Review Time
Due to signal failures at Leeds Station my train from Liverpool to York was abandoned at Leeds & I was forced to make my own way back to York. Despite reassurances when leaving Liverpool that the journey would be completed this was not the case. No communication from staff at Leeds & no replacement buses or taxis laid on. I was forced to take an Uber taxi home at a cost of £50. TPE are now trying to avoid reimbursing me through blatant lies & ignorance. I am a disabled person & the customer service I have received is abysmal. Be warned!!
So I have very mixed feelings about this . We travelled first class down to the airport last Wednesday. Service was fabulous and I couldn’t fault it . Young girl was told to Meet and Greet first class customers and she was really good . However the way back was a different story . We seemed to be the only ones who actually had first class tickets ! The carriage was overwhelmed with people who either had big standard tickets or no ticket at all !! I had kids sitting at my feet for some part of the journey all on tablets all playing games and the noise was incredible . Nobody asked for tickets or to see them . Maybe next time I’ll just blag my way into first class for £10 .
I recently organised a work daytrip to Newcastle and booked my tickets via Transpennine Express. At the outset I made an error and booked the return tickets for the following day, not the same day. So, I followed the process on their website to amend the date of the return tickets which involved paying a £27 fee for the higher price of the new same day return tickets and an admin fee. I got a confirmation email telling me we'd booked the new tickets and seat reservations, however the actual tickets themselves never materialised neither via email or on my account on TransPennine's website.I called the TransPennine Express customer helpline and was told that due to a computer error my change of tickets had not been processed and my only recourse was to repurchase the tickets and request a refund for the old ones. This posed a few issues. First, the tickets I needed together were now £30 more expensive. Moreover, as I was paying out of pocket for a sizeable group trip that would not be reimbursed by work for several weeks. I could barely afford the initial cost let alone the further £99. I was also shocked that I was told I was not eligible for any refund for the £27 fee I'd paid to change the tickets in the first place, even though the error was a result of Transpennine's computer system. I was told by Sammy on the phone that if I rebooked the tickets and requested a refund, I would at least be given reimbursement for the £67 I'd spent originally on the return tickets. Today I got an email telling me my refund request was rejected, which led me to reach new lows of disappointment.All in all, while I made a small initial error, the failures of their system and customer service unnecessarily cost me over £50 additionally that I really couldn't afford and wasn't able to get reimbursed. I've reapplied for a refund but I am just incredibly disappointed and sad about this issue.Another element which was very frustrating was that I had to call Transpennine Express customer service four times and each time I waited on hold for over half an hour. While I don't expect to immediately go through to an operator, over 35 and in one case 45 minutes is an extremely long time to be on hold and suggested to me they were understaffed and overworked. The staff also didn't seem to know what to do when it went wrong and couldn't understand why my tickets hadn't come through.Overall an incredibly stressful experience and means I will avoid TP at all costs from now.
We bought a 1st class return for 2 people from Hull to Manchester Victoria costing £169, the journey from Hull to Manchester was fine but the journey from Manchester stopped at Leeds and we were told there was a delay of around 30 mins, anyway it was more like 40 mins before we were told to get off the train and get on the one following now that took another 10 mins to arrive and it was full so we had to stand from Leeds to Hull and we were about an hour late back to Hull. We have filed a compensation claim with Trans Pennine and have been told we MIGHT receive a £20 refund. DISGUSTING SERVICE.
We were delayed for about an hour and a half yesterday coming from Lancaster to Glasgow central. We were encouraged to seek compensation while on the train. I've spent time tonight trying to do it but have given up. It's obviously designed to stop you applying!
My sister got a TP train from Preston to Glasgow yesterday at approx 17.00 hrs . Travelling with a 3yo and luggage is no mean feat ! Carol could not praise the staff enough for all the help and attention on board the train , in particular, a young girl by the name of Chloe . The attention given made the journey so much easier and quicker .Thank you all but special thanks to Chloe ..
I've booked a train to the airport and it was cancelled 3.5 hours before departure, with no explanations.I had to buy a ticket at the last moment for another service and pay twice as much.Their refund portal is an awful piece of ... As if it was made to make the claimers just give up. I really hope the refund will come through, though.In one of earlier issues, customer service also did not help.
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