Delay repay
Compensation when a journey arrives late: 50% of the single fare at 30 minutes, 100% at 60, and the full return fare beyond two hours.
Claims answered within 5 working days; paid by the original payment method
Regional passenger rail
Refunds, delays and season tickets, sorted before your next train
A four-line regional railway where a delayed journey is repaid without you having to argue for it.
Not signed in — ask about anything public, or sign in from the chat to see your own tickets.
What the desk handles
Everything the passenger desk can settle
Six kinds of request, each with what it covers, who it is open to and how quickly it is answered. The assistant works from this list rather than guessing.
Refunds and changes
Unused or part-used tickets, and changes to an advance ticket where the conditions allow it. No admin fee on a cancellation the railway caused.
Processed within 5 working days of the unused ticket being received
Season ticket admin
Starting, pausing, transferring or refunding a season ticket, and replacing a lost smartcard once a year at no charge.
Same day for a pause or a replacement; 5 working days for a pro-rata refund
Assisted travel
Booked assistance at any staffed station, ramp deployment, and a guaranteed seat reservation on every service on the route.
Bookable up to 2 hours before travel; turn-up-and-go always available
Bicycles and bulky items
Reserved bicycle spaces on the Tarn valley line, folding bikes any time, and the peak-hour rules in plain words.
Reservation confirmed instantly; two spaces per service
Lost property
Anything handed in on a Braidwater train or station, held for 90 days, searchable by route and date.
Searched within 24 hours; posted back within 3 working days
See it answer
Three things worth asking
Each one opens the assistant with the question already sent — you only wait for the reply.
My train was 41 minutes late this morning — what am I owed, and do I have to claim?
Answered from the published compensation bands via list_services, with the automatic-versus-claim rule spelled out.
I want to claim for a delayed journey on Tuesday — can you start that?
Opens the claim form as a card in the chat with what the conversation already knows filled in, rather than asking field by field.
What's the latest on BR-2188?
Asks which email it belongs to, then reads the ticket back. Signed in, it goes straight to your own tickets.
The desk
On the desk this morning
Live tickets with their reference, state and next step. A passenger can ask about any of them by reference and email, or sign in and see their own.
BR-2188in progress
07:42 Cullen Bay to Ashwell Parkway arrived 41 minutes late on 16 September
Checked against the running record: 41 minutes late, so the 100% band applies. Payment authorised 18 September.
BR-2174resolved
Pause a season ticket for three weeks in October
Paused from 5 to 26 October; the expiry date moved out by 21 days.
BR-2201open
Grey laptop bag left on the 18:10 from Tarnmouth
Nothing matching handed in yet; the depot sweep runs overnight.
Signed in as the demo customer, the assistant reads these back through my_tickets. Signed out, it asks for a ticket number and the email it belongs to.
Season tickets and passes
Three ways to pay less than the walk-up fare, with what each one actually buys and who it suits.
Flexi 8
£118 a month
Two or three days a week in one place — eight day-passes to use across any 28 days.
- 8 day-passes per 28 days
- Any time of day
- Delay repay on every pass
- Unused passes refunded pro-rata
Season
£214 a month
Four or five days a week on the same route, all year.
- Unlimited travel on your route
- Free smartcard replacement once a year
- Pause for up to 4 weeks a year
- Assisted travel pre-booked on file
Coast Rover
£39 a week
Visitors and anyone spending a week on the coast line without a fixed route.
- Unlimited coast-line travel
- Two bicycle reservations a day
- Off-peak and weekend included
Open a ticket
Say what is wrong and how urgent it is — the desk picks it up from there. The assistant can open this same form for you — that is what open_desk_form does.
What is real here, and what is not
Braidwater Rail is a business invented for this page. Read this before you believe anything else on it.
Genuinely running
- The assistant on this page is a live Busymate AI assistant, grounded in this site's own published pages.
- The service list, the passes and the tickets come from this demo's own MCP server — real tool calls, not pasted text.
- The page registers its own actions over WebMCP, so an agent can highlight a service or open the claim form.
- Signing in as the demo passenger is a real identity hand-off: the assistant receives a name and an email it never asked for.
Seeded, not connected
- There is no Zendesk instance behind this page. No claim you open here becomes a Zendesk ticket, or a ticket anywhere else.
- Braidwater Rail is an invented railway. The lines, stations, fares, people and tickets are fixtures written for this demo.
- Tickets opened here live in memory until this demo restarts. No money moves and nobody is contacted.
The Zendesk connection is on the roadmap, not in production — this page shows the assistant half of it working against seeded tickets so you can judge the experience before the connector exists.
Put this on your own site
The same desk, on your own site and your own tickets
The same assistant, the same page actions, the same identified sign-in — on your Zendesk setup instead of this one.
- Point the assistant at your site so your conditions of travel, refund policy and service pages become the answers it gives — as published content, not a re-written copy.
- Expose your ticket data as a small MCP server: a lookup by reference and email, and a read that only ever answers for the signed-in person.
- Give the claim tool an action card so the assistant opens a filled-in form instead of interviewing the passenger line by line.
- Wire the identity hand-off so a signed-in passenger is recognised and their own tickets answer without them typing an address.
- Register the page's own actions over WebMCP so the assistant can act on the page in front of them.
Frequently asked
The assistant answers from these same words — ask it any of them and compare.
How late does a train have to be before I get anything back?
Thirty minutes. At 30 minutes you get half the single fare for that leg, at 60 minutes the whole single fare, and beyond two hours the full return fare — whether or not the delay was the railway's fault.
Do I have to claim, or is it automatic?
If you bought the ticket through the Braidwater app or hold a Season or Flexi 8, it is automatic and lands back on your card within five working days. A paper ticket or a third-party purchase needs a claim, which takes the same five days once it is in.
Can I take a bicycle at peak times?
A folding bicycle, yes, any time, no reservation. A full-size bicycle needs one of the two reserved spaces per service, and those are not available on the Braidwater and Ashwell Parkway line between 07:00 and 09:30 or 16:30 and 18:30 on weekdays.
What happens to a season ticket if I stop travelling for a while?
You can pause it for up to four weeks in any twelve months and the expiry date moves out by the same number of days. Beyond that, a pro-rata refund is calculated from the day the ticket comes back, with no admin fee.