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LNER jokers


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Letter 1

I'd like to make a claim, because my train was delayed by over an hour.

- We're sorry, but your train was only delayed by 15 minutes so a claim can't be made.

Letter 2

No, my train was delayed for well over an hour, and the staff on board informed everyone that they would be eligible for a full fare refund. Please look into this again.

- We have looked into this matter again very carefully, and your train was only delayed by 15 minutes, so no refund is due.

Letter 3

This is your last chance, then I hand the matter over to the regulator as an official complaint.

- Apologies - we now see that your train was delayed for 77 minutes. Here's your full refund.


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