Rail company appeals for customers affected by ticket machine error
Jubilee Bank Holiday rail passengers who bought tickets from self-service machines at eight stations between Radlett and Bedford could be entitled to a part refund, says First Capital Connect (FCC).
All day on Monday and Tuesday, June 4 and 5, a system error meant one of two types of machine did not offer customers the best, 20% discounted super off-peak weekend ticket to and from London at the following stations: Bedford, Flitwick, Leagrave, Luton, Luton Airport Parkway, Harpenden, St Albans and Radlett.
FCC is sending automatic refunds for the difference – which could be in the region of £5 – to everyone who paid with either a credit card or debit card. Travellers who paid in cash – thought to be 350 in total – should contact FCC direct at firstname.lastname@example.org (see editor’s notes for full details).
Any money not claimed within two months will be donated to the charity Railway Children.
The super off-peak tickets were available at ticket office windows and online.
FCC Customer Service Director Keith Jipps said:
"We apologise for the inconvenience this has caused some of our customers and are working with the ticket machine supplier to ensure this does not happen again.
"Now we have confirmed the full extent of the problem, we are pushing through automatic refunds for the difference for customers who paid by card and are asking customers who paid cash to contact us.
"We will donate any cash purchase refunds not claimed within two months to the charity Railway Children."
1. Super off-peak tickets are valid only to and from London. Customers can check what they should have paid, station by station at www.firstcapitalconnect.co.uk.
2. Customers who paid too much by credit or debit card should check they have been refunded the difference in their next statement.
3. Customers who paid in cash should contact FCC at email@example.com, ideally with their tickets or as many details as possible (of when they travelled – day and approximate time – the station, the type of ticket bought and the value) so this can be checked against the ticket machine’s records. They can also post details to FCC Refund, First Capital Connect, 3rd floor, Hertford House, 1 Cranwood Street, London EC1V 9QS. Customers with the original tickets will also be able to claim their refund from station ticket offices from 2 July.