Can't get Scotrail delay repay to work

GlasweJen

I bought a train ticket to attend a course in Glasgow yesterday. It was a peak time ticket from Bearsden to Mount Florida.

The route suggested when I bought the ticket at the ticket machine (a week in advance) was 0744 Bearsden-Glasgow Central LL- 0813 Glasgow Central HL- Mount Florida.

For some reason yesterday the 0744 service from Bearsden was going to Glasgow Queen Street LL, it was subsequently cancelled.

I'm trying to claim for the ticket online as I eventually gave up and my husband drove me. I was delayed over an hour at that point. The app is telling me that no trains departed from Bearsden to Glasgow central within an hour of 0744, obviously they must have done.

Tried to check Scotrails web page for an email address and it says email is at "insert email address here" :rotfl:

It's the second day of the course today and again I want to catch the 08:13 Mount Florida train at central high level. Again the 0744 Bearsden train has decided it's going to Queen Street (rerouted due to engineering works) meaning I've had to change at Hyndland and wait for the 0804 Rutherglen train (I'm not sure that's a normal service) which means I'll miss my normal train. Can I claim for this or not as there will be another train going to Mount Florida within half an hour of me arriving at Glasgow Central?

agrinnall

I am a big user of the National Rail live departures web site to check what is departing from a station I'm about to use, this is the Glasgow Central page


http://ojp.nationalrail.co.uk/service/ldbboard/dep/GLC

jbuchanangb

There are two different issues here.On the day that you abandoned your travel plans due to disruption, you can claim from the retailer who sold you the ticket, i.e. whoever operated the ticket machine from which you bought it. You should get a full refund without an admin charge.

http://www.realtimetrains.co.uk/train/G17547/2018/07/16/advanced
is evidence that your train on 16/7 was cancelled

On the day which did use the trains for part of your journey, if you arrived later then your intended arrival time based on your intended itinerary, then you may be able to claim compensation (Delay Repay with some Train Operators) for the delay. You claim from the company which operated (or cancelled) the train which caused your delay. I'm sure that you would have to arrive more than a half hour later than intended before you could make any claim.
http://www.realtimetrains.co.uk/train/G17547/2018/07/17/advanced
is that train on the 17th.

Having said all that it seems that the 0744 train does not go to Glasgow Central on a normal day (I looked at it for 23/7), and that the route could involve walking from Glasgow Queen Street to Glasgow Central. The journey planner which I use does not produce a route from Bearsden to Glasgow Central to Mount Florida without either a change of train at Hyndland to get to Glasgow Central or a walk from Queen Street to Central.

GlasweJen

jbuchanangb wrote: »

There are two different issues here.On the day that you abandoned your travel plans due to disruption, you can claim from the retailer who sold you the ticket, i.e. whoever operated the ticket machine from which you bought it. You should get a full refund without an admin charge.

http://www.realtimetrains.co.uk/train/G17547/2018/07/16/advanced
is evidence that your train on 16/7 was cancelled

On the day which did use the trains for part of your journey, if you arrived later then your intended arrival time based on your intended itinerary, then you may be able to claim compensation (Delay Repay with some Train Operators) for the delay. You claim from the company which operated (or cancelled) the train which caused your delay. I'm sure that you would have to arrive more than a half hour later than intended before you could make any claim.
http://www.realtimetrains.co.uk/train/G17547/2018/07/17/advanced
is that train on the 17th.

Having said all that it seems that the 0744 train does not go to Glasgow Central on a normal day (I looked at it for 23/7), and that the route could involve walking from Glasgow Queen Street to Glasgow Central. The journey planner which I use does not produce a route from Bearsden to Glasgow Central to Mount Florida without either a change of train at Hyndland to get to Glasgow Central or a walk from Queen Street to Central.

I've now found out that the 0744 normally goes from Milngavie to Motherwell via Glasgow Central LL but for 2 weeks is being routed Milngavie to Springburn via Queen Street LL to allow engineering works at Rutherglen, there are changes to high level services and buses being put on to allow for these works but as I wasn't told this when I bought the ticket do I have cause for complaint?

I still can't get Scotrail to refund me for the cancelled journey as they say no train was scheduled to depart Bearsden within an hour of 0744 that day. Their app is useless, I can't find a "real" email address to contact them, it's an eform that seems to disappear into the ether and I'm being ignored on twitter after asking twice for their customer service email address and being directed to their eform