Rail Ombudsman

@Gavlaar142857 Good Morning, for more information on our organisation and processes please visit our website therailombudsman.org. If you require any further information, please feel free to send us a DM.

@RailOmbudsman please explain how GWR can charge me an original ticket price when I made a mistake and corrected it within 2 minutes of booking. The new price was lower yet I got no refund AND I paid the admin fee. But if the new ticket had been higher they would charge me more!

@LoneWander56743 Good afternoon, for more information on our organisation and processes please visit our website therailombudsman.org (therailombudsman.org).  If you require any further information, please feel free to send us a DM

@RailOmbudsman Please Please I'm begging you look into why GWR has just changed a perfectly working app to one that doesn't work at all anymore!! I'm sure they have done this on purpose and lots of people are unable to use. Please step in and do something

@patricktettmar Good Morning, for more information on our organisation and processes please visit our website therailombudsman.org.  If you require any further information, please feel free to send us a DM.

I’ve submitted a formal appeal. But I wanted to flag this publicly because I almost certainly wasn’t the only person caught out by this on 24 Feb. If something similar happened to you, please reply. @RailOmbudsman this feels like exactly the kind of thing worth keeping an eye on

.@GWRHelp updated their app today, removing access to all tickets booked before 23 Feb. I had dozens of advance tickets stored in there, now gone. Instead they are dumped into Apple Wallet or old emails. And GWR has hit me with a £138 fine on the same day. For its own bad app🧵

Recent reporting highlights how many rail passengers are unsure of their rights when journeys don’t go to plan. Read the latest article from @DailyMirror below. 🔗ow.ly/VSs050Ygy3B #RailPassengers #PassengerRights #RailTravel #RailIndustry #KnowYourRights

@katsmb @CrossCountryUK Good Morning, for more information on our organisation and processes please visit our website therailombudsman.org . If you require any further information, please feel free to send us a DM.

Can’t believe how difficult @CrossCountryUK are making it to reclaim for a cancelled train! Firstly claiming the delay was less than 30mins when the next train was 1hr later, secondly claiming that next train I had to catch didn’t exist based on their timetable! @RailOmbudsman

@MadMissMeeks Good Morning, for more information on our organisation and processes please visit our website therailombudsman.org.  If you require any further information, please feel free to send us a DM

Finally, sat from Newport (15 mins before arrival). After standing 1h 40m Final insult - departure message from train crew: those in first class can claim full refund for lack of catering and food offer. No similar message for rest of us. Unacceptable. Unsafe. @RailOmbudsman

@GWRHelp Thanks (not) for the shambolic journey on the 19.48 Padd-Port Talbot last night (29/1) 5 carriages rather than usual 10 so no reservations Aisles crammed from Padd to Newport Departure announce: no stop at Reading so Reading passengers leave. Then stopped at Reading

@Sheriffe @EastMidRailway Good morning - for more information on our organisation and processes please visit our website  therailombudsman.org (therailombudsman.org)  If you require any further information, please feel free to send us a DM.

@EastMidRailway For the last few weeks there have been no seat reservations on the East Midlands Parkway to St. Panc and return. Is there any update when they will be back? Paying £180+ for the privilege of standing for 2 hours is not great service. @RailOmbudsman

@stephenhardy21 @AvantiWestCoast @networkrail @nationalrailenq Good morning for more information on our organisation and processes please visit our website  therailombudsman.org (therailombudsman.org) If you require any further information, please feel free to send us a DM.

@Amazingdave8 @GWRHelp Good Afternoon, for more information on our organisation and processes please visit our website therailombudsman.org .  If you require any further information, please feel free to send us a DM

@RailOmbudsman there is something going on with @GWRHelp and their Hereford service. It feels as if they cancel the service way way too often.

@GWRHelp now on the exact same tracks that @GWRHelp can’t run their trains on. Surprisingly @WestMidRailway can run on exactly the same track. What superpower does WMR have ??

🎄 Festive wishes from everyone at The Ombuds Group We’ll be closed from 25 Dec, returning 5 Jan. You can still raise disputes online during this time, and they’ll be reviewed when we’re back. Best wishes for the New Year ✨ #FestiveSeason #NewYear #Ombudsman

@Amazingdave8 @GWRHelp Good Morning, for more information on our organisation and processes please visit our website therailombudsman.org.  If you require any further information, please feel free to send us a DM

@RailOmbudsman take a look. I fully believe @GWRHelp are acting nefariously.

@SimonCalder last night I checked my @GWRHelp ticket which said it was cancelled due to a train fault. 13hrs in advance. The train was then reinstated. I got as far as to sit on the train before they announced just as the mystic Meg had predicted it would cancel due to a

@robbsayers @GoviaThame73211 Good morning - for more information on our organisation and processes please visit our website  therailombudsman.org (therailombudsman.org) If you require any further information, please feel free to send us a DM.

@GoviaThame73211 @RailOmbudsman Disgusting treatment to 16yr old student travelling with reduced ticket (Haywards Heath <> Brighton). He had the 16-25 railcard and not the 16-17 one which apparently does not offer the same discounted fare. £100 fine 😖. Confused, upset, skint.

@EqualTruths Good morning - for more information on our organisation and processes please visit our website  therailombudsman.org (therailombudsman.org) If you require any further information, please feel free to send us a DM.

Are you able to look into #GWR for not giving information or opening #tilehurststation waiting rooms not being opened for weeks during winter @RailOmbudsman ?

@frank10743117 Good morning, for more information on our organisation and processes please visit our website  therailombudsman.org (therailombudsman.org) If you require any further information, please feel free to send us a DM.

We’re proud to share The Rail Ombudsman Annual Review 2024. 📖 Read the full review here: lnkd.in/etNYmUDF #railombudsman #annualreview2024 #disputeresolution #accessibility #railsector #consumerprotection #fairness #transparency #publictrust #independentombudsman

@Nathanro18 @Se_Railway @networkrail @helenhayes_ @Heidi_Labour @LonTravelWatch Good morning, for more information on our organisation and processes please visit our website therailombudsman.org (therailombudsman.org) If you require any further information, please feel free to send us a DM.

@Se_Railway Southeastern ignored my 30 Oct complaint. Herne Hill is often unstaffed + the lift resets every trip. As a wheelchair user I can’t even travel. They just blame @networkrail I’ve escalated to @RailOmbudsman. @helenhayes_ @Heidi_Labour @LonTravelWatch @LonTravelWatch #AccessFail

As a wheelchair user, I’ve faced repeated lift failures at #Hernehill station — trapped, shocked & rescued by fire crews. Lifts are 20yrs old & unsafe. @Se_Railway & @networkrail @Stannah_lifts @SteveWhiteRail keep patching, not replacing. @BBCLondonNews @BBCTomEdwards . #rail

@SuperGeeK96 @northernassist @WhovianKate @NorthenrailF Good morning - for more information on our organisation and processes please visit our website  therailombudsman.org (therailombudsman.org) If you require any further information, please feel free to send us a DM.

@northernassist @WhovianKate @NorthenrailF There was no fault on the train. Insider information told me you simply have staff members who refuse to work. This is unacceptable and civil action will be taken if not sorted through means of the @RailOmbudsman Constant delays/ cancellations = Breach of contract.

Nevermind. You cancelled the next train as we were sat on it! @northernassist @NorthenrailF what is the point of you honestly? Providing an awful service and extortionate rates knowing full well that we have no other options shame on you #privateparasites

@ABarnett1114131 @ScotRail @joannemaguire79 Good afternoon - for more information on our organisation and processes please visit our website therailombudsman.org (therailombudsman.org) If you require any further information, please feel free to send us a DM.

@ScotRail @joannemaguire79 so, phoned and told an email would be sent within 10 mins - 24 hours ago and a manager would call back .... tick tock nothing. What do you suggest now? @RailOmbudsman

@LittleMissNWO @AvantiWestCoast Good Morning, for more information on our organisation and processes please visit our website therailombudsman.org (therailombudsman.org).  If you require any further information, please feel free to send us a DM.

Today @AvantiWestCoast couldn't get a driver for its 17.10 service from London Euston so it departed 15 minutes late - the response from their Customer Service because I've now missed my connection "its not my problem" - £50 1 way and ZERO customer care @RailOmbudsman disgracful

@the1chloe Good Morning, for more information on our organisation and processes please visit our website therailombudsman.org (therailombudsman.org).  If you require any further information, please feel free to send us a DM.

@RailOmbudsman Hi, can we use this service if we booked through trainline UK and there are issues with a train we took outside of the UK? or does the train journey have to be in the UK?

@Joel_CP_70 @SouthernRailUK Good morning - for more information on our organisation and processes please visit our website  therailombudsman.org (therailombudsman.org) If you require any further information, please feel free to send us a DM.

@RailOmbudsman Hi. So, today I missed a football match due to @SouthernRailUK services being cancelled at the last minute. So I'm out of pocket £40. There isn't a way to claim this back, please look into this as it's clearly wrong.