Train Cancelled but TfW claim a replacement bus was provided

MikeyPGT

I was due to travel on the last train for the evening from my local station. When I arrived 20 minutes early it was showing as 'delayed' on the station screen. I checked on the TfW app which showed that it hadn't left it's originating station some hour's journey away. The screen and app continued to show it as 'delayed' until the scheduled time of departure when it changed to cancelled - a station announcement confirmed the cancellation and 'apologised for any inconvenience'. As I had an onward coach connection I managed to get an Uber - not an easy thing at gone 11pm at night in not the nicest of areas at a cost of £30. TfW are refusing to reimburse my costs - although they have refunded my £1.55 train fare! - as they claim a replacement bus was provided. At no time was this shown on either the app or the screen at the station and 10 minutes after the train should have left there was no sign of a replacement bus outside the station. I have asked TfW to provide evidence that the bus was provided and that a reasonable effort was made to advise passengers but am not holding my breath. Is there anything else I can do?

HillStreetBlues

Never used them but their is an Rail Ombudsman

MikeyPGT

Thanks - that might be a useful next step if I don't get anywhere.

MikeyPGT

Pleased to report that TfW have now agreed to reimburse my Uber costs as they admitted that the replacement bus service was running so late I would have missed my connection. Proof once again that you should never accept the first offer from any company and never be afraid to challenge authority!