CrossCountry closes the window on ticket collection wait times

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Leading train company CrossCountry has reduced its fulfilment window – the time it takes for tickets to be available for collection – for customers who purchase tickets through their website.

Customers booking via will now only have to wait as little as five minutes after purchasing to collect their tickets for travel, further enhancing the company’s commitment to customer service.

There are a number of ways customers can opt to collect their tickets ahead of travel, including from a self-service ticket machine at the station, via mobile phone, or as an e-ticket. Previously, the time in which it took for a ticket to be available to a customer for collection was two hours for a non-registered customer and 15 minutes for registered customers. CrossCountry has dramatically reduced the wait time to one hour for non-registered customers and to as little as five minutes for registered customers.

This development is the latest in industry-leading initiatives from CrossCountry, which strives to continuously improve customer service. Other initiatives include the launch of the company’s 24-hour, seven-day-a-week social media support and the removal of admin fees for changing the date or time of an Advance ticket, allowing for greater flexibility in travel.

Daniel Fell, Digital Media and Channel Manager at CrossCountry said: “We are delighted to reduce our fulfilment window for CrossCountry customers across a number of our ticket collection methods. We have managed to significantly reduce the time between purchase and collection without compromising on important security checks. We are dedicated to supporting flexibility and choice – something we know is important to our customers.”

Customers can buy tickets for any rail journey in Britain with any train company, and with no booking fee at or via the CrossCountry Train Tickets app.

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    Molly Dyson

    Former Editor – PA Life

    All stories by: Molly Dyson