FURIOUS rail passengers are still waiting for thousands of pounds to be returned – despite assurances that refunds are being processed.

Disgruntled enthusiasts have branded Rail-Blue Charters as “absolutely diabolical”

after it cancelled a trip from the North-East at short notice and failed to pay back ticket money.

The private excursion from the North-East, through Yorkshire and along the Settle- Carlisle line to Cumbria, was scheduled for September 9, with tickets costing from £69 to £179.

Advertisements placed in The Northern Echo in August were published in good faith.

However, customers never received their tickets.

When they called customer services or checked the company website, they were told the trip had been cancelled because of a power problem and the unavailability of a kitchen car.

The company claims forms were sent to customers to apply for a refund. But it appears not everyone received the letter and none have had their money returned.

The company, owned by rail firm Cargo-D Ltd, is not answering phone calls or emails from customers However, company director, Ingrid Sluis, has written to The Northern Echo.

She said passengers were informed by letter and asked to submit their details to allow the company to process refunds.

“On some occasions, the credit card details submitted expired or customers cancelled their credit card or passengers would like a cheque, hence why we asked passengers to complete the forms and provide us with the information,”

she said.

“However, it seems that some passengers never received their letter, therefore the form has now been posted on the website and affected people can download the form and submit by email or post.”

Asked to clarify if customers will get their money back, she failed to respond.

Eddie Cooper, from Darlington, who bought three tickets as a treat for his wife, said: “The company is absolutely diabolical.

“We’ve talked to a lot of people in Darlington who booked on the trip and it went all the way up to Morpeth, so they’ve taken a lot of money.”

Avis Williamson, from Bishop Auckland, who paid more than £300 for two first class tickets, has not received a refund and has passed the details to her credit card company in the hope they will get her money back.

The rail company is based in West Sussex and is in dialogue with local trading standards department about the cancelled trip.

A spokesman for West Sussex County Council advised passengers still waiting for a refund to contact Consumer Direct on 08454-040506.