Greater Anglia Train Delay refunds

sturge10

Hi,

I use the Greater Anglia train network between Cambridge and London Liverpool and recently I've been experiencing delays
I used to complete a 'Delay-Repay' form to claim some compensation, however it was a pain and I'd forget when the delay happened.
However I've just downloaded an app on my Android phone that allows me to complete the form while I'm sitting on the delayed train - so far it's worked well and I've just received a refund for my delay from the 28th-Oct :T
The apps called 'Rail Refund' - not sure if I'm able to add the link to the forum, however should be easy to find

Sturge10

colinm

Hi, this seemed like a good thread to add my problem to.

I was caught stranded in London last Monday with the storms - Greater Anglia cancelled all trains and provided no alternative means of travel (ie. no other routes to Norwich, no buses).

So I ended up hiring a car just to me, the wife and my 2 young children home, thinking that GA would refund me.

But of course no - they are only offering to refund the 'unused' part of my journey, which is the return part.

I heard anecdotally that some people were being given allowances to get home on the day, (up to £200 per family) but I've also seen that as the adverse weather conditions were out of the rail operator's control, they aren't legally entitled to pay out anything.

Should I just take what I can get or is there any chance of fighting?

Thanks
Colin

colinm

PS. It's also very galling to see that the rail companies get compensation from Network Rail and the tax payer for not being able to run their trains on the day...yet have no obligation to pass on this to the passengers....

wealdroam

colinm wrote: »

...yet have no obligation to pass on this to the passengers....

I thought you said they were going to refund the unused part of your tickets?


I guess you didn't make GA aware that you were going to hire a car before you actually did so?
If so, I consider that to be unreasonable.

If you had done, they may've found a cheaper alternative... taxi, minibus with other passengers for Norwich, etc., or even offered you the £200 you mention.

colinm

Thanks for the thoughts, and yes you're right I didn't make them aware beforehand (imagine Liverpool St in rush hour with a massive queue at the ticket office, a few ticket offices open and two children in tow). Getting home was the priority!

Yes they will refund the return journey but that's it...I guess it's all I'm entitled to.

yorkie2

If the train you wish to use is cancelled or delayed, and you choose not to travel you are entitled to a refund of an unused ticket. If this is a return ticket and you have used one portion, then depending on the price of a single, it may well be the case that no refund is due. Without knowing the details, I cannot say for sure.

If the train you wish to use is cancelled or delayed, and you travel anyway, you may be entitled to compensation of the used ticket. The NRCoC does not oblige operators to provide any compensation for delays which are considered beyond the control of the Train Company or the infrastructure provider, Network Rail. However many Train Companies are obliged by the Department for Transport to participate in "Delay Repay", which goes well beyond the NRCoC obligations. This is the case with Greater Anglia, which means that they will provide compensation for any delay of 30 minutes or more, regardless of the cause. Some Delay Repay schemes go even further and compensate for both legs of the journey even if only one leg is severely delayed, but that does not appear to apply to Greater Anglia.