Taxi refund

librarian83

Hi there
I applied to Abellio Greater Anglia for a refund for my taxi fare to an airport as part of the delay repay scheme because on my journey there, there was a points failure. If I had stayed on the train I would have missed my flight (three other passengers shared the taxi with me).
I have just received a letter saying that subject to the National Rail Conditions of Carriage, that excludes them from liability for making payments covering any consequential loss or costs that may have arisen from any delay or cancellation to their service.
I am absolutely livid because their service failed to do the job that it was supposed to do, otherwise I would not have had to get the taxi. Are there any other consumer rights I can put into play here or any other action I can take to get my money back? I have just had the suggestion to contact transport focus, is there any other avenues to try?

wealdroam

librarian83 wrote: »

Hi there
I applied to Abellio Greater Anglia for a refund for my taxi fare to an airport as part of the delay repay scheme because on my journey there, there was a points failure. If I had stayed on the train I would have missed my flight (three other passengers shared the taxi with me).
I have just received a letter saying that subject to the National Rail Conditions of Carriage, that excludes them from liability for making payments covering any consequential loss or costs that may have arisen from any delay or cancellation to their service.
I am absolutely livid because their service failed to do the job that it was supposed to do, otherwise I would not have had to get the taxi. Are there any other consumer rights I can put into play here or any other action I can take to get my money back? I have just had the suggestion to contact transport focus, is there any other avenues to try?

Did you give Abellio Greater Anglia the opportunity to put right their failing at the time?

In other words, did you speak to their staff and point out that you would need to go by taxi to reach your destination at the agreed time? If they had booked the taxi, then they would've paid for it.

librarian83

We all spoke to the staff and said we had to get a taxi otherwise we wouldn't catch our flights. The train staff gave us the taxi contact number card to ring. The taxi company couldn't provide a taxi in time (!) so we had to then contact a different company, but yes, the train staff were fully aware that this was the course of action, but there was no mention of them paying the taxi fare.

yorkie2

librarian83 wrote: »

Hi there
I applied to Abellio Greater Anglia for a refund for my taxi fare to an airport as part of the delay repay scheme ...

Delay Repay schemes give compensation based on the time you actually arrived at your destination.

Delay Repay schemes do NOT cover consequential losses and do not cover the cost of a mode of transport which you chose to take instead of the train.

My advice is next time to set off earlier, and if they make you late, you can claim Delay Repay compensation. If you are not late you have a few hours spare for a meal or something at/near the airport.

Quentin

librarian83 wrote: »

We all spoke to the staff and said we had to get a taxi otherwise we wouldn't catch our flights. The train staff gave us the taxi contact number card to ring. The taxi company couldn't provide a taxi in time (!) so we had to then contact a different company, but yes, the train staff were fully aware that this was the course of action, but there was no mention of them paying the taxi fare.

It looks like you have misunderstood the actions of the train staff.


All they were doing was trying to help you by giving you "their" taxi contact number.


You were ordering a taxi, not them, and they weren't agreeing to "get you a taxi".


See if your travel insurance covers this cost (some have cover for public transport failure causing you problems), though don't hold your breath.

librarian83

I Took the quarter past five train and left plenty of time to get to the airport.. Anyway, I feel that the train company left us stranded and will be Persuing this further. Will let you know outcome

p00hsticks

librarian83 wrote: »

I Took the quarter past five train and left plenty of time to get to the airport.. Anyway, I feel that the train company left us stranded and will be Persuing this further. Will let you know outcome

I'll be interested to hear how you get on, but I don't think you'll get anywhere - this subject comes up again and again, and always with the same result....

caronoel

You'll get nowhere with this. Build a bridge and get over it

Quentin

librarian83 wrote: »

I Took the quarter past five train and left plenty of time to get to the airport.. Anyway, I feel that the train company left us stranded and will be Persuing this further. Will let you know outcome

You weren't "stranded"!


Waste of your time pursuing the rail company.


Did you check if your travel insurance covers this though?

Nick_C

Its always been the case that you can't claim for consequential loss for train delays. When you buy a train ticket, it is issued under the National Rail Conditions of Carriage. It is your responsibility to familiarise yourself with those conditions, which form part of your contract with the train operating company.

If the NRCOC compensation is insufficient for your needs, you should consider buying appropriate travel insurance.

http://www.nationalrail.co.uk/static/documents/content/NRCOC.pdf

yorkie2

librarian83 wrote: »

I Took the quarter past five train and left plenty of time to get to the airport.. Anyway, I feel that the train company left us stranded and will be Persuing this further. Will let you know outcome

Stranded? They refused to get you to your destination?