train delay compensation- which rail company?

Laurence_WMF

I purchased a return ticket from Cambridge to Aberystwyth from Virgin Trains. Both parts of the journey were substantially delayed. On the way out, the problem was with Virgin Trains, on the way back, with Arriva Trains. To whom should I apply for compensation?

Thanks very much indeed,
Laurence

yorkie2

Delay compensation claims are made on the basis of a single portion, and you should send the claim to the TOC that caused the delay (where a delay occurred with more than one TOC , it is generally appropriate to send it to the TOC who caused the initial delay, but it depends on the exact circumstances and timings involved, as it may be more appropriate to send it to the TOC who caused the greatest delay).

So, in this case, you'd send a claim for Cambridge to Aberystwyth to Virgin, and enclose/attach your outward portion, and from Aberystwyth to Cambridge to ATW, and enclose/attach your return portion.

Laurence_WMF

Many thanks, Yorkie: that's most helpful!

Cheers,
Laurence

Laurence_WMF

I have finally made my claims. The train companies really don't make it easy. I had to phone Arriva to ask how to apply to them (by email was the answer). Virgin have seemingly helpful forms online and at stations, but these don't have any space for giving details of connections, and on the online form you can only choose from a list of Virgin stations, as if the idea that your journey might have involved other train lines hadn't occurred to them. But the Virgin online chat service was helpful, quick and free. It told me to apply by email.

kuepper

Laurence_WMF wrote: »

I have finally made my claims. The train companies really don't make it easy. I had to phone Arriva to ask how to apply to them (by email was the answer). Virgin have seemingly helpful forms online and at stations, but these don't have any space for giving details of connections, and on the online form you can only choose from a list of Virgin stations, as if the idea that your journey might have involved other train lines hadn't occurred to them. But the Virgin online chat service was helpful, quick and free. It told me to apply by email.

just wondered if you'd had an outcome, I submitted a claim to Virgin around the same time and not heard anything except initial acknowledgement that they'd try and reply in 20 working days

Laurence_WMF

Yes, eventually received compensation vouchers on Thursday, after a second email to customer relations and, on Monday, an online chat on the Virgin website about it. The adviser I chatted to said there had been long delays recently, but he'd have a word about my case. Whether it was his word that did the trick or whether the compensation was finally coming through anyway I din't know, but I'd recommend an online chat.

Good luck!
Laurence