Chiltern compensation

Fuzzy_Duck

I've been struggling to find how you claim when your train is delayed/cancelled. My train to work was cancelled this morning and the next train wasn't for another 40 minutes. The passenger's charter only mentions compensation for delays but I assume I'm entitled to at least half my money back as I was waiting more than half an hour.

Problem is it doesn't say HOW you claim. I assumed there would be an online form somewhere on their website but i can't find one (and I know train companies tend to hide such things!) Is it simply a case of asking a member of staff at the station?

Normally I wouldn't even bother but as I've had cancellations abound for the past fortnight I feel I may as well get as much money back as I'm entitled to!

dzug1

http://www.chilternrailways.co.uk/downloads/9781.2/passengers-charter-february-2009-edition.pdf

You normally need to write in with your ticket and details of the delay.

http://www.chilternrailways.co.uk/get-in-touch/ is an online form though

If there's a paper form any manned Chiltern station should have it.

moneypooh

I'm not happy with Chiltern either at the moment. I live 0.5 miles away from a station and getting into London is really easy; however next weekend it's a nightmare and I will need to travel 10 miles to get to a station going direct - Chiltern are charging me nearly double the normal fair I get for the pleasure too!! ( I use a railcard with my daughter) Normally, £17 for a travelcard, next weekend the cheapest I can find WITH the card is £30. I'll also have the costs of travel to get to the other station and parking
When I looked up the trains available I could get a morning one that would take an hour, but the return would take 7.5hrs due to changing trains and using buses! I can't understand why I can't get a better travelcard for nearer journey at the same times.

KeithP

moneypooh wrote: »

I can't understand why I can't get a better travelcard for nearer journey at the same times.

As you have given no clues of where you are travelling from and to, it is very difficult for anyone to help with your understanding.

Fuzzy_Duck

dzug1 wrote: »

http://www.chilternrailways.co.uk/downloads/9781.2/passengers-charter-february-2009-edition.pdf

You normally need to write in with your ticket and details of the delay.

http://www.chilternrailways.co.uk/get-in-touch/ is an online form though

If there's a paper form any manned Chiltern station should have it.

Thank you, I should have thought to look there! Here's hoping they'll better than London Midland as they ignored my last refund request!

dzug1

moneypooh wrote: »

, but the return would take 7.5hrs due to changing trains and using buses!

Highly unlikely, it's not a 'real' result. This sort of thing happens when you ask for a journey after the last train of the day has gone and the system will show up a nonsense routing in a desperate attempt to get you to your destination. You usually arrive somewhere on the last train and have to wait hours for the first train next day to carry on. No sane person would take up the offer.

If you said what the two stations were that are your alternatives we might be able to come up with a better solution - or at least explain what is happening. The only thing I can think of is that your railcard is not valid on the alternative route - but I can't think of any station that fits your description where that would be the case

AirlieBird

moneypooh wrote: »

I'm not happy with Chiltern either at the moment. I live 0.5 miles away from a station and getting into London is really easy; however next weekend it's a nightmare and I will need to travel 10 miles to get to a station going direct - Chiltern are charging me nearly double the normal fair I get for the pleasure too!! ( I use a railcard with my daughter) Normally, £17 for a travelcard, next weekend the cheapest I can find WITH the card is £30.

As dzug1 says it's likely that the railcard discount isn't being applied for some reason.

When I looked up the trains available I could get a morning one that would take an hour, but the return would take 7.5hrs due to changing trains and using buses! I can't understand why I can't get a better travelcard for nearer journey at the same times.

There appears to be an error in the National Rail database which is causing this. Chiltern's amended timetable is here, but the XX20 and XX50 trains from London Marylebone to Haddenham & Thame Parkway do not appear in the results when you do a search on the National Rail database for trains to any of the stations they call at.

moneypooh

KeithP wrote: »

As you have given no clues of where you are travelling from and to, it is very difficult for anyone to help with your understanding.

I don't need help in understanding my route just why it's more expensive, and yes I have spoken directly with CR and their customer service dept wasn't sure why the price was more either.

My Family & friends railcard is valid for all stations concerned, I use it all the time on the same route.

moneypooh

AirlieBird wrote: »

There appears to be an error in the National Rail database which is causing this. Chiltern's amended timetable is here, but the XX20 and XX50 trains from London Marylebone to Haddenham & Thame Parkway do not appear in the results when you do a search on the National Rail database for trains to any of the stations they call at.

It does appear that the website is talking rubbish. It wanted me to go via Paddington and Oxford then buses when I put in my request for trains - great help when that happens.

dzug1

moneypooh wrote: »

I don't need help in understanding my route just why it's more expensive, and yes I have spoken directly with CR and their customer service dept wasn't sure why the price was more either.

My Family & friends railcard is valid for all stations concerned, I use it all the time on the same route.

It's more expensive because FGW charge higher fares than Chiltern.
Because (well a few of) their trains are 'better' ie HST.

And it's a longer journey. Not for nothing were they known as the Great Way Round on some routes.

Simon11

There's going to be lots of disruption for Chiltern during the weekends for 2010/11 while they upgrade the line. Better get ready for buses....