Journeycall supports UK National Railcards; we sell, fulfil and provide customer service for the entire process. When customers call to tell us they have lost their Railcards generally they are stressed and emotional. Our job is to ensure those customers are provided with the best customer service possible whilst dealing with the issue at hand. For one such customer, Mr F, the loss of his Railcard was a real issue as he was traveling in the next few days and had booked using a Railcard. He knew travelling with a reduced price ticket and without his Railcard is against rules and in his word ‘could have ruined an otherwise relaxing holiday’.
Mr F contacted Journeycall to report his loss and was a little stressed at the situation, as anyone would be. Replacement cards are usually ordered online and as he explained to the advisor: ‘I am not computer literate and would need the help of my Grandson’. The advisor did the replacement for Mr F when he was on the phone and told him the card would arrive in 3 working days. Mr F’s trip was longer that 3 days away so he was hopeful that this would happen on time for him. As result of his experience on the call he was moved to write a letter of thanks for the ‘Brilliant service’ he received!