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MSE News: Know your train and Tube refund rights amid travel chaos

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MSE News: Know your train and Tube refund rights amid travel chaos

edited 30 November -1 at 1:00AM in Public Transport & Cycling
12 replies 4.2K views
Former_MSE_DarrylFormer_MSE_Darryl
210 posts
edited 30 November -1 at 1:00AM in Public Transport & Cycling
"It's been a bad day for commuters, with more woe to come, so what can you claim if you're delayed?...."
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  • I got over £200 in Rail Travel Vouchers from a delayed trip on East Coast.

    PLeased to discover I can top up my Oystercard PAYG with them for tube and bus journeys

    You can also turn them into cash by buying and topping up and Oyster card, then requesting a cash refund (which I've done, not easy for those outside London, but an option...)
  • The article is a little misleading - actually most train companies provide more generous compensation than the mimimum required in the Conditions of Carriage.

    Find your train company from the list at National Rail Enquiries.

    Each has a different system according to their contract with the government. And very often, train companies DO provide compensation for delays caused by things outside of their control - weather, vandalism, suicides etc. Well worth checking.
  • gocatgocat Forumite
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    When I went to the oympics last July to see a rehearsal for the opening show, afterwards, there were announcements that the central line wasnt working so 4 of us had to get a taxi to where we were staying. We had bought return tickets as didnt have oyster cards but TFL would only refund us the equivalent of what an oyster card would have charged :mad:
  • westvwestv Forumite
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    stan5001 wrote: »
    PLeased to discover I can top up my Oystercard PAYG with them for tube and bus journeys

    Oh can you? That's useful to know.
  • On a busy train the other day 1st class was declassified and we were told you can claim back the price as you have paid out extra for 1st for the part of the journey that has been opened up to everyone.

    Especially with the busy trains on the run upto Xmas this may be of interest to anyone wanting to travel in 1st.
  • What I want to understand is, to what extend a train company is liable if the delay to my train causes me to miss a concert or event? Can I claim back the cost of the concert ticket as well as the train ticket? What would be considered a reasonable amount of time to have allowed myself between the train arriving and the concert beginning?
  • What I want to understand is, to what extend a train company is liable if the delay to my train causes me to miss a concert or event? Can I claim back the cost of the concert ticket as well as the train ticket? What would be considered a reasonable amount of time to have allowed myself between the train arriving and the concert beginning?

    They would not be liable. Your own personal travel insurance may cover it, but when you buy a train ticket you are bound by the National Rail Conditions of Carriage, which state:
    the Train Companies do not accept liability for any
    loss (including consequential loss) caused by the delay and/or cancellation of any train.
  • snowgosnowgo Forumite
    145 posts
    Part of the Furniture 100 Posts Combo Breaker
    3 of us were delayed by more than 2 hours on a virgin train on 30 Dec. Our train was cancelled and we were permitted to travel on a train leaving 1 hour 20 min later, which was also delayed. We were just given a small cup of coffee or bottle of water each for free on the train.

    I applied for compensation as I'd paid for all three tickets, bought online 10 days before travel, at cost of £51. Virgin trains have sent me vouchers to buy train tickets up to value of £100. Sounds great but .... it states that the vouchers must be used either at the station in person or book by phone at least 14 days in advance. I live 12 miles from main station, so I'm not willing to make special journey to buy tickets. Buying at the station on the day of travel would likely mean paying higher fare (and uncertainty beforehand about getting a seat if it's busy.) Booking more than two weeks in advance by phone is something I would never do - I cant usually commit to travelling so far in advance in case my work plans change (I'm self-employed and have to accommodate to work requests that come in to me).

    There is no option to use the compensation vouchers online, although that is the method I originally purchased tickets. Seems somewhat unreasonable to me. I'm tempted to send them the vouchers back as I'll struggle to use them. The vouchers have to be used within 12 months period. Anyone think it would be worth complaining to virgin trains about the limited flexibility of the vouchers? I'd be willing to accept lesser amount if I could use them online.
  • If you ever go to London; load them on your oyster card and then ask for a refund of your oyster credit (might have to ask the refund at a different time or station).

    Can be done a both Underground and National rail stations.
    snowgo wrote: »
    3 of us were delayed by more than 2 hours on a virgin train on 30 Dec. Our train was cancelled and we were permitted to travel on a train leaving 1 hour 20 min later, which was also delayed. We were just given a small cup of coffee or bottle of water each for free on the train.

    I applied for compensation as I'd paid for all three tickets, bought online 10 days before travel, at cost of £51. Virgin trains have sent me vouchers to buy train tickets up to value of £100. Sounds great but .... it states that the vouchers must be used either at the station in person or book by phone at least 14 days in advance. I live 12 miles from main station, so I'm not willing to make special journey to buy tickets. Buying at the station on the day of travel would likely mean paying higher fare (and uncertainty beforehand about getting a seat if it's busy.) Booking more than two weeks in advance by phone is something I would never do - I cant usually commit to travelling so far in advance in case my work plans change (I'm self-employed and have to accommodate to work requests that come in to me).

    There is no option to use the compensation vouchers online, although that is the method I originally purchased tickets. Seems somewhat unreasonable to me. I'm tempted to send them the vouchers back as I'll struggle to use them. The vouchers have to be used within 12 months period. Anyone think it would be worth complaining to virgin trains about the limited flexibility of the vouchers? I'd be willing to accept lesser amount if I could use them online.
  • late train and broken toilet which stank the coach out = £65 for a £94 fare. not bad for the price of a stamp and a bit of time.
    Fares Advisor & Oyster Specialist - Newdeal/ukRail Fares Workshop Accredited
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