RAILWAY APOLOGISES OVER REFUND DELAYS
‘WHEN DO WE GET A REFUND?’ Some customers are still owed £150
A TOURIST attraction has apologised for the delay in refunding people after their winter attraction which had to be closed.
Churnet Valley Railway was forced to cancel its Santa and Steam Adventure last Christmas due to the coronavirus pandemic.
It comes after customers have called in trading standards after waiting weeks for a refund.
A statement from Churnet Valley Railway said: “Despite our ongoing efforts, the January lockdown has resulted in a delay to our refund schedule – notably securing our own refunds from our suppliers, who equally find themselves in a similar position to ourselves.
“We will continue to keep customers informed, however, as matters currently stand it will be some 14 – 21 days before we will be able to commence refunds. As previously indicated the oldest bookings will be refunded first.
“A number of customers have kindly agreed to us carrying forward their purchase from the Santa event into 2021, for which we are grateful.
“If any other customers are interested in doing so, please contact our office with your booking reference number and email us at enquiries@ churnetvalleyrailway.co.uk
“We apologise for the delay and greatly appreciate your patience in this matter.”
Some customers said they are owed at least £150. Ashley Baker said: “They owe us £130. We have been waiting since the start of December.”
Joanne Lewis said: “I am still
pwaiting for my refund. At the end of the day people are entitled to their money back.”
Abbie Hughes added: “We have been told they are waiting for refunds themselves but that isn’t our fault.
“They can’t even give us a date yet to get the refund. Meanwhile, some of us are owed at least £150.”
Trading Standards is advising customers to call the Citizens Advice consumer services helpline on 08082 231133.
Staffordshire County Council cabinet member Victoria Wilson said: “Trading Standards is unable to get involved in individual disputes for consumers.”
She said the helpline will provide free, confidential and impartial advice on consumer issues.