Northern Rail – Questions & Answers

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Asked by Nothappypersonage on 28th August 2017 Report this content
Why does it take 5 working days for you to reply to letters and e mails? other companies such as Virgin trains reply within 3. I sent a letter to Northern rail on 17th August about my train journey from Stocksfield to Newcastle on 13th August, I was due to get a connecting train from there to Edinburgh. To be brief, the train was full of Newcastle supporters so I had to stand all the way holding on to my heavy suitcase( I had been on holiday)to stop it falling over. The conductor was not able to issue tickets either as we were squashed together like sardines. When the train arrived at Newcastle I asked the conductor if I could pay my fare, he told me not to bother. I ended up having a massive anxiety attack ( I have GAD). I immediately e mailed Northern rail to explain my situation. A reply came 3 days later from Customer services who told me to send a cheque and a letter explaining my situation. I did so and included the e mail from Customer Solutions. I have had to get help from my local CAB who rang up on my behalf, I also spoke to customer services who told me 'not to worry'. As a result I have had to undergo counselling sessions.This whole thing has made me very frightened and anxious. I also telephoned again today 30th August, the customer services adviser just told me 'admin will get your letter and they will pass the cheque to Passenger accounts ( whoever they are). Again I was told I had done the right thing and not to worry ( easier said than done).

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