MSE News: Train delayed? You can now request cash compensation

hupik

My train was cancelled from Glasgow to London so had to get a later train and put in a claim due to arriving an hour late and missing my bus to Southampton. Virgin today refunded me with a Rail Travel Voucher for 100% of the journey. I wasn't given the option of cash so have sent them an email requesting a cash/cheque refund as per the National Rail Conditions of Carriage from July 19 2015 and I'll return the voucher.....

I'll let you know how I get on

nearlyrich

teezie wrote: »

This is a good find, just about to put a claim in to Virgin (1hr 15 minute delay) the issue I'm having with their online claim form is that it wont let me select my final destination, only the final destination station served by Virgin - although the delay with Virgin was 48 *only* minutes they caused me to miss my connection meaning I arrived at my destination over an hour late. Hoping I can get the full refund.
However thinking it might be worth a formal complaint because similar to nearlyrich's story, our train was delayed, they they cancelled the following train (headed London bound) and told everyone to pile on ours, it was carnage with people refusing to give up seats that were reserved by people booked onto that train. And not a single member of Virgin staff was seen on the entire journey...

This happened on the train I was on, some chap got on in stoke and said I believe that's my seat to my colleague who said actually it's a free for all mate grab that seat and feel lucky, Could have been the same train teezie


Just send an email telling them the issue and how much it cost you to get to your destination...

yorkie2

hupik wrote: »

My train was cancelled from Glasgow to London so had to get a later train and put in a claim due to arriving an hour late and missing my bus to Southampton. Virgin today refunded me with a Rail Travel Voucher for 100% of the journey. I wasn't given the option of cash so have sent them an email requesting a cash/cheque refund as per the National Rail Conditions of Carriage from July 19 2015 and I'll return the voucher.....

I'll let you know how I get on

Assuming you held a single, and not a return, the NRCoC (Condition 46) stipulates 50% of the price paid, not 100%.

Of course, Train Companies can be more generous than this, but it's unclear if you can combine the two, or if you have to choose between strict adherence to the NRCoC (50% in the form of money) or the more generous 100% offered by Virgin but in the form of vouchers.

In practice, I am sure they'll offer 100% in money, but it's not clear to me what the legal position is....

NBLondon

A little extra tip for Virgin complainants... If the reservations display/computer is broken and you don't get the seat you booked; they give a £5 refund for that.


I'd say if you booked a seat on a given service and it was then occupied as a result of people bumped off a cancelled service then a) you have the right to ask someone to move with the support of the Train Manager if you can get them and b) if that doesn't happen then definitely complain!


Worst case of this I saw was on a train from Birmingham to London last year. Due to technical failures, it was half the length it should have been so people had reservations in carriages that weren't actually there. I was lucky in that I got mine (in First Class on promotion) but the Train Manager was double-checking and actually turfed out a few people who were travelling First on an employee pass in favour of a paying customer.

um5000

Presumably you need a ticket to make a claim - but stations with automatic barriers eat the ticket on arrival at your final destination...

wealdroam

um5000 wrote: »

Presumably you need a ticket to make a claim - but stations with automatic barriers eat the ticket on arrival at your final destination...

In that situation you should ask the person manning the gates if you can keep the ticket.

yorkie2

um5000 wrote: »

...stations with automatic barriers eat the ticket on arrival at your final destination...

Not universally true; it depends on the policy of the Train Company.

If in any doubt, I'd take a photo of it first and then show the ticket to the gateline assistant.

hupik

As per my post on 28th July Virgin have agreed to reissue my voucher once returned to them as a cheque

hupik

UPDATE: Voucher was sent to virgin on 3rd August but have heard nothing since, emailed them today to try & find out what's going on

teezie

I managed to eventually find a way to attach my complaint with the ticket photo to Virgin - I requested to have my refund paid in cash rather than vouchers. They totally ignored it.
It's now proving a pain to use them, as apparently you can't get change from the vouchers, so I have to go back to the station tomorrow and see if I can book two sets of tickets together to use them all up