Great Value Train Travel
REGISTER FOR OUR MYSTERY SHOPPING SCHEME
To ensure we deliver the best possible service to our customers we regularly monitor and review our service right across all customer touchpoints using a variety of measures, one of which is our Mystery Shopping Scheme. The scheme allows Mystery Shoppers to scrutinize and give their opinions on various elements of their journey, from the initial ticket purchase to the experience at the station and onboard. We want to understand what we are doing well and where we can improve. Using this feedback, it will help to ensure we keep customers at the heart of any changes we make to our services.
Before signing up to request to become a Mystery Shopper, please read the terms and conditions of the scheme below. The frequently asked questions below will help to answer any further questions you may have. To register your interest to become a Mystery Shopper please click the button below.
Before signing up to request to become a Mystery Shopper, please read the terms and conditions of the scheme below. The frequently asked questions below will help to answer any further questions you may have. To register your interest to become a Mystery Shopper please click the button below.
MYSTERY SHOPPING TERMS & CONDITIONS
The following definitions in this clause apply to these terms and conditions:
Company: Hull Trains Company Limited (Company Number: 03715410), here referred as ‘Hull Trains’
Mystery Shopper: Person who was register their interest on Hull Trains website and have been selected to undertake the Assignment
Assignment: A Mystery Shopping task, which includes undertaking journey(s) on Hull Trains’ service and filling out the Online Survey
Online Survey: An Online Survey that has been provided by Hull Trains to the Mystery Shopper
Candidate: Person who wishes to take part in Hull Trains Mystery Shopping Scheme
Candidate Pool: A list of Candidates that have registered their interest to take part in the Hull Trains Mystery Shopping Scheme
Reference Number: A unique number given to the Mystery Shopper by Hull Trains team, which refers to the specific Assignment
1. To qualify for being a part of the Hull Trains Mystery Shopping Scheme, the Candidate needs to register their interest on Hull Trains Website, under Mystery Shopping Scheme, Register Your Interest. Once they fill out the Registration form, they will be added to the Candidate Pool. If selected for the Assignment, the Mystery Shopper will be contacted by a member of Hull Trains Team with a link to the Online Survey and Unique Reference Number. After successfully completing the Assignment, the Mystery Shopper will have to send an email to the Hull Train Team with the booking confirmation or a photo / copy of physical or digital ticket, which will allow them to get the monies reimbursed for the ticket(s). Further information on the ticket reimbursement including the email address will be provided in the Online Survey.
2. The Mystery Shopper is required to fully complete the Online Survey with the terms of the Brief(s) that will be provided by email and/ or are on the Online Survey. The Online Survey will have to be completed within a maximum of 48 hours days from the date of the travel. If the Mystery Shopper is undertaking a single journey, they have to fill out the Online Survey within 48 hours of the journey, if a Mystery Shopper is undertaking a return journey, the Online Survey will have to be completed 48 hours after their return journey. If this is not done, then we reserve the right not to provide recompense for the journey.
3. The Mystery Shopper must complete the Online Survey in full, accurately, and honestly.
4. The Mystery Shopper can only purchase a ticket by using a Hull Trains Website or App (or by phone, using 0800 3161323 if this is a Passenger Assistance booking only). An image of the ticket is needed for the ticket reimbursement and will need to be attached to the claim. The ticket(s) can ONLY be for a Hull Trains service, a ticket for any other operator or an ‘and connections’ journey will not be acceptable. The Mystery Shopper will need to select if they want to purchase a single or return ticket on the Registration Form. A change of the ticket type after the form submission will not be accepted. In case of exceptional circumstances, please contact mystery.shopper@hulltrains.co.uk
5. The Mystery Shopper can only claim the ticket repayment after successfully completing the Assignment. Once the completion of the Assignment is approved by the Hull Trains Mystery Shopping Team, the repayment of the ticket can be accepted. The Mystery Shopper will have the full cost of the ticket reimbursed into their bank account within 28 days. For ticket repayment a system called PayIt is used, for more information visit our PayIt webpage. If there are additional questions from the Hull Trains Mystery Shopping Team to the Mystery Shopper or an investigation is needed, as per Clause 8, the repayment may be delayed or withheld.
6. The Assignment can only be completed by the person who has been assigned as the Mystery Shopper. Under no circumstances, can another person complete the assignment on their behalf. Doing so will mean removal from the scheme and pay will be withheld.
7. The Mystery Shopper needs to be 18 years or older, have a UK Bank Account and valid UK Mobile Phone Number to take part in the Scheme.
8. If the information given by the Mystery Shopper is suspected to be inaccurate or false, Hull Trains reserves a right to carry out a full investigation. If the Mystery Shopper is deemed to have provided false or inaccurate information, Hull Trains reserves the right to withhold payment.
9. The Mystery Shopper is not eligible for the Delay Repay compensation in the event of a delayed service, as they are renumerated for their journey already. Any other consequential loses will be considered on an individual basis. For any consequential losses claims please contact mystery.shopper@hulltrains.co.uk
10. Hull Trains does not take any responsibility for any additional costs incurred during the Mystery Shopping Assignment unless stated in Clause 9.
11. Mystery Shoppers who have been assigned to the Standard Class Assignment must purchase the Standard Class ticket and travel in Standard Class. No upgrade is allowed.
12. Mystery Shoppers who have been assigned to the First Class Assignment must purchase the First Class ticket and travel in First Class, unless there are no empty seats, in that case Standard Class travel is permitted.
13. Any personal information provided to Hull Trains will be dealt with in accordance with our Privacy Policy.
Company: Hull Trains Company Limited (Company Number: 03715410), here referred as ‘Hull Trains’
Mystery Shopper: Person who was register their interest on Hull Trains website and have been selected to undertake the Assignment
Assignment: A Mystery Shopping task, which includes undertaking journey(s) on Hull Trains’ service and filling out the Online Survey
Online Survey: An Online Survey that has been provided by Hull Trains to the Mystery Shopper
Candidate: Person who wishes to take part in Hull Trains Mystery Shopping Scheme
Candidate Pool: A list of Candidates that have registered their interest to take part in the Hull Trains Mystery Shopping Scheme
Reference Number: A unique number given to the Mystery Shopper by Hull Trains team, which refers to the specific Assignment
1. To qualify for being a part of the Hull Trains Mystery Shopping Scheme, the Candidate needs to register their interest on Hull Trains Website, under Mystery Shopping Scheme, Register Your Interest. Once they fill out the Registration form, they will be added to the Candidate Pool. If selected for the Assignment, the Mystery Shopper will be contacted by a member of Hull Trains Team with a link to the Online Survey and Unique Reference Number. After successfully completing the Assignment, the Mystery Shopper will have to send an email to the Hull Train Team with the booking confirmation or a photo / copy of physical or digital ticket, which will allow them to get the monies reimbursed for the ticket(s). Further information on the ticket reimbursement including the email address will be provided in the Online Survey.
2. The Mystery Shopper is required to fully complete the Online Survey with the terms of the Brief(s) that will be provided by email and/ or are on the Online Survey. The Online Survey will have to be completed within a maximum of 48 hours days from the date of the travel. If the Mystery Shopper is undertaking a single journey, they have to fill out the Online Survey within 48 hours of the journey, if a Mystery Shopper is undertaking a return journey, the Online Survey will have to be completed 48 hours after their return journey. If this is not done, then we reserve the right not to provide recompense for the journey.
3. The Mystery Shopper must complete the Online Survey in full, accurately, and honestly.
4. The Mystery Shopper can only purchase a ticket by using a Hull Trains Website or App (or by phone, using 0800 3161323 if this is a Passenger Assistance booking only). An image of the ticket is needed for the ticket reimbursement and will need to be attached to the claim. The ticket(s) can ONLY be for a Hull Trains service, a ticket for any other operator or an ‘and connections’ journey will not be acceptable. The Mystery Shopper will need to select if they want to purchase a single or return ticket on the Registration Form. A change of the ticket type after the form submission will not be accepted. In case of exceptional circumstances, please contact mystery.shopper@hulltrains.co.uk
5. The Mystery Shopper can only claim the ticket repayment after successfully completing the Assignment. Once the completion of the Assignment is approved by the Hull Trains Mystery Shopping Team, the repayment of the ticket can be accepted. The Mystery Shopper will have the full cost of the ticket reimbursed into their bank account within 28 days. For ticket repayment a system called PayIt is used, for more information visit our PayIt webpage. If there are additional questions from the Hull Trains Mystery Shopping Team to the Mystery Shopper or an investigation is needed, as per Clause 8, the repayment may be delayed or withheld.
6. The Assignment can only be completed by the person who has been assigned as the Mystery Shopper. Under no circumstances, can another person complete the assignment on their behalf. Doing so will mean removal from the scheme and pay will be withheld.
7. The Mystery Shopper needs to be 18 years or older, have a UK Bank Account and valid UK Mobile Phone Number to take part in the Scheme.
8. If the information given by the Mystery Shopper is suspected to be inaccurate or false, Hull Trains reserves a right to carry out a full investigation. If the Mystery Shopper is deemed to have provided false or inaccurate information, Hull Trains reserves the right to withhold payment.
9. The Mystery Shopper is not eligible for the Delay Repay compensation in the event of a delayed service, as they are renumerated for their journey already. Any other consequential loses will be considered on an individual basis. For any consequential losses claims please contact mystery.shopper@hulltrains.co.uk
10. Hull Trains does not take any responsibility for any additional costs incurred during the Mystery Shopping Assignment unless stated in Clause 9.
11. Mystery Shoppers who have been assigned to the Standard Class Assignment must purchase the Standard Class ticket and travel in Standard Class. No upgrade is allowed.
12. Mystery Shoppers who have been assigned to the First Class Assignment must purchase the First Class ticket and travel in First Class, unless there are no empty seats, in that case Standard Class travel is permitted.
13. Any personal information provided to Hull Trains will be dealt with in accordance with our Privacy Policy.
MYSTERY SHOPPING SCHEME FAQs
Mystery Shopping is where individuals pose as real customers to assess the customer service levels provided by a business. Mystery Shoppers for Hull Trains will be assessing at station and on train facilities, as well as the customer experience and service provided from planning their journey to arriving at their destination.
To become a Mystery Shopper for Hull Trains, please click the ‘Register Your Interest’ button above to fill out an online registration form. If you are chosen for the Assignment, a member of the Hull Trains team will contact you with more details.
Being a Mystery Shopper for Hull Trains is a great way to get your money back for your train ticket. If you successfully complete your Assignment, your ticket will be fully reimbursed. Please read the terms and conditions before taking part as these apply to all Mystery Shopping Assignments.
You can either apply for a First or Standard Class Mystery Shopping journey. There is also a possibility to have either a Single Ticket or a Return Ticket reimbursed. If the Mystery Shopper has chosen a Return Ticket, they will have to fill in a form that includes feedback from both journeys.
• Only tickets bought via the Hull Trains website or app, or through the Hull Trains Passenger Assistance line on 0800 3161323, will be eligible for reimbursement.
• An image of the tickets will be needed for the reimbursement.
• A change of ticket type after the form submission will not be accepted. In case of exceptional circumstances, please contact mystery.shopper@hulltrains.co.uk.
• Only tickets bought via the Hull Trains website or app, or through the Hull Trains Passenger Assistance line on 0800 3161323, will be eligible for reimbursement.
• An image of the tickets will be needed for the reimbursement.
• A change of ticket type after the form submission will not be accepted. In case of exceptional circumstances, please contact mystery.shopper@hulltrains.co.uk.
You must be 18 or over to participate in the Scheme, have a UK bank account and a valid UK phone or mobile number.
No, you can travel from anywhere, however only your Hull Trains ticket(s) will be reimbursed.
You will have 48 hours to complete the Online Survey after your journey(s) to qualify for ticket reimbursement.
After you complete the Online Survey, you will be asked to send an email of your booking confirmation or a photo / copy of your digital or physical ticket to our team.
For ticket reimbursement, the Payit™ system is used, for more information, please visit our Payit™ webpage. A valid mobile number will be required in order for us to complete this process.
The ticket(s) will be reimbursed within 28 days of your claim receipt. Further information on ticket(s) reimbursement will be outlined in the Assignment.
For ticket reimbursement, the Payit™ system is used, for more information, please visit our Payit™ webpage. A valid mobile number will be required in order for us to complete this process.
The ticket(s) will be reimbursed within 28 days of your claim receipt. Further information on ticket(s) reimbursement will be outlined in the Assignment.
Once you qualify to become a Mystery Shopper, you will get an email with a link to the Online Survey. You must look over the Online Survey before commencing the Assignment to familiarise yourself with the questions and look out for the specific features that are mentioned.
Please do not complete any of the questions until after your journey.
Please do not complete any of the questions until after your journey.
Yes, you may use a Railcard when purchasing the ticket(s).
No, you will not be eligible for Delay Repay as you are already being fully reimbursed for your journey(s).
Any other consequential losses will be considered on an individual basis. For any consequential losses claims please contact mystery.shopper@hulltrains.co.uk.
Any other consequential losses will be considered on an individual basis. For any consequential losses claims please contact mystery.shopper@hulltrains.co.uk.
If your train is cancelled, please board next available Hull Trains service. If you decide not to travel, you may be able get your ticket refunded, dependent on the ticket type as a part of the National Conditions of Travel which can be found here and your participation in the Mystery Shopping Scheme will be voided.
Yes, we also welcome feedback from the Passenger Assistance process, and it is part of our Online Survey.
You can be accompanied during your journey(s), however, you can only get reimbursed for your own ticket. Cost of the ticket for any other passengers is their own expense.
If your friends and/or family want to take part in the Scheme, they should also fill out registration form and if selected, they will also be able to do the Assignment and have their ticket(s) reimbursed.
If your friends and/or family want to take part in the Scheme, they should also fill out registration form and if selected, they will also be able to do the Assignment and have their ticket(s) reimbursed.
