visa guareentee - trains

southy007

Hi,

quick question on the visa guarentee....

If i book a train ticket, yet there is a replacement bus service on the day (which has happened), if i have bought them on a visa credit card, is there anything i could do under the goods not being as described, or something like that.

Any info, thanks

never-in-doubt

No, cos in essense the service got you from A to B which is what matters more. This is a pain and happens a lot but only way to get anything is to write to operator of trains and ask for compo from them but don't hold your breath

NickX

never-in-doubt wrote: »

No, cos in essense the service got you from A to B which is what matters more. This is a pain and happens a lot but only way to get anything is to write to operator of trains and ask for compo from them but don't hold your breath

I don't quite agree actually. If you have paid for First Class train tickets you expect the "First Class" service and this would not occur on a replacement bus (i.e. newspapers, refreshements, large seats etc). The supplier should give you advance warning of the change in circumstances and the option to cancel with a refund or rebook.

If they have not done this then they are in breach of their agreement and if you paid by Credit Card then the Card Provider is equally and severably liable under Section 75 of the Consumer Credit Act.

In addition I would expect the bus service will take longer than the train service and remember there is a Passenger Charter under which the train service provider are required to offer compensation if they are unable to get to you to your destination within an agreed timescale.

First port of call is a complaint to the Train Service Provider, if they are not helpfull then its worth a chat with your Card Provider.

never-in-doubt

NickX wrote: »

I don't quite agree actually. If you have paid for First Class train tickets you expect the "First Class" service and this would not occur on a replacement bus (i.e. newspapers, refreshements, large seats etc). The supplier should give you advance warning of the change in circumstances and the option to cancel with a refund or rebook.

If they have not done this then they are in breach of their agreement and if you paid by Credit Card then the Card Provider is equally and severably liable under Section 75 of the Consumer Credit Act.

In addition I would expect the bus service will take longer than the train service and remember there is a Passenger Charter under which the train service provider are required to offer compensation if they are unable to get to you to your destination within an agreed timescale.

First port of call is a complaint to the Train Service Provider, if they are not helpfull then its worth a chat with your Card Provider.

the train operator will simply refuse to deal and as for s.75 forget it cos you're not protected at all. The bottom line is that in order to continue service they provide a bus!

This is acceptable, and the OP never bought 1st class tickets did they>

goes back to the argument of i've paid my fare so I expect a seat! sorry, try again!

Edit: Conditions of Carriage here: http://www.nationalrail.co.uk/times_fares/nrcc/

http://www.nationalrail.co.uk/system/galleries/download/misc/NRCOC.pdf

NickX

never-in-doubt wrote: »

Nick argue all you want, the train operator will simply refuse to deal and as for s.75 forget it cos you're not protected at all. The bottom line is that in order to continue service they provide a bus!

This is acceptable, and the OP never bought 1st class tickets did they

Well I'm not going to argue but I have a lot of experience with First Class train travel and if the service is not up to scratch I have complained and always got satisfaction. They make a lot of money on First Class and want to keep those customers happy. I have never had to use Section 75, the train provider will always offer compensation or refund.

I don't think the OP said whether it was First Class, and yes you cannot expect quite the same compensation for a Standard Class ticket.

However, if they replaced the train with a bus service without prior notice then the OP has a case. They purchased a TRAIN ticket and not a BUS ticket. Provided the OP has his original ticket, there is no harm in writing a letter of complaint to the train operator.

never-in-doubt

NickX wrote: »

Well I'm not going to argue but I have a lot of experience with First Class train travel and if the service is not up to scratch I have complained and always got satisfaction. They make a lot of money on First Class and want to keep those customers happy. I have never had to use Section 75, the train provider will always offer compensation or refund.

I don't think the OP said whether it was First Class, and yes you cannot expect quite the same compensation for a Standard Class ticket.

However, if they replaced the train with a bus service without prior notice then the OP has a case. They purchased a TRAIN ticket and not a BUS ticket. Provided the OP has his original ticket, there is no harm in writing a letter of complaint to the train operator.

Ahh fair enough 1st class may have different rules but cmmon mate, how many of us use 1st class? I understand there could be an argument as you lose certain perks but I thought their primary objective was getting them from a to b?

As it happens I agree that compo from the operator would be best all round and really the only option but they will say no, unless of course it was 1st class and a decent operator as some are worse than others to deal with....

NickX

Thanks for posting the Terms and Conditions, I think there is going to be some discretion on the part of the Train Operator.

The paragraph that looks to be relevent is on Page 17, Section 42

42. Compensation for delays

(a) Where delays, cancellations or poor service arise for reasons within the
control of a Train Company or Rail Service Company, you are entitled to
compensation in accordance with the arrangements set out in that Train
Company's Passenger’s Charter. This can be obtained from the relevant Train

Company’s ticket offices, customer relations office or internet site

Personally I would say that replacing the train with a bus could constitute "poor service" which you could use to argue for compensation.

To be honest it all depends on how much you paid for the ticket. If you spent £200 then they will compensate you, if you spend £10 then don't expect much if anything.

For Section 75 to apply the cost has to be more than £100 anyway.

never-in-doubt

NickX wrote: »

Thanks for posting the Terms and Conditions, I think there is going to be some discretion on the part of the Train Operator.

The paragraph that looks to be relevent is on Page 17, Section 42

42. Compensation for delays

(a) Where delays, cancellations or poor service arise for reasons within the
control of a Train Company or Rail Service Company, you are entitled to
compensation in accordance with the arrangements set out in that Train
Company's Passenger’s Charter. This can be obtained from the relevant Train

Company’s ticket offices, customer relations office or internet site

Personally I would say that replacing the train with a bus could constitute "poor service" which you could use to argue for compensation.

To be honest it all depends on how much you paid for the ticket. If you spent £200 then they will compensate you, if you spend £10 then don't expect much if anything.

For Section 75 to apply the cost has to be more than £100 anyway.

Cheers Nick for finding the relevant section..... started it and then gave up after 15 pages! They always refer to the charter and most smaller train operators use a locailsed charter that could say we'll pay you £10 compo for loss of service or similar. Its a mess tbh - i've tried in the past several times and never got any joy complaining. In fact, I did once from Midland mainline - they sent me £15 as a gesture of goodwill (note: these were in train vouchers only toward another journey) but my ticket cost over £40.

Agree that it is a little hit-and-miss.

good luck OP - you'll need it!

NickX

never-in-doubt wrote: »

In fact, I did once from Midland mainline - they sent me £15 as a gesture of goodwill (note: these were in train vouchers only toward another journey) but my ticket cost over £40.

Yes they do usually send the compensation in vouchers. This doesn't bother me as I commute into Central London quite a bit.

About 5 years ago the whole train system virtually collapsed and after nearly every journey I had to complain. It took quite a bit of time writing the letters, but the compensation from one journey was paying the next lol

They are a lot better now, the Pendolinos that go into London Euston offer a great service in First Class, you get free alcoholic drinks and if your lucky a full breakfast or full evening meal.

never-in-doubt

NickX wrote: »

Yes they do usually send the compensation in vouchers. This doesn't bother me as I commute into Central London quite a bit.

About 5 years ago the whole train system virtually collapsed and after nearly every journey I had to complain. It took quite a bit of time writing the letters, but the compensation from one journey was paying the next lol

They are a lot better now, the Pendolinos that go into London Euston offer a great service in First Class, you get free alcoholic drinks and if your lucky a full breakfast or full evening meal.

That sounds nice mate - free alcohol or tea/brekkie - yum yum (every commuters dream after an hour fight in the tube system!)

bankjob_2

evening all,

You can actually claim on a non receipt of service basis but written confirmation of what was ordered maybe needed but not neccessarily as its visa not m.card (but just a ticket with word train on or something along those lines) and if the alternative was not accepted. You paid for a train on a certain time and date you are under no obligation to accept the bus and they have not provided what you agreed to. hope this makes sense its getting late and my typing is slurring ha.