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South West Trains compensation claim
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# 1
kingalex985
Old 18-05-2011, 10:16 AM
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Default South West Trains compensation claim

Hi all,

First of all, apologies if this is the wrong place to put this thread, I had a look and it seemed the best place!

Basically about a month ago I planned to watch the gf doing a 10k run and intended to travel by train to get there. When I got to the station everything was fine, however with about 5 minutes to go the train was suddenly cancelled. Considering this is a small station, trains only go through once an hour. On the advice of the Customer Services I took the train in the opposite direction to a larger station in the hope that they would have a more direct train. However, when we got there I had no such luck.

I asked one of the members of staff the policy regarding getting a taxi and whether I would get compensation, to which he told me that every case is handled on its own merits. Because I had to be there at a set time he thought they would most likely pay me for the taxi fare.

Anyway, just the other day I got a letter from South West Trains with rail vouchers for 2 (The price of my train ticket), but I'd had to spend 20 on a taxi. Does anybody know the T&Cs of rail companies enough to advise me on my rights?
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# 2
spiro
Old 18-05-2011, 10:28 AM
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Looks like that is all you are entitled to http://www.nationalrail.co.uk/system...misc/NRCOC.pdf
IT Consultant in the utilities industry specialising in the retail electricity market.

4 Credit Card and 1 Loan PPI claims settled for 26k, 1 rejected (Opus).
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# 3
Livingthedream
Old 18-05-2011, 11:26 AM
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Have you got a genuine receipt from the Taxi driver for 20? if you have then it will make this easier for yourself, but write a letter to Passenger focus, explain in the letter what you told us in your opening post, enclose all rail tickets, letters from SW Trains and any taxi receipts that you may have. (but take photocopies just incase they lose them)

You might be lucky and catch Passenger focus on a good day and receive some more rail vouchers, but it's a freepost adddress so all it will cost you is time.

Passenger Focus
FREEPOST (RRRE-ETTC-LEET)
PO BOX 4257
Manchester
M60 3AR
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# 4
Stigy
Old 18-05-2011, 11:43 AM
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Quote:
Originally Posted by kingalex985 View Post
Anyway, just the other day I got a letter from South West Trains with rail vouchers for 2 (The price of my train ticket), but I'd had to spend 20 on a taxi. Does anybody know the T&Cs of rail companies enough to advise me on my rights?
Only 2 for the fare? I'm assuming that was a discounted fare!

As livingthedream said, if you have the receipt for the taxi this will help your case. I'm assuming you got one as you intended to claim for this from the outset.
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# 5
kingalex985
Old 18-05-2011, 2:20 PM
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Yes, it was a discounted fare (bought with a railcard). Problem is that I sent the original receipt in the post along with my tickets in order to claim. The letter I was sent returned neither, so now I'm without proof. I can only hope that the train company retained these and I can request the receipt to be sent to me.

Thank you anyway for all the advice, I'm grateful to have some help in the matter!
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# 6
geordieracer
Old 18-05-2011, 2:47 PM
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Be careful about the advice saying you may get your taxi fare back. In both the NCoC and SWT passenger charter http://www.southwesttrains.co.uk/pas...ter.aspx#65666 it does not mention about refunding you for the cost of a taxi you made on your own behalf rather then the TOC providing them themselves in times of disruption.

They could argue that you had not left sufficient time for your journey and all sorts of other reasons why they should not provide you for the refund of your taxi fare. Its always best to get something in writing from the station staff before taking something like this on board yourself.You never know they may have had coaches on route to do the trains job and so forth

Im just popping in but go over to here http://www.railforums.co.uk/ register and post in the Fares section where they will be able to give you a more indepth solution to your question.
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# 7
Livingthedream
Old 18-05-2011, 4:17 PM
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Quote:
Originally Posted by kingalex985 View Post
Yes, it was a discounted fare (bought with a railcard). Problem is that I sent the original receipt in the post along with my tickets in order to claim. The letter I was sent returned neither, so now I'm without proof. I can only hope that the train company retained these and I can request the receipt to be sent to me.

Thank you anyway for all the advice, I'm grateful to have some help in the matter!
Oh dear, you could try and ask SW trains for the receipt if they still have it that is? But as Geordieracer stated SWT don't have to refund you anything that's why Passenger Focus was mentioned as they might be able to help, but again as I stated, you would have to be lucky, but what have you got to lose in trying.

You could also try this forum as well to get more help.

CAG(Public transport/trains, tubes and buses)
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# 8
moonrakerz
Old 18-05-2011, 6:39 PM
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SWT are a Law unto themselves I'm afraid. You may have to put this one down to experience.

Always get things in writing, take names, note times, get them to organise (and pay for) a taxi - and even then you will struggle to get anything out of them !
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# 9
geordieracer
Old 18-05-2011, 7:52 PM
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Quote:
Originally Posted by moonrakerz View Post
SWT are a Law unto themselves I'm afraid. You may have to put this one down to experience.

Always get things in writing, take names, note times, get them to organise (and pay for) a taxi - and even then you will struggle to get anything out of them !
Irrelevant of which TOC it is they are NOT obliged to pay for everyones taxis to get them to their destination.
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# 10
albo2002
Old 21-06-2011, 10:25 PM
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does anyone know how you actually get a refund off SWT?

I renewed my annual season ticket at the beginning of the month and was told to come back in a week to claim refunds for problems over the previous year.

I came back a week later and was told I need to come back in two weeks!

Now I've looked at their compensation claim page, it says I have to do it in writing and within 28 days of the event occuring.

Completely baffled
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# 11
property.advert
Old 22-06-2011, 12:11 AM
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Their letter on an A2 poster at Basingstoke station mentioned their willingness to consider claims for reasonable compensation. No mention was made to any T&C.
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# 12
geordieracer
Old 22-06-2011, 12:51 PM
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Quote:
Originally Posted by albo2002 View Post
does anyone know how you actually get a refund off SWT?

I renewed my annual season ticket at the beginning of the month and was told to come back in a week to claim refunds for problems over the previous year.

I came back a week later and was told I need to come back in two weeks!

Now I've looked at their compensation claim page, it says I have to do it in writing and within 28 days of the event occuring.

Completely baffled

Write to them. All the information is on their website which i struggle to understand why you didnt even to think to look at.
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# 13
albo2002
Old 23-06-2011, 6:45 PM
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Quote:
Originally Posted by geordieracer View Post
Write to them. All the information is on their website which i struggle to understand why you didnt even to think to look at.


You obviously haven't read the SWT site lately - all their information is absolutely not on their website!

I've now been emailed by SWT saying that I can claim a refund from June 30 and I should do this via my local station.

Their website says nothing about June 30 and says you have to write to them
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# 14
geordieracer
Old 24-06-2011, 12:27 PM
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Quote:
Originally Posted by albo2002 View Post


You obviously haven't read the SWT site lately - all their information is absolutely not on their website!
So this isnt on their website ?

Quote:
How to make a claim
Please complete a Comments Form available at any South West Trains ticket office or from our Customer Service Centre and send it to our Customer Service Centre (address shown below) To help speed up your claim, please enclose your travel tickets or proof of purchase. Claims for compensation must be made within 28 days of the expiry of the ticket. We will also accept direct correspondence to our Customer Service Centre.
Customer Service Centre
South West Trains
Overline House
Blechynden Terrace
Southampton
SO15 1GW

And all the information relating to season tickets discount threshold is not found on this link here

http://www.southwesttrains.co.uk/our...nce.aspx#80444

And their passenger charter is not found here http://www.southwesttrains.co.uk/passengerscharter.aspx which doesnt have this under the heading of compensation for delays or cancellations on monthly or longer season tickets?

Quote:
Monthly or longer Season Tickets
There are two different types of compensation available for Monthly or longer Season Ticket holders. These are:
Passenger's Charter: applies if over a period of 12 months we have failed to meet our Passenger's Charter standard.
Void Period: applies to a specific Service Group if a peak period has been severely disrupted.
Passenger's Charter compensation
These are our Passenger's Charter standards for train service performance:
Mainline Suburban

Punctuality 89% 92%
Reliability 99% 99%

We aim to greatly exceed these standards at all times but on some occasions, our train service may be disrupted and we may fail to meet these. We will give you a 5% discount on the price of your Season Ticket if, on average, over the previous 12 months either:
Punctuality has been more than 2.5% below the Passenger's Charter standard, or;
Reliability has been more than 1% below the Passenger's Charter standard.
We will give you a 10% discount on the price of your Season Ticket if, on average, over the previous 12 months both punctuality and reliability fall below these Passenger's Charter standards.
If the monthly average performance figure falls below these Passenger's Charter standards, we will provide Passenger's Charter compensation, which will be given to you as a discount off the price of your renewed Season Ticket.
See here for a record of our train service performance or on Track Record posters at stations. Delays and cancellations that are caused by incidents beyond the control of the rail industry are not included in our performance results.
This includes:
Force majeure (for example a security alert)
Extreme weather
Fatality or suicide
Gross vandalism
Actions by third parties
If we have published in advance an emergency timetable or alternative route.
If trains are cancelled or delayed because of these reasons, we will display the number of trains affected on Track Record posters.
To claim your Passenger's Charter compensation, you must renew your Season Ticket within four weeks of your previous ticket's expiry. Your new ticket must be for the same journey and for the same or a shorter period of time.
However, if you are changing your Season Ticket to cover an alternative route, a longer distance or longer period on a South West Trains journey, or upgrading your journey from Standard to First Class, the discount applied will relate to your previous ticket held. Please contact our Customer Service Centre for further advice.
Please note that where your journey involves travelling on more than one train company, you will only be able to claim from one of those companies. Please ask at the ticket office or call our Customer Service Centre to find out which Passenger's Charter scheme is relevant to your journey.
Void Period compensation
If the performance of our train service falls below an acceptable level during a peak period, it will be declared 'Void' for the Service Groups that are affected. We will provide proportionate compensation for any Void Period. When you renew or surrender your Season Ticket, our ticket office staff will apply any Void Period compensation to which you are entitled. You will be given a Void Period compensation application form, which you can complete and submit with your expired Season Ticket. The compensation will be given to you as a discount off the price of your renewed Season Ticket or as a cash payment if you prefer.
Travelcard Season Tickets
If you bought a Travelcard* valid for one month or longer from one of our ticket offices or our Customer Service Centre and you normally travel on South West Trains services, you will also be able to claim one of the discounts detailed in the Passenger's Charter compensation section above.
If you bought your Travelcard** from anywhere other than a South West Trains outlet, we will consider your claim if you have proof that you use South West Trains for all or part of your journey (for example, a home or work address close to a South West Trains station and details of the journey you make). Please write to our Customer Service Centre if making a claim, enclosing your old ticket together with a photocopy of your new ticket.
* This applies to either traditional paper tickets with a magnetic strip or Oyster cards where you are able to produce your Annual Season Ticket record card or your receipt for Monthly or longer Season Tickets.

** We cannot offer compensation for Travelcards issued on an Oyster card if it was not bought at a South West Trains outlet.

Im AMAZED that they do not store this information on their website. I think you should write in to the address you cant find on their website and let them know that they should update their website so that you can find the relevant information on there and maybe they will update it for you.
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# 15
albo2002
Old 02-07-2011, 10:26 AM
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As stated, to get the refund I had to wait until June 30 and go to a station ticket office to get it, as per the advice on their email (which is what I did do and that's how I got the refund).

What you've pasted from their website 'Claims for compensation must be made within 28 days of the expiry of the ticket' (which I discovered from the ticket office is not actually true for any compensation claim for them anyway) and 'send it to our Customer Service Centre' contradicts the above.
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