Travel solutions: My Britrail Flexi Pass refund is taking forever. What should I do? | Travel
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Q: In February 2020, I bought two Britrail England Flexi Passes through ACP Rail, a travel agency specializing in rail passes.
A year later, it became clear that we would not use the passes. Since they were refundable, I asked ACP for a refund. It agreed to take the tickets back, and in February 2021, I mailed the tickets back to the company.
I checked with ACP multiple times. Whenever I did, it would send me emails that said “due to government restrictions” its offices were closed. It blamed the closure on a delay in processing our refund. “We will follow up and confirm as soon as possible,” they promised. But I never received a confirmation.
As I write this, it is November 2021 — almost two years after I bought my Britrail passes — and I still haven’t received the $558 that ACP Rail promised me. I read your column about another ACP case in the Boston Globe and was hoping you could help me get a refund. — Katherine Spokes, Jamaica Plain, Massachusetts
A: Did you say ACP Rail had your money for almost two years? That’s got to be some kind of record. In case you’re just joining us, a refund should take no more than a week. The best companies can do it in a few minutes. Two years? Where’s that number for Guinness?
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