Train cancellation and unable to access platform due to congestion - trying to claim taxi fare

KennyH1

We (family of 4 - children 7&12)) travelled from Narborough to Bham New Street on the 2nd December. Upon returning to New Street for the return journey, the next train home (19:52) was cancelled. We waited an hour for the next train (20:52) only to be barred access to the platform due to congestion making us miss the next train. Having no certainty of gaining access to the platform for the 21:52 train we decided to take a taxi back to Narborough at a cost of £90. I have emailed cross country trains to ask about reclaiming the taxi fare but they are yet to respond after 11days.

Does anyone have any advice about making contact / claiming back the taxi fare?

Spendless

I don't know but from what you've written I doubt it. You had an hour to try and get to the platform inbetween missing 20.52 and the next train at 21.52. Did you fetch your predicament to any staff? . I was once caught in a similar situation in Edinburgh and the staff moved us to a 'holding area' to ensure we got on an available train. The train company may well take the view that you assumed you wouldn't be able to rather than making another attempt  first or alerting staff to the situation and the decision taken to use a taxi was your choice. Hopefully you'll receive a more positive reply from the train company soon.    

SiliconChip

Spendless said:

You had an hour to try and get to the platform inbetween missing 20.52 and the next train at 21.52.

That may well not be true, many trains at Birmingham New Street only have the platform announced a short time before arrival, and sometimes you're not even allowed through the barriers to access any of the platforms until closer to arrival time. However, I agree that if station/TOC staff were not consulted the chances of getting anything more than a refund of the train fare (which can probably be obtained through Delay Repay anyway) could well be slim.

KennyH1

Spendless said:

I don't know but from what you've written I doubt it. You had an hour to try and get to the platform inbetween missing 20.52 and the next train at 21.52. Did you fetch your predicament to any staff? . I was once caught in a similar situation in Edinburgh and the staff moved us to a 'holding area' to ensure we got on an available train. The train company may well take the view that you assumed you wouldn't be able to rather than making another attempt  first or alerting staff to the situation and the decision taken to use a taxi was your choice. Hopefully you'll receive a more positive reply from the train company soon.    

We tried to access the platform about 20mins before the train we due to leave and were blocked from gaining access. We were stood there with our children and explained the situation, but we still told we could not access the platform. Yes we could have waited for another hour but there was no guarantee that we would have gained access then either.

KennyH1

Just a quick update to everyone - Cross Country trains have agreed to refund the taxi fare.