personal finance

I’m 86 and my CrossCountry train journey was my worst ever


Over the last weekend of October, I travelled from Bournemouth to Stoke-on-Trent by CrossCountry trains to visit my grandson at university. Fortunately I had reserved seats as, during both journeys, standing passengers were jammed down the aisles. It was impossible for the refreshment trolley to come through and at least one passenger was unable get off at Birmingham International.

The staff apologised, for the overcrowding, attributing it to a strike on the outward journey and “an event at Birmingham” on the return. Yet, my grandson experienced the same conditions the previous weekend. There were only four carriages, one first class, on both, yet there were enough passengers to fill at least two more coaches. I am 86 and these were the worst conditions I have experienced: five hours unable to use the toilet or have any refreshment – even worse for those standing.

I can’t find a way to complain and, as I booked via Trainline, there was no information on the ticket. PB, Broadstone, Kent

CrossCountry says it was indeed a problem with “events” and “strikes” but, interestingly, also about train leasing. It says: “On Saturday 27 October many of our trains were busier than normal because of industrial action by the RMT union at South Western Railway. On Sunday, like many other weekends, our early services from Manchester to Birmingham were busy with people attending events at the NEC. On the routes PB travelled, we use trains formed of four or five carriages, with some coupled together to provide extra capacity. We have operated these since the start of our franchise in 2007. Regrettably, we have no additional trains and there are none of the types we use available to lease. The government has highlighted the need for additional seats in the next CrossCountry franchise (on hold while the national review of rail franchising is undertaken by the Department for Transport).”

It has invited you to write in to discuss your experience but it sounds like there is no light at the end of the tunnel. What a shame a mobile 86-year-old is being encouraged to avoid weekend trains on this route for the foreseeable future.

We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number. Submission and publication of all letters is subject to our terms and conditions



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