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Train refund for replacement bus service?
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Hello
After Christmas I was trying to get to London King's Cross from Luton Airport. There were emergency works on the line.
I went to the counter to ask what was happening and he sold me two tickets (full train fare) and then told us to queue outside for a bus.
The 30 min train journey turned into a three hour coach ride. Not ideal with an 8month old baby. We were told that the coach ride would take 45 mins to an hour. We were then left in Hendon instead of King's Cross. And the coach didn't even take us right to Hendon Station, but a ten minute walk on icy pavements (not ideal with a baby, suitcases and me with a broken foot and crutches).
The coach driver didn't want to see our tickets and nobody else seemed to have any.
Does anyone know if we should be able to get a refund?
After Christmas I was trying to get to London King's Cross from Luton Airport. There were emergency works on the line.
I went to the counter to ask what was happening and he sold me two tickets (full train fare) and then told us to queue outside for a bus.
The 30 min train journey turned into a three hour coach ride. Not ideal with an 8month old baby. We were told that the coach ride would take 45 mins to an hour. We were then left in Hendon instead of King's Cross. And the coach didn't even take us right to Hendon Station, but a ten minute walk on icy pavements (not ideal with a baby, suitcases and me with a broken foot and crutches).
The coach driver didn't want to see our tickets and nobody else seemed to have any.
Does anyone know if we should be able to get a refund?
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Comments
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So you think that because of unforeseeable emergency works the train company should convey you and all its passengers to the destination for free.0
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There is no refund im afraid"If you no longer go for a gap, you are no longer a racing driver" - Ayrton Senna0
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I believe you can probably get a partial refund. I used to commute a lot and 4-5 years ago the policy was something like an hour delay = 1/4 refund, 2 hrs 1/2 refund, 3 hours 3/4 and 4 the whole lot.
Keep your complaint simple and unemotional and attach your train tickets. It doesn't hurt to try.
http://www.direct.gov.uk/en/TravelAndTransport/Publictransport/RailTravel/DG_10036295
You need to contact the train company - so great western or whoever. If you don't ahve your tickets then it will be difficult if not impossibleHouse saving Targets:
£17,700 / £20,0000 -
spugzbunny wrote: »I believe you can probably get a partial refund. I used to commute a lot and 4-5 years ago the policy was something like an hour delay = 1/4 refund, 2 hrs 1/2 refund, 3 hours 3/4 and 4 the whole lot.
Keep your complaint simple and unemotional and attach your train tickets. It doesn't hurt to try.
http://www.direct.gov.uk/en/TravelAndTransport/Publictransport/RailTravel/DG_10036295
You need to contact the train company - so great western or whoever. If you don't ahve your tickets then it will be difficult if not impossible
The delay repay is different to engineering works and therefore is not eligible for this instance of a longer journey"If you no longer go for a gap, you are no longer a racing driver" - Ayrton Senna0 -
Jeff_Bridges_hair wrote: »The delay repay is different to engineering works and therefore is not eligible for this instance of a longer journey
I'd have thought there's still a possible claim based on the time the replacement bus should have taken
They can only say no and might say yes0 -
They can only say no and might say yes
Definate, write a letter of complaint to whichever Train Company you were meant to travel with, enclose you train tickets and see what happens.
Won't even cost you the price of a stamp as most Train Companies' customer services dept is a Freepost address.Whoa! This image violates our terms of use and has been removed from view0 -
I'd have thought there's still a possible claim based on the time the replacement bus should have taken
They can only say no and might say yes
No not at all. Because of the nature of the bus replacement services then there is no case for a refund.
Again the delay repay is not applicable when there are engineering works in force"If you no longer go for a gap, you are no longer a racing driver" - Ayrton Senna0 -
Jeff_Bridges_hair wrote: »No not at all. Because of the nature of the bus replacement services then there is no case for a refund.
Again the delay repay is not applicable when there are engineering works in force
A quote from the East Coast Passenger charter in reference to Delay Repay;
'Exceptions
We don't normally accept claims for compensation or refunds if, before you buy your ticket, we have published a revised timetable or given details of an alternative route owing to engineering work.'
So you have nothing to lose in complaining and you might be very lucky and get some compensation.Whoa! This image violates our terms of use and has been removed from view0 -
Livingthedream wrote: »A quote from the East Coast Passenger charter in reference to Delay Repay;
'Exceptions
We don't normally accept claims for compensation or refunds if, before you buy your ticket, we have published a revised timetable or given details of an alternative route owing to engineering work.'
So you have nothing to lose in complaining and you might be very lucky and get some compensation.
I can't see any reason why they should not pay claims based on the revised timetable
That is say the train is revised to take 3 hours rather than 2. It takes 3 hours - no claim. It takes 4 hours - claim for one hour, not two.0 -
Livingthedream wrote: »A quote from the East Coast Passenger charter in reference to Delay Repay;
'Exceptions
We don't normally accept claims for compensation or refunds if, before you buy your ticket, we have published a revised timetable or given details of an alternative route owing to engineering work.'
So you have nothing to lose in complaining and you might be very lucky and get some compensation.
Quote east coast all you want they were travelling with Thameslink."If you no longer go for a gap, you are no longer a racing driver" - Ayrton Senna0
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