free journey when I travelled, and I took advantage of their free on board wi-fi.
Good work East Coast, and thanks Lyndsay.
Image courtesy of the Library of Congress
This just arrived from the web support team at East Coast:
“Dear Mr Shaw
Thank you very much for your kind email.
Lyndsay is delighted at the positive feedback, and we have printed a copy of your blog entry to put on our wall. We really appreciate it that you have taken the time to tell us and your readers about your experience.
Kind Regards – Ronan”
You gotta love it!
This just in from Quentin Kopp:
“The detail of service seems to vary from wonderful to “more than my jobs worth” sadly within the same train operating company. In support of East Coast, the quality and accuracy of information, which they provided about which trains were running, both on line and at stations was easily the best during the major snow disruptions in January of the companies operating between London the Midlands and the North East.”