written by jsamways on 28/11/2014
In October I had to make a mercy train journey to Stansted to be with my mother as my father was dying in hospital.
I went to March station to board a train as I had a car waiting at Stansted to take me to the hospital. The train was delayed 5 minutes initially but due to the 'lack of technology' the updates were rather delayed, eventually the train was over 40 minutes late. This was due to staffing issues 'staff arriving late' It would have been helpful if the station updated the information quicker and that CX trains managed their personnel better. Their customer complaints department is appalling the lack of understanding and empathy shocked me. They have admitted liability for the delayed train with the reasons above. Nothing will get resolved with regards to the technology issue. They really are a rude incompetent company. I will NEVER travel with them again or have anything to do with their umbrella company ARRIVA. TOTAL TRASH! as to say I did not get to my father in time but if the train was on time I would have made it to hold his hand while he died and comfort my mother.
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