Train Delay Compensation

Savethekipper

Last evening I had the misfortune to be delayed on my Virgin train journey from London Euston to Wigan by a total of 4.5 hours. I was due at Wigan around 11.15pm and actually arrived there around 3.45am.

This was due to chaos caused by a signal failure at Wembley, then when the train actually did leave the station, around 2 hours late, it then had to travel slowly due to congestion on the lines. To top it off when we got to Crewe we were told the train could not go any further North due to engineering works and we would have to travel the rest of the way by taxi (provided by Virgin). Making what should have been a straight forward 2.5 hour journey into a total nightmare.

Whilst delayed at Euston we were not offered any refreshments and very little information. Once on the train we were given a bottle of water approximately 3 hours into the journey.

Virgin say the only compensation I am entitled to is a full refund of my ticket price. Surely I should be entitled to something more? Has anyone had any experience of obtaining compensation for nightmares journeys from Virgin? If that had been a flight delay I would be entitled to compensation so why not for train journeys?

daveyjp

I've experienced a Virgin East Coast cancellation, compounded by a replacement service on a different line which suffered a signal problem.

A Full refund received within 10 days. You get more with flights because the rules are different.

Savethekipper

daveyjp wrote: »

I've experienced a Virgin East Coast cancellation, compounded by a replacement service on a different line which suffered a signal problem.

A Full refund received within 10 days. You get more with flights because the rules are different.

It's ridiculous that you only get the price of the ticket back. Some of the people on the train were travelling with young children, others had to be at work on Sunday. I am going to send in an official complaint and see what happens. An hour or so delay I can deal with but 4.5 hours is ludicrous.

The_Hawk

I was also caught up in this incident; I eventually got to my destination 3 hours late. On my train, they started to make water, tea & coffee available, for free, after the delay reached 2 hours, although you had to go to the buffet to collect this. The train manager was also busy organising taxis and, in at least one case, a hotel, for passengers on my train (an 11 car Pendolino).

With everyone also entitled to a full refund on their tickets, it will prove to be a fairly expensive evening for Virgin Trains (and the other operators affected). Should they do more? Probably; I'd like to see passengers offered the choice of either a full refund or a free 1st class return, once delays become excessive, as on this occasion.

As far as the free water and coffee is concerned, with limited stocks, its difficult to know what more they could have done, although if delays start to creep over 5 or 6 hours than special arrangements to feed passengers need to be considered.

On the positive side, as a regular train user, it is unusual to be caught up in delays as significant as this; the last one I can remember that I got caught up in, of similar length, was back in 2008.

dggar

The_Hawk wrote: »

I was also caught up in this incident; I eventually got to my destination 3 hours late. On my train, they started to make water, tea & coffee available, for free, after the delay reached 2 hours, although you had to go to the buffet to collect this. The train manager was also busy organising taxis and, in at least one case, a hotel, for passengers on my train (an 11 car Pendolino).

With everyone also entitled to a full refund on their tickets, it will prove to be a fairly expensive evening for Virgin Trains (and the other operators affected). Should they do more? Probably; I'd like to see passengers offered the choice of either a full refund or a free 1st class return, once delays become excessive, as on this occasion.

As far as the free water and coffee is concerned, with limited stocks, its difficult to know what more they could have done, although if delays start to creep over 5 or 6 hours than special arrangements to feed passengers need to be considered.

On the positive side, as a regular train user, it is unusual to be caught up in delays as significant as this; the last one I can remember that I got caught up in, of similar length, was back in 2008.

it was a signal failure that caused the delay Virgin will be claiming off of Network Rail

The_Hawk

dggar wrote: »

it was a signal failure that caused the delay Virgin will be claiming off of Network Rail

Ah, I see.

Virgin claim off Network Rail, Network Rail are funded by the Department of Transport and the Department of Transport are funded by............................................................................................... that will be me then.

Savethekipper

The_Hawk wrote: »

I was also caught up in this incident; I eventually got to my destination 3 hours late. On my train, they started to make water, tea & coffee available, for free, after the delay reached 2 hours, although you had to go to the buffet to collect this. The train manager was also busy organising taxis and, in at least one case, a hotel, for passengers on my train (an 11 car Pendolino).

With everyone also entitled to a full refund on their tickets, it will prove to be a fairly expensive evening for Virgin Trains (and the other operators affected). Should they do more? Probably; I'd like to see passengers offered the choice of either a full refund or a free 1st class return, once delays become excessive, as on this occasion.

As far as the free water and coffee is concerned, with limited stocks, its difficult to know what more they could have done, although if delays start to creep over 5 or 6 hours than special arrangements to feed passengers need to be considered.

On the positive side, as a regular train user, it is unusual to be caught up in delays as significant as this; the last one I can remember that I got caught up in, of similar length, was back in 2008.

They knew when leaving Euston that the delay would be significant and so could have taken on extra supplies of water, etc. Also I am happy than your train manager was organising stuff as the one I was on certainly wasn't, hence why some people were still at Crewe at 3am waiting for transport North.

As for refunds if you bought your tickets as singles, then you only receive the price of your return ticket back, which for me will be £10.....4.5 hours delay and I get a tenner.....thanks Richard Branson, thanks for nowt

Pound

The_Hawk wrote: »

I was also caught up in this incident; I eventually got to my destination 3 hours late. On my train, they started to make water, tea & coffee available, for free, after the delay reached 2 hours, although you had to go to the buffet to collect this. The train manager was also busy organising taxis and, in at least one case, a hotel, for passengers on my train (an 11 car Pendolino).

Lucky you, I was on a London Midland train which was packed, the guard made the announcement that people should keep out of the first class section unless they had the right ticket and away we went.