Thameslink services are a mystery … to Thameslink

I received the following response to my claim submitted to Thameslink when they cancelled the 18.22 Sevenoaks to Bat & Ball and delayed my journey by thirty minutes:-

Journey Details
25 October 2018
Sevenoaks to Bat & Ball at 18:22

Decision: Declined

We have checked the journey you have claimed for and our records show that this service was operated by another train operator (London South Eastern Railway). In line with our privacy policy and in order to ensure that your query/complaint is dealt with as efficiently as possible we will forward the details of your claim to them.

It seems that Thameslink do not know what train services they operate!

I resubmitted my claim accompanied by a PDF copy of the relevant timetable downloaded from the Thameslink website which clearly shows the 18.22 service as being one of theirs. I asked them to reconsider my claim or to provide evidence as to why this train service was not one of theirs. My claim was paid.

It’s a pity that Thameslink did not check their own timetable first!

Update:-

Southeastern have now replied to me, probably using a standard letter, advising me that: –

“As your comments refer to a different train company, unfortunately we can’t answer them for you. However, to save you any further inconvenience, I’ve forwarded them to the correct company.”

Thameslink did reply, twice on the same day, with totally irrelevant letters.

The first one stated: –

“I am sorry that you experienced a delay to your journey when you travelled. We have reviewed your claim(s) and can confirm the following:
Journey details
Travel Date: Travel Data not available
Decision: Incomplete
Reason(s): Please send in a copy of your season ticket”

The second one stated: –

“I am sorry that you experienced a delay to your journey when you travelled. We have reviewed your claim(s) and can confirm the following:
Journey details
Travel Date: Travel Data not available
Decision: Incomplete
Reason(s): Please upload a new copy of your ticket as the previous ticket provided was not legible”

I wonder if Thameslink will pay my claim again!


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