Claiming rail tickets on a delayed journey

Miss_Muppet

I had a journey delayed by 2.5 hours on Monday, but I'm not sure who to claim from.

I usually travel with Company A and, as they don't discount for advance fares, I buy my train ticket on the day. I arrived at the station to find my scheduled train delayed by 2 hours. Company B said they would honour tickets for Company A, but not if I bought it on the day.

So, I bought a return with Company B and travelled on my outward journey with them.

I travelled back on my usual train with Company A as they also said that due to the emergency timetable, they'd honour the other company's tickets. However, we were delayed by 2.5 hours.

Who do I claim from? I have a feeling they're both going to say "not my problem".

wealdroam

Miss_Muppet wrote: »

I have a feeling they're both going to say "not my problem".

They probably will.

Unless you can tell us who A and B are, it is unlikely that anyone can help further.

This is because there are two types of "delay refund" schemes subscribed to by various operators.

One of these schemes pronounces that no refund will be given if the cause of the delay is outside their control. The other does not.

Miss_Muppet

wealdroam wrote: »

They probably will.

Unless you can tell us who A and B are, it is unlikely that anyone can help further.

This is because there are two types of "delay refund" schemes subscribed to by various operators.

One of these schemes pronounces that no refund will be given if the cause of the delay is outside their control. The other does not.

A is Grand Central, B is East Coast.

yorkie2

You have an 'East Coast' ticket (are you sure this is not actually an Any Permitted ticket?) that you used on GC, and GC were delayed due to circumstances out of their control (ie, poor weather conditions)?

I believe you are not entitled to anything back, if that is what you are asking.

East Coast go well beyond the minimum they have to give in the National Rail Conditions of Carriage, as their Delay Repay scheme is far more generous, however if you do not travel with them that does not apply.

It's a bit like some taxi companies saying they'll give you a refund if the weather is bad, that'd be incredibly generous, but you couldn't claim from them if you used a different company.

The Delay Repay scheme is incredibly generous compared to the Conditions of Carriage.

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

H. TRAIN SERVICE DISRUPTION
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.
(b) The amount of compensation offered by each Train Company in its Passenger’s
Charter varies from Train Company to Train Company. However, if you are more
than one hour late at your destination station you will, as a minimum, be entitled
to compensation in the form of travel vouchers in accordance with the table below:
The table above does not apply if you are entitled to a refund in accordance with Condition 26.

Ticket held Amount in vouchers

Single ticket
20% of the price paid

Return ticket with delay on outward or return journey
10% of the price paid

Return ticket with delay on both the outward and return journey
20% of the price paid

7-Day Season Ticket for each day a delay occurs
20% of the price paid ÷ 7

Monthly or longer period Season Ticket
The discount or compensation arrangements in the relevant
Train Company’s Passenger’s Charter apply.

So, if it was within GC's control, then you are entitled to 10% of the cost of a return ticket in the form of rail travel vouchers (as you were delayed by more than 1 hour on your return journey), if it was not within GC's control you are not entitled to anything.

If you use EC you are entitled to much more, in fact with a 2 hour delay on one leg you'd get the whole return ticket price back, even if it is not within their control!

GC are cheaper, but not if there are delays!