Cross Country -Unhelful Customer Relations & disfunctional

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Cross Country Trains
★☆☆☆☆
1.4
From 255 reviews
8.0% of users recommend this

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kelabit9077's review of Cross Country Trains

“Cross Country -Unhelful Customer Relations and...”

★☆☆☆☆

written by kelabit9077 on 19/11/2015

I bought online a return Glasgow-Penzance. Entered my Rail Card detail but during the transaction the page reset itself and omitted the Rail Card. Found myself £80.00 overcharged.
Called Cross Country Customer Services and spoke to a woman who seemed to be especially trained to be unhelpful who told me that it was my own fault.
The result is that I elevate this to Citizens Advice (and maybe also the Financial Ombudsman)......and also denigrate Cross country with this negative review.

The trip Glasgow-Penzance takes over 11 hours and when I saw the seating and tiny amount of legroom I asked to guard to upgrade me to 1st Class (£105.30). At Penzance I asked the station booking office to upgrade my return trip and was asked for £250.00. When I told him about the earlier upgrade for £105.30 he said that the onboard train staff don't know the rules and it would be £250.00 to upgrade. I walked. At 6.30am next day I asked on the onboard train to upgrade and was asked for £105.30........

Conclusion: Cross Country is one very screwed up and customer unfriendly company - best avoided.

  • Train

    Bus / Train

  • Reliability

  • Value For Money

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Sniffingmoose's Response to kelabit9077's Review

Written on: 25/11/2015

Complain via email or in Writing to Crosscountry. They will give you a case number so if you are not happy then you take the complaint to Passenger Focus. Citizens Advice (and maybe also the Financial Ombudsman) have no clout with the railways. My advice if you do Glasgow to Penzance again. Catch the Virgin Train to Birmingham and change at Birmingham for Crosscountry to Penzance. The virgin Pendolino trains are a bit better have more coaches and believe it or not it may be quicker as the Virgin train goes to Birmingham via the shorter west coast route. You may also find you save money by splitting your ticket at Birmingham.

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Lochgoil's reply to Sniffingmoose's Comment

Written on: 25/11/2015

Hi Sniffingmoose,

Thank you for your very helpful comment and advice which I will take.

It's most public spirited of you - thanks again.

Kelabit.

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Lochgoil's reply to Sniffingmoose's Comment

Written on: 25/11/2015

Hi Sniffingmoose,

Thank you for your very helpful comment and advice which I will take.

It's most public spirited of you - thanks again.

Kelabit.

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