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

wealdroam

EdGasket wrote: »

There are 4 tracks in use on this section so I don't buy the excuse that it would hold up follow-on services.

You seem to be suggesting that there is plenty of spare capacity on that line.
I am sure SWT/Network Rail would be very pleased to hear you ideas on how that can be better utilised.

I guess 'I don't buy it' can be translated into 'I have absolutely no idea how railways are run'.

EdGasket

wealdroam wrote: »

You seem to be suggesting that there is plenty of spare capacity on that line.
I am sure SWT/Network Rail would be very pleased to hear you ideas on how that can be better utilised.

I guess 'I don't buy it' can be translated into 'I have absolutely no idea how railways are run'.

I am suggesting that the train would not be holding anything up by making it's scheduled stop as fast trains use the middle tracks.

Kite2010

Yes there might be 4 tracks in that section, however the last time I checked there are no platforms for the fast tracks.

Without checking a track diagram, there might not be any crossovers between the London bound fast and London bound slow before Fleet, where the train could run in the fasts to overtake the stopper before transferring to the slow line to call.

yorkie2

EdGasket wrote: »

I also paid for the advertised service that arrived at Fleet so I could get to work on time; that part they did not provide but could have mitigated inconvenience by at least stopping at the advertised stops.

See my reply above.

EdGasket wrote: »

There are 4 tracks in use on this section so I don't buy the excuse that it would hold up follow-on services.

Escalating today as no response received for a month from SW Trains who are a complete disgrace for customer service.

The response will be the same as we've told you: the train either has to go on the slow line behind the stoppers (and incur further delay) or it runs non-stop on the fast lines. It is less disruptive, overall, to run non-stop on the fast lines.

I know people who have to give these sort of responses, but you can cut out the 'middle man' of customer services and post the details in a railway forum to get the answer straight from the people who work in the industry. Or by posting here and I'll mention it to them.

As you've not posted the details, it's a bit harder for us, but it very much looks like the right decision from SWT.

EdGasket

Well it must be the only industry where they can offer a service, then not provide what was advertised and get away with it then. I mean you wouldn't like it if you paid for a full car service and only got half of it done and no refund because the garage was 'running late' and had a few more cars to fit in would you?

magyar

That's not quite an accurate analogy though. It's like saying you booked your car in for a full service and were promised it in two days' time, and they did it in three days' time. You got the service, and you could reasonably expect a discount for the delay. But you *did* get the service you agreed, and in the same way you paid the TOC to get you from A to B.

As I say, I do think there's an argument to say that your service was 'cancelled' and so if you hadn't got on it, or chose to return home, you should get a refund.

And the poster above is quite correct that it's ridiculous that compensation only kicks in after an hour: I've had occasions when I've been 45 mins late, meaning I've missed a meeting which was my reason for travelling, and been given no refund.

yorkie2

EdGasket wrote: »

Well it must be the only industry where they can offer a service, then not provide what was advertised and get away with it then. I mean you wouldn't like it if you paid for a full car service and only got half of it done and no refund because the garage was 'running late' and had a few more cars to fit in would you?

The equivalent analogy would be expecting a direct bus, plane, taxi etc and being required to change from one vehicle to another, but still be conveyed to the contracted destination. Your point is...?

The only legitimate complaint you have, which bizarrely you do not appear to be complaining about, is that the threshold for delay compensation is a ludicrous 1 hour. That is where you should focus your energy...

Kite2010

yorkie2 wrote: »

The equivalent analogy would be expecting a direct bus, plane, taxi etc and being required to change from one vehicle to another, but still be conveyed to the contracted destination. Your point is...?

The only legitimate complaint you have, which bizarrely you do not appear to be complaining about, is that the threshold for delay compensation is a ludicrous 1 hour. That is where you should focus your energy...

1 hour and based on issues within the control of the rail industry, no delay repay for SWT

Hopefully when the new franchise comes in next year (whichever of Stagecoach or First) the standard Delay Repay will be part, so 30 minutes late for whatever reason gets compensation.

EdGasket

Well I did have a direct flight booked once. The airline decided to make an unscheduled stop meaning I was several hours late. I successfully sued them.

yorkie2

For what? The delay? So you will sue SWT over a delay of under an hour?

If not, what's the relevance?