matthewluck
Member
- Joined
- 6 Aug 2012
- Messages
- 76
I've grown tired of contacting customer service departments where little or no follow-up action is taken. I've sent an email to the MD, Nick Donovan and would be keen to hear what you all think of this situation:
Dear Nick,
On the XX:XX from Lancaster to Carlisle today 14/04/2022, I used a complimentary ticket that I was sent following a delay and this was gratefully received.
XXXX, the Conductor who joined the train at Barrow checked my ticket and said that I needed to write on a return date.
I explained that I genuinely don't know when I will be returning and will write the date on when I use it.
She was quite unpleasant in her tone. I pointed out that it says nothing about writing on the return date. She said that if I didn't fill it out, the ticket could be used over and over again. This has never been my intention.
I explained that once I have written a date on the ticket in ink, the ticket will only be used on that day. I'm not sure why she could not understand this.
She has written 'Customer refused to fill in return date on my ticket.' This is not the case, I genuinely do not know when I will be making the return journey. I will use it the next time I need to travel from Workington to Lancaster.
She returned showing me ticket terms and conditions on her phone on the National Rail website. These stated nothing about complimentary tickets or Northern tickets and writing on the return date.
It seems she is looking for a problem when one does not exist. I have explained that I will write on the date once I know when I will be making the return journey.
Nowhere on the terms and conditions on the reverse of the ticket does it state that I need to write the return date on the ticket. I am only required to write the date of my journey and that is what I have done.
I have attached photos of the ticket.
Please could you let me know your thoughts on this?
Regards,