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| What is a fair fare compensation 25/02/2014 at 14:34 #56185 | |
northroad
872 posts |
Read the recent articles regarding 70% of the fair paying public did not know that if their train was over 30 minutes late they were entitled possibly to some compensation but it did not really reveal the full story. I recently travelled up to Darlington from London via East Coast and on the return leg met with this problem of being late. The service was some 25 minutes leaving Darlington and all seemed to be going well as could be when just outside Finsbury Park we came to a grinding halt and sat there. There had been a bridge strike and we could not move forward for a while. Resultant was that after we eventually moved and arrived at Kings Cross the 25 minutes had turned into a tad just over one hour. Now being a Yorkshireman and knowing that there was grounds for claiming a refund I consulted the East Coast web page. Excellent, because it was over the hour they promise a full refund. Sent off the ticket and the claim form and after a couple of weeks got a full refund in the shape of East Coast vouchers. A result I thought, until I tried to use them to book another ticket on the web. They cannot be used on the web, further they cannot be used at New Southgate because of restrictions on where I can buy a ticket to, so the only option I have is to book tickets at Kings Cross Travel Centre. Might be useful, if I was going into town on a regular basis and wanted to buy some tickets in advance but why is the public only given this option. Can they not refund the credit card that the booking was made on, just like a refund at your friendly Marks and Spencers for example, or is that too easy. Probably not that easy I know but surely fare compensation should have a fair way of getting it. Mind I can use the vouchers on East Coast trains to get some refreshment on my next trip.....possibly on a late running train. Geoff 
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| What is a fair fare compensation 25/02/2014 at 17:06 #56195 | |
Steamer
3984 posts 
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According to the East Coast Passenger Charter: Quote: Any successful claims will be reimbursed in National Rail Travel VouchersI'm no lawyer, but I think you'd have a case to send the EC vouchers back with a request for National Rail vouchers. National Rail vouchers can be spent at any ticket office. "Don't stress/ relax/ let life roll off your backs./ Except for death and paying taxes/ everything in life.../ is only for now." (Avenue Q) Last edited: 25/02/2014 at 17:07 by Steamer Log in to reply The following user said thank you: northroad |
| What is a fair fare compensation 25/02/2014 at 17:08 #56196 | |
headshot119
4869 posts |
If it was a claim made under the East Coast delay repay scheme then you should have been compensated in Rail Travel Vouchers, which are redeemable at ALL ticket offices, and on board all trains if a ticket office is not available. Out of interest Geoff which do they look like ? this or something different? "Passengers for New Lane, should be seated in the rear coach of the train " - Opinions are my own and not those of my employer Last edited: 25/02/2014 at 17:12 by headshot119 Log in to reply The following user said thank you: northroad |
| What is a fair fare compensation 25/02/2014 at 17:32 #56197 | |
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northroad
872 posts |
Headshot and Steamer thank you for you help in this and the moral of the story is that don't just accept what you are given. A bit more letter writing is called for I think. This also proves the point that 70% of the travelling public DO NOT KNOW about compensation on the railways of today.  Geoff. Log in to reply |
| What is a fair fare compensation 25/02/2014 at 18:04 #56201 | |
postal
5264 posts
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" said:Headshot and Steamer thank you for you help in this and the moral of the story is that don't just accept what you are given. A bit more letter writing is called for I think. This also proves the point that 70% of the travelling public DO NOT KNOW about compensation on the railways of today.Even when you get National Rail vouchers, you can't use them on the internet. If you want to use them for telephone booking you have to allow 10 working days for the vouchers to clear so you are pretty well forced to use them at a station or travel agent. Did you also read in the small print that over 2 hours delay you get the full value of your ticket refunded (so a return gets both legs repaid whereas if you bought 2 advance singles for the round trip in the same transaction you only get the single leg repaid). So for example if a Newcastle to Kings Cross train is 2 hours late, one passenger in standard might receive £310 in compensation (anytime return) while the person in the next seat might only receive say £32 (typical advance purchase single with railcard). “In life, there is always someone out there, who won’t like you, for whatever reason, don’t let the insecurities in their lives affect yours.” – Rashida Rowe Log in to reply |
| What is a fair fare compensation 25/02/2014 at 18:29 #56205 | |
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northroad
872 posts |
John, Although only one hour late, I was that cheap skate that you are referring to....two advance singles, the return one costing £56.85p using my Senior railcard. Glad it wasn't the outward portion that I claimed on as that was cheaper....... Geoff Log in to reply |
| What is a fair fare compensation 25/02/2014 at 19:37 #56209 | |
Peter Bennet
5402 posts |
Personally the only TOC I've ever had any difficulty with claiming from is XC - their claim form is virtually unfindable and emails go in answered. I found it by an internet search in the end. FCC, on the other hand, tweet about it, drivers announce it and the leaflets are in the booking office and easily found on their site. So it's swings and roundabouts. I have an email somewhere telling me that the railways are working on an electronic account version, I'm not sure of the target date. I'll see if I can dig it out or get an update from my contact. There is a report on-line somewhere about a passenger study that led up to the proposal I mentioned above. Peter I identify as half man half biscuit - crumbs! Log in to reply The following user said thank you: northroad |
| What is a fair fare compensation 25/02/2014 at 19:51 #56212 | |
whitetigger
25 posts |
I've had issues dealing with XC before - I don't think I've once had a response to an email or any tweet I send them. I usually eventually get a letter response from them after an email, but it's usually right on the edge of their passenger charter guideline for dealing with complaints. Virgin and Northern on the other hand have always been great with me - I have frequent tweet conversations with Virgin about a whole manner of things and they're more than happy to link to compensation forms, etc and Northern always respond to their emails and have even exercised discretion with refunds on a couple of occasions even when I was meerly querying their service! One of the morals of this story is that if you don't ask, you don't get and the public should be more aware of this Last edited: 25/02/2014 at 19:53 by whitetigger Log in to reply The following user said thank you: northroad |
| What is a fair fare compensation 25/02/2014 at 20:21 #56213 | |
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postal
5264 posts
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" said:Personally the only TOC I've ever had any difficulty with claiming from is XCThe last problem I had with XC was only resolved when I e-mailed the CEO direct (address picked up from this helpful site). What was originally a complaint about a £15.00 payment taken from my card twice ended up with the money refunded and as compensation complimentary first class returns for self and wife from Alnmouth to Plymouth (and it would have been Penzance if the TT had been a bit more amenable). Like whitetigger says, if you don't ask you don't get. “In life, there is always someone out there, who won’t like you, for whatever reason, don’t let the insecurities in their lives affect yours.” – Rashida Rowe Last edited: 25/02/2014 at 20:23 by postal Log in to reply The following user said thank you: northroad |
| What is a fair fare compensation 25/02/2014 at 20:24 #56214 | |
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kbarber
1742 posts |
Arriva Trains Wales don't seem too bad either. My partner encountered repeated delays on a particular Holyhead - Chester service and started using the Chester - London leg to write emails of complaint (well it was dark outside). That pretty quickly led to vouchers in the post, definitely discretionary as none of the delays were of that magnitude. Eventually an email referring to such things as recovery time and regulating (at Saltney Junction, as it happened) resulted in a wholesale retiming of the train; thenceforth it stopped coupling a Llandudno portion at Junction and ran non-stop to Chester, with consequent benefits to the blood pressure of pax booked on the connecting London service. Now that is what I call a result!
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| What is a fair fare compensation 25/02/2014 at 23:12 #56225 | |
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pbinnersley
431 posts |
" said:I've just put in a claim to London Midland and requested a cheque instead of vouchers as they have replaced my local booking office with a ticket machine. I'll let you know how I get on. Peter. Last edited: 25/02/2014 at 23:13 by pbinnersley Log in to reply |
| What is a fair fare compensation 25/02/2014 at 23:16 #56226 | |
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headshot119
4869 posts |
" said:" said:Then you are within your right to purchase a ticket on board with all associate discounts as you did not have an opportunity to pay before boarding.I've just put in a claim to London Midland and requested a cheque instead of vouchers as they have replaced my local booking office with a ticket machine. I'll let you know how I get on. "Passengers for New Lane, should be seated in the rear coach of the train " - Opinions are my own and not those of my employer Log in to reply |
| What is a fair fare compensation 25/02/2014 at 23:23 #56227 | |
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Peter Bennet
5402 posts |
" said:Personally the only TOC I've ever had any difficulty with claiming from is XC - their claim form is virtually unfindable and emails go in answered. I found it by an internet search in the end. FCC, on the other hand, tweet about it, drivers announce it and the leaflets are in the booking office and easily found on their site. So it's swings and roundabouts.This is the report This is what FCC twittered to me when I queried "An account style Delay Repay system is due for release. Software has been built, few glitches to sort & training to undertake" on 3 Nov and "I can imagine! You can tweet @networkrail if you ever want to query or comment on this  ^Leigh"I did not follow up with NR. Peter I identify as half man half biscuit - crumbs! Log in to reply |
| What is a fair fare compensation 26/02/2014 at 10:08 #56234 | |
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GoochyB
222 posts |
I was on a trip with EMT a while back to London, the MML got closed completely ahead of us following a suicide so I didn't make it to London at all - I would have totally missed the meeting and probably my advance purchased return train too! I explained this in the compensation claim but they still only refunded the outward ticket.
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| What is a fair fare compensation 26/02/2014 at 18:39 #56250 | |
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guidomcc
246 posts |
When a recent ten minute journey turned into a two hour one, I thought I wouldn't get my £1.40 single refunded. However, First Great Western are now allowing refunds due to storms, and have even waived their £10 "administration" fee. Form's in the post. Log in to reply |
| What is a fair fare compensation 26/02/2014 at 20:40 #56260 | |
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Peter Bennet
5402 posts |
There shouldn't be an admin fee for a delay claim. Peter I identify as half man half biscuit - crumbs! Log in to reply |
| What is a fair fare compensation 26/02/2014 at 20:52 #56262 | |
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benstafford
88 posts |
Southern are usually quite good, although I am still waiting for 2 from October and November. They refund to your online Southern account, if you request, which you can use to buy the next Season Ticket or any train ticket for the UK.
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| What is a fair fare compensation 26/02/2014 at 20:58 #56265 | |
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headshot119
4869 posts |
" said:When a recent ten minute journey turned into a two hour one, I thought I wouldn't get my £1.40 single refunded. However, First Great Western are now allowing refunds due to storms, and have even waived their £10 "administration" fee.No admin fee is charged for refunds made on the basis that you have chosen not to travel due to disruption. "Passengers for New Lane, should be seated in the rear coach of the train " - Opinions are my own and not those of my employer Log in to reply |
| What is a fair fare compensation 01/03/2014 at 21:57 #56416 | |
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UKTrainMan
1803 posts |
Good luck using any Rail Travel Vouchers once you're issued and have them! Back in November 2008 I was booked to travel back home from Doncaster with First Hull Trains for only £9. Earlier on in the day, 180110 arrived there and had failed for some reason or other, my train home later was cancelled, so I ended up travelling back with East Coast (sadly, a 225 set); subsequently sent off for and eventually received the full fare back in Rail Travel Vouchers. I seem to recall that when it came to using these vouchers at London Charing Cross for at-least a contribution towards my fare down to Ashford and back, the staff in the ticket office didn't seem to even recognise them at first - which, combined with the queue, resulted in me literally only just making my intended train (with a few of my friends already on-board, as pre-arranged as a last minute resort to meeting on the concourse)! Any views and / or opinions expressed by myself are from me personally and do not represent those of any company I either work for or am a consultant for. Last edited: 01/03/2014 at 23:41 by UKTrainMan Log in to reply |
| What is a fair fare compensation 01/03/2014 at 23:27 #56425 | |
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Peter Bennet
5402 posts |
I have great fun when I buy my Season Ticket. Last year he added the vouchers up 3 times, each time getting a different result: ended up taking my figure as the correct value. Peter I identify as half man half biscuit - crumbs! Log in to reply |
| What is a fair fare compensation 02/03/2014 at 09:23 #56427 | |
KymriskaDraken
963 posts |
I just looked at the SJ webpage to see what the compensation system is here in Sweden. If your train is 30+ mins late you get a 50% refund in vouchers, and if it's over an hour late you get 100%. (the time are 1 hour and 2 hours respectively for night trains). However if you want compensation in cash you get less, and have to wait longer - 1 hours delay gets you 25% back, and 2 hours or more gets 50%. In Stockholm SL have a guarantee system where if you are more than 20 mins late you can claim the cost of alternative transport to get you to your destination, up to 800kr. So if my train is five minutes late, which means I miss my bus by 2 minutes, and the next bus isn't for another half an hour, I can get a taxi and claim the money back off SL later. Log in to reply |
| What is a fair fare compensation 10/03/2014 at 21:22 #56817 | |
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pbinnersley
431 posts |
" said:They sent me vouchers. Apparently the booking office is still open on a single shift "subject to staff availability". They recently went through a consultation to close it and the lights have been off on my last few visits so I assumed that had been implemented. Peter. Last edited: 10/03/2014 at 21:24 by pbinnersley Log in to reply |
