Train operator dispute

thebennyboy

I am currently in a dispute with Arriva Trains Wales over delay compensation.

On the 1st July i and my brother were travelling to Cardiff which was meant to be a direct service from Llandudno Junction to Cardiff Central, shortly before the train was due to arrive in Llandudno Junction the train showed as being 35 minutes late and now scheduled to terminate at Chester.

We were advised by station staff to get the earlier Virgin Trains service to Chester (this was scheduled to depart 10 minutes after the service we should have been on) and speak to customer services there. After we arrived in Chester we were told to get the next Arriva Trains Wales service to Crewe (Approx 30 minute wait) and await another Arriva Trains Wales service from Manchester Piccadilly to Cardiff Central (Approx 45 minute wait).

We get to Cardiff Central roughly 1:30 hours later than we should have. We used the ticket machines to leave the station which did NOT return the original tickets to us. We queried this at the station in regards to getting delay compensation and was told providing that we had proof of purchase for the tickets we should be ok. (The tickets were actually booked through Arriva Trains Wales themselves ).

I have been in contact with Arriva Trains Wales' customer service and got sent rail vouchers stating that it was a good will gesture and that they won't provide a cash/cheque refund. Where do i stand on disputing this? Don't think it's fair at all.

wealdroam

thebennyboy wrote: »

I am currently in a dispute with Arriva Trains Wales over delay compensation.

On the 1st July i and my brother were travelling to Cardiff which was meant to be a direct service from Llandudno Junction to Cardiff Central, shortly before the train was due to arrive in Llandudno Junction the train showed as being 35 minutes late and now scheduled to terminate at Chester.

We were advised by station staff to get the earlier Virgin Trains service to Chester (this was scheduled to depart 10 minutes after the service we should have been on) and speak to customer services there. After we arrived in Chester we were told to get the next Arriva Trains Wales service to Crewe (Approx 30 minute wait) and await another Arriva Trains Wales service from Manchester Piccadilly to Cardiff Central (Approx 45 minute wait).

We get to Cardiff Central roughly 1:30 hours later than we should have. We used the ticket machines to leave the station which did NOT return the original tickets to us. We queried this at the station in regards to getting delay compensation and was told providing that we had proof of purchase for the tickets we should be ok. (The tickets were actually booked through Arriva Trains Wales themselves ).

I have been in contact with Arriva Trains Wales' customer service and got sent rail vouchers stating that it was a good will gesture and that they won't provide a cash/cheque refund. Where do i stand on disputing this? Don't think it's fair at all.

Does the value of the vouchers cover the amount due as delay compensation?

If so, then I believe you will struggle for anything better as you carelessly did not take steps to retain your tickets at the end of the journey.

As you probably know, a goodwill gesture is at the company's discretion.
In my opinion you should consider yourself lucky to get any compensation without the tickets.