Passenger back on track after train ticket refund

Andrew Lamb is quids in after Raw Deal helped resolve an issue he was having getting a refund from a rail company.

He was due to travel from Dundee to Edinburgh last month with his wife but had to call off after a family member became ill. The return tickets cost £45. “I had to cancel due to my elderly mum taking unwell,” said Lamb, from Fraserburgh, Aberdeenshire.

He contacted rail firm LNER about the issue and received an email with a case reference number.

“Weeks later there was still no sign of my cash,” said Lamb. “I found LNER very hard to make contact with and yet they were still emailing me persistently with offers and information about things like rail closures.

“It’s not a huge amount of money but it’s surely mine, given that my wife and I did not travel and I had informed them of the situation and was given a case reference.”

In frustration, he appealed to Raw Deal – and it wasn’t long before he had his money back.

LNER said: “We have followed up with our customer service team and they have advised us that the money has been refunded to the customer. An email has been sent to the customer directly to advise him of this.”

Lamb said he was grateful to Raw Deal for stepping in. He added: “You have achieved in days what I couldn’t do in months.”