Compensation for train delay

Chomeur

So my train was delayed for over an hour, and the company (South Western) has agreed to pay me £12 or so for this. But the delay caused me to miss pre-arranged transport across the Solent, and I had to take the hovercraft instead, incurring extra expense. SW have said they won't reimburse me for this, but haven't given any reason. Can I claim it? Are there any published rules which govern whether I can claim it?

Thanks

KeithP

Surely that £12 is to cover any 'extra expense' that the delay may have caused?
Does that £12 they have already agreed cover the 'extra expense' of using the hovercraft?

Neil49

South Western paid compensation for you arriving late, as they are required to do, but that is where their obligation ends.

The fact that you had onward travel arranged is not their problem. 

jon81uk

You are entitled to the value of the train travel for a 60-119 minute day, so 100% of a single or 50% of a return ticket. Other travel is not their issue, do you have travel insurance you could claim from?

ch3shirecat4

I once got the train down from west yorkshire down to london and we had some kids on the train hurling abuse at everyone and they told us we could get a  refund but they make it that hard and difficult to get in touch we just gave up! they know exactly what their doing these train line companies.

Wonka_2

ch3shirecat4 said:

I once got the train down from west yorkshire down to london and we had some kids on the train hurling abuse at everyone and they told us we could get a  refund but they make it that hard and difficult to get in touch we just gave up! they know exactly what their doing these train line companies.

???

Most of the companies I've used recently (LNER, Transpennine, GWR) have direct links from their websites/apps to DelayRepay. 

For LNER specifically I've had an email confirming payment before even arriving in Kings Cross having submitted the claim en-route when it was clear the delay was going to exceed 1hr

MilesT6060842

ch3shirecat4 said:

I once got the train down from west yorkshire down to london and we had some kids on the train hurling abuse at everyone and they told us we could get a  refund but they make it that hard and difficult to get in touch we just gave up! they know exactly what their doing these train line companies.

If the travel issue is not a delay, but some other bad experience, then claiming a refund is harder.  Try contacting the company via their official twitter address to start, and see where that takes you.  Otherwise, the usual start point is to look for "contact us" or "complaints" on the company website, there is usually a online form or an email address.

Failing that, find their head office address, write a letter to "customer services" at head office with your complaint and copies of your tickets and contact details;  send using registered post.  Leave it a few weeks then complain on social media (twitter especially, even better if you can find their official twitter) if they don't respond.