Train Travel Disruption 15/10/23

TMilward

Hi, really hoping someone can help or offer guidance for my predicament as I’m at a financial loss of £225! I booked tickets to ABBA Voyage in April, the event was scheduled for 15th October 2023. My family and I allowed sufficient travel time from Birmingham to London, but hours before the event, there was a points failure at London Euston meaning no trains could get in or out of the station. The disruption meant we missed the event, as it had ended by the time the trains started moving again. I have contacted ABBA Voyage and Ticketmaster to reschedule but they say there is nothing they can do. I had a refund for the train tickets, but no option to claim additional financial loss. I’ve also tried to make a claim through my credit card provider and travel insurance provider without success. Can anyone advise what my rights are? I cannot believe that a highly publicised incident like this, that affected thousands of passengers and many other events in and around London, and National Rail are not accepting responsibility for any losses incurred, nor are the events organisers being considerate towards this?!

eskbanker

The train company's liability is restricted to the ticket cost rather than any consequential losses*, and nobody else has breached a contract so there's no claim against Ticketmaster (if you chose not to buy their event insurance), event organiser or card company, and if your travel insurance didn't cover this then there's nowhere else to turn.

* edit: perhaps not true in all circumstances, given the example below of one being held liable for consequential losses....

elsien

I also don’t think there’s anything you can do. The train services don’t cover consequential loss. 

Ticketmaster would say that you had the option of extra insurance to cover this eventuality but you chose not to take it out. 

Credit card won’t cover it because that’s where the service hasn’t been provided whereas in your case the show did go on. 

And it’s not a travel insurance issue.
I’m sorry, but I think you have to take the hit on this one.

LightFlare

TMilward said:

Hi, really hoping someone can help or offer guidance for my predicament as I’m at a financial loss of £225! I booked tickets to ABBA Voyage in April, the event was scheduled for 15th October 2023. My family and I allowed sufficient travel time from Birmingham to London, but hours before the event, there was a points failure at London Euston meaning no trains could get in or out of the station. The disruption meant we missed the event, as it had ended by the time the trains started moving again. I have contacted ABBA Voyage and Ticketmaster to reschedule but they say there is nothing they can do. I had a refund for the train tickets, but no option to claim additional financial loss. I’ve also tried to make a claim through my credit card provider and travel insurance provider without success. Can anyone advise what my rights are? I cannot believe that a highly publicised incident like this, that affected thousands of passengers and many other events in and around London, and National Rail are not accepting responsibility for any losses incurred, nor are the events organisers being considerate towards this?!

agree with the above - but did you also explore alternative methods of getting to the venue ?

Although, its a bit late - it is a question any claims adjuster would ask and is something worth considering in the future (even if it doesnt help with this current scenario)

Aylesbury_Duck

One of those occasions where taking out any offered insurance is a good idea.

It's unreasonable to expect the rail operator to be liable for consequential losses.  You can't expect them to enter into a contract with someone without knowing the extent of their potential liability.  

ArbitraryRandom

I'm going to disagree and say that a train company CAN be held liable for consequential losses... but only if there's a clear link between the failure and the loss, and if the customer has done everything reasonable to avoid/mitigate the loss. 

An example would be a refund of unused holiday accommodation: https://www.railombudsman.org/accommodation-costs/