Agency puts in round-the-clock shift to help customers stranded due to rail disruption
Harry KembleA travel agency worked round the clock to find alternative transport for customers stranded in London after they were hit by severe disruption on the East Coast Main Line.
Rail companies LNER and Lumo advised people not to travel following damage to overheard lines between Peterborough and Grantham on Saturday (9 December).
South Shields-based Westoe Travel had two groups affected by the disruption. Both had booked through the agency’s tour operator arm, Rail Adventures.
The agency said most affected customers were booked into a hotel with new seat reservations made for Monday (11 December).
However, some customers who needed to get back on Sunday were found alternate routes or offered coach travel. One group were even handed the keys to a hire car, the agency added.
Assistant manager Alice Appleby led an out-of-hours team to deal with the cancellations.
She said: “This is a situation we have faced several times in the past and we are ready to deal with it.
“Customers are very stressed at first when they find their trains are cancelled but ever so grateful once we can resolve the problem.”
She added: “It also highlights the importance of booking a package with an operator like Rail Adventures, who will be there to assist with options for travel arrangements, give support and provide additional accommodation if needed.”
It comes three months after Westoe Travel boss Graeme Brett had a cameo appearance in an Amazon documentary following Newcastle United.
He features in the second episode of We Are Newcastle United.
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Harry Kemble
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Place of registration: England and Wales.
Company number 08723341.
Registered address: 6th Floor, 2 London Wall Place, London EC2Y 5AU
