Train not stopping at advertised station; can I Get a refund?

EdGasket

I pay over £24 a day to travel to work by train. My destination station stop is timetabled and duly announced on the departure announcements and on the train itself. Then sometimes if the train is running late by 15 minutes or more, they announce they will not be stopping at the station I want and I have to get out at Basingstoke instead and get the local service which, of course, has always just left. All in all it makes me about an hour late instead of just 15 minutes.

When I complain to SW Trains they say they do this to keep running as best to timetable as possible (??) and not hold up following trains (the section has four lines anyway) and that I am not entitled to a refund. Is that correct? I feel really annoyed that they are not delivering the advertised service and making me late which, as I am on contract, costs me a loss of pay. Shouldn't I at least get the cost of my ticket refunded?

Views please.

wealdroam

EdGasket wrote: »

I pay over £24 a day to travel to work by train. My destination station stop is timetabled and duly announced on the departure announcements and on the train itself. Then sometimes if the train is running late by 15 minutes or more, they announce they will not be stopping at the station I want and I have to get out at Basingstoke instead and get the local service which, of course, has always just left. All in all it makes me about an hour late instead of just 15 minutes.

When I complain to SW Trains they say they do this to keep running as best to timetable as possible (??) and not hold up following trains (the section has four lines anyway) and that I am not entitled to a refund. Is that correct? I feel really annoyed that they are not delivering the advertised service and making me late which, as I am on contract, costs me a loss of pay. Shouldn't I at least get the cost of my ticket refunded?

Views please.

Read South West Trains Delay Compensation scheme.

Simply, they will pay compensation if you are over one hour late and the delay is their fault.

dzug1

Depends whether you have a season ticket (and for what period if you do) or pay daily. Longer period season ticket holders get a discount on renewal, short period or daily ticket holders get a refund or partial refund.

EdGasket

Yes I realise they will pay for being over an hour late. Typically I am about an hour late or something like 55 minutes late. My question is rather don't they have an obligation to call at the advertised stations and provide the service I paid for i.e. From A to B with no changes?

whitewing

Yes, I do think they should be doing something about this, and taking your complaint seriously.

Get your MP to take it up with them.

agrinnall

EdGasket wrote: »

Yes I realise they will pay for being over an hour late. Typically I am about an hour late or something like 55 minutes late. My question is rather don't they have an obligation to call at the advertised stations and provide the service I paid for i.e. From A to B with no changes?

That is a reasonable question, but as it's not one of the questions that you originally asked then it's hardly surprising that it hadn't been answered.

EdGasket wrote: »

When I complain to SW Trains they say they do this to keep running as best to timetable as possible (??) and not hold up following trains (the section has four lines anyway) and that I am not entitled to a refund. Is that correct? I feel really annoyed that they are not delivering the advertised service and making me late which, as I am on contract, costs me a loss of pay. Shouldn't I at least get the cost of my ticket refunded?

Views please.

EdGasket

EdGasket wrote: »

IMy destination station stop is timetabled and duly announced on the departure announcements and on the train itself. Then sometimes if the train is running late by 15 minutes or more, they announce they will not be stopping at the station I want and I have to get out at Basingstoke instead and get the local service which, of course, has always just left. All in all it makes me about an hour late instead of just 15 minutes.

The above explains the scenario; I stated quite clearly that the train didn't stop where it should have. I further clarified my question in my second post. Are you some kind of frustrated attorney looking at slight errors in posts or just out to pick an argument ? Your post adds nothing.

dzug1

EdGasket wrote: »

Yes I realise they will pay for being over an hour late. Typically I am about an hour late or something like 55 minutes late. My question is rather don't they have an obligation to call at the advertised stations and provide the service I paid for i.e. From A to B with no changes?

Well yes they do


But they also have an obligation to minimise delays to all trains


The two sometimes conflict - as in your case

EdGasket

I suspect it also has something to do with the train companies getting penalised for arriving late but not penalised for missing out stops on the way!

masterlumps

I think you should leave earlier. Even when the train does stop at your intended destination you say it makes you 15 minutes late. You need to rethink your transport to work.

cookie365

masterlumps wrote: »

I think you should leave earlier. Even when the train does stop at your intended destination you say it makes you 15 minutes late. You need to rethink your transport to work.

I don't think that's what the OP said at all.