@EastMidRailway Could you let me know how to formally complain to the obudsman about this? This system is flawed and whilst I still have my ticket in this case, the ambiguity and barriers you have put in place to claim a refund, appear to have been designed to discourage customers to claim.

@EastMidRailway That only works if there is someone at the barrier to get you out! On this occasion there was no one at the station to assist.

@EastMidRailway Why? I've never had to do that before? Also, the gates at Derby station take your ticket on arrival meaning that in most circumstances the ticket is not returned and the customer no longer has the ticket in their possession.

@EastMidRailway EMR/DR/20220817/BJLB Could you DM your response please.

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