CrossCountry, which serves England, Wales and Scotland from its hub in Birmingham, has abandoned the £10 administration charge that is common across the rail industry for such changes.
The deal does not apply to tickets bought in person from stations nor online through third-party operators such as Trainline. In addition, tickets printed by the passenger, and “m-tickets” obtained through the CrossCountry app, cannot be changed.
Passengers who need to amend their trips must buy a new ticket at least 24 hours before departure of the original train. It should cover exactly the same journey. The traveller will subsequently claim back the full cost of the original.
If the passenger decides not to travel, no refund is available.
CrossCountry’s commercial director, David Watkin, said: “We always encourage our customers to book as far ahead as possible to get the best deals. However, we recognise that sometimes plans can change and a customer may not be able to travel when they originally wanted.“This will open the door to more flexibility and choice – something we know is important to our customers.”
Anthony Smith, chief executive of the
independent watchdog Transport Focus, said: “At a time when fares are
increasing, this flexibility is welcomed.”
Mark Smith, the rail guru who created the
Seat61.com website, said “Abolishing the £10 charge has got to be a
good thing. But it would be far more useful if you didn’t have to give
24 hours notice, as it’s often on the day that things happen and you
want to change your reservation.
“Even so, this could be the way forward
for all operators – though we need to preserve the concept of flexible
walk-up travel too.”
