Train delayed then terminated early…. What recourse?

mallymal

My daughter booked a seat on the 18:45 train from Manchester to euston yesterday.

I dropped her at the station, and upon returning home I discovered her train had been cancelled and the replacement wasn’t until 2 hours later.

Her booked seat wasn’t available … in fact no seat was available… she ended up sat on the floor near the toilet

finally, to add insult to injury, the train terminated at Milton Keynes, and she ended up paying for an Uber to complete her journey.

Any advice on what she’s entitled to claim back?
thanks

elsien

If she had a ticket through to Euston, what was she told by railway staff when the train was terminated?
In that situation I would expect them to make the onward arrangements, so before she looks at claims for anything over and above a refund for that final leg, what did she do to give them the chance to get to her end destination?
Booked seat not available isn't claimable for; fairly sure there's something in the t&c about no guarantees. 

MalMonroe

I also once booked a seat on a long journey by train but it was absolutely bursting at the seams when I got on and I couldn't even manage to get to the seat never mind about sit on it. I tried to complain afterwards but the railway company said that they could never guarantee that any seat would be available, even though I'd booked it. I also complained about the fact that the train was packed like a tin of sardines and they said there was no legislation about that and so no restrictions on how many passengers can be carried on any train at any time, anywhere. It's not even considered a matter for Health and Safety regs.

As elsien says above, your daughter should have been given options to get her to her final destination. 

SiliconChip

She should get a full refund of the ticket cost through Delay Repay, if the journey was on Avanti West Coast them my recent experience was that they paid up very quickly. I'm not sure whether the Uber cost can be added to that or if it has to be claimed separately, although if she booked it without any discussion at all with train/station staff that may be a bit trickier to get the refund.

daveyjp

I'd submit a delay repay claim to the train operating company that caused the delay.  I assume its Avanti as its Manchester to Euston.

yorkie2

I would advise against booking your own travel; the train company is obliged to arrange this. Delay Repay can then be claimed based on the extent of the delay.

If booking your own travel there is no automatic entitlement to reimbursement for the cost of this.