Train Season Tickets...Refunds for Poor Service

Sunday_Morning

After a couple of years break, I'm once again the owner of an annual season ticket into Liverpool street, with One Railway.

I remember some years ago that if the performance of the train company was not upto performance, certain tickets, especially annual season tickets, would be automatically credited, either with additional days on the ticket or a proportional cash refund,on presentation of the ticket.

However, I understand that this is no longer the case and that while a process to extract some form of refund does still exist, it is now dependent upon the customer applying for the refund and engaging in the necessary process which is not only much more laborious for the customer than it was previously, but which appears to be given little if any publicity. Assuming this to be the case, I think this is disgusting and a clear cut case of the government changing the rules to protect private companies and their shareholders at the expense of their customers.

So, what I would like to know is this. Firstly, are my assumptions outlined above correct?

If they are, does anyone know in what circumstances customers can seek refunds and what the procedure is? I would have thought that the debacle surrounding the service into Liverpool Street last week would certainly have given rise to a case for the type of refunds we once used to get.

KeithP

The information you are asking for appears to be easily available.
Try here === >>> http://www.onerailway.com/about_us/passenger_s_charter
and here ===>>> http://www.onerailway.com/our_services/claiming_delay_repay_compensation

Sunday_Morning

KeithP wrote: »

The information you are asking for appears to be easily available.
Try here === >>> http://www.onerailway.com/about_us/passenger_s_charter
and here ===>>> http://www.onerailway.com/our_services/claiming_delay_repay_compensation

Cheers Keith. I had found the second link and was about to post it up.

The process referred to seems to bear out what I was saying in the initial post. What counts as a delay? Is it the time the train I set out to catch arrives at my station after it is due, or is it judged by the time it arrives at my destination? Who's the judge of whether it arrived 29 minutes late or 30 minutes late? If I catch a train which has arrived over 30 minutes late at its destination but which I only managed to catch because it arrived 25 minutes late at my station, just as I arrived there, am I still entitled to compensation? If I travelled in the afternoon one day and experienced delays, even though my usual morning service ran like a dream, would I still be entitled?

Putting the onus on a customer to obtain and fill in a form for each and every delay, and requiring them to remember the times of arrival, seems like a surefire way to me of minimising such claims, when what they ought to be doing to minimise such claims is putting up a decent service in the first place.
Previously I thought it was an independent assessment of their performance for that day which determined whether or not refunds were due automatically, upon presentation of the ticket, whether or not travel was actually undertaken on affected trains or at all for that matter. Also the compensation now seems to be given in the form of rail vouchers only, whereas it could previously be taken as cash.

Can anyone else remember if this was indeed the case? and, if so, why has so much red tape been introduced and why can't compensation be taken in cash?

KeithP

You have raised a number of reasonable questions. The people in the best position to answer them are One.

http://www.onerailway.com/about_us/contact_us