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  • FIRST POST
    • Richard53
    • By Richard53 5th Dec 18, 4:36 PM
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    Richard53
    Possible to claim? Worth it?
    • #1
    • 5th Dec 18, 4:36 PM
    Possible to claim? Worth it? 5th Dec 18 at 4:36 PM
    I had a nightmare journey last weekend, West Wales to London Paddington. Train from Haverfordwest was replaced by a bus (no announcements, had to ask why no train) and this meant we were late making the connection in Carmarthen, and then we missed the Cardiff connection so I arrived at Paddington about 90 minutes later than planned. Seat reservations were cancelled. On the return trip, a scheduled 10-coach service had only 9 coaches, so again seat reservations were cancelled and it was like a Rugby scrum with standing room only. I had to stand in the bicycle space as far as Reading. 'Passenger incident' at Reading meant a 20-minute delay, but all connections made as far as Swansea. However, the bus on the last section (C'thn to H'West) was much slower than the train and made the 20-minute delay into 40 minutes by the final destination.


    Is it possible to claim for these delays? I see two problems - a) there were two train operators (Transport for Wales and GWR), so won't each blame the other for the delays? And b) I didn't keep accurate notes of all the times of arrivals and departure.


    I don't travel by train often, so I am a bit ignorant of how all this works. Is a claim possible, and if so is it worth doing? I have read that the delay repay scheme refunds up to 50% of the journey cost, so at best I would be claiming about 17 per journey. (Total return cost about 70 including Senior Railcard discount.) Or should I shut up and just be grateful I got there at all?


    If someone is nice to you but rude to the waiter, they are not a nice person.
Page 1
    • stragglebod
    • By stragglebod 5th Dec 18, 5:05 PM
    • 254 Posts
    • 249 Thanks
    stragglebod
    • #2
    • 5th Dec 18, 5:05 PM
    • #2
    • 5th Dec 18, 5:05 PM
    If you post on railforums.co.uk with the details of which trains you were booked on there are experts there who will help you.


    Make sure you claim, so they have an incentive to run their trains on time
    • Mobeer
    • By Mobeer 5th Dec 18, 5:52 PM
    • 1,755 Posts
    • 4,425 Thanks
    Mobeer
    • #3
    • 5th Dec 18, 5:52 PM
    • #3
    • 5th Dec 18, 5:52 PM
    One important thing is was the bus replacement service in the timetable, or still the train? You have a claim if the service was supposed to be a train according to the timetable, replaced by an unscheduled slower bus on the day and then you were delayed by 90 minutes - caused by the company due to operate the first train.

    But if the first train was removed from the timetables and replaced by a bus (ie a planned bus replacement service) then you can only claim against the amended service.

    On the way back, I'm not clear what happened. You say you were delayed 20 minutes at Reading, but then made all connections up to Swansea, then the 20 minute delay grew to 40? If you made all connections then I don't see how this is possible.
    • Richard53
    • By Richard53 6th Dec 18, 8:33 AM
    • 2,816 Posts
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    Richard53
    • #4
    • 6th Dec 18, 8:33 AM
    • #4
    • 6th Dec 18, 8:33 AM
    If you post on railforums.co.uk with the details of which trains you were booked on there are experts there who will help you.
    Originally posted by stragglebod
    Will do, thanks.

    One important thing is was the bus replacement service in the timetable, or still the train? You have a claim if the service was supposed to be a train according to the timetable, replaced by an unscheduled slower bus on the day and then you were delayed by 90 minutes - caused by the company due to operate the first train.

    But if the first train was removed from the timetables and replaced by a bus (ie a planned bus replacement service) then you can only claim against the amended service.
    Originally posted by Mobeer
    I was using the Trainline.com app and it was showing a train all day. No mention of it on the station announcements/displays either - the bus was a complete surprise when I got to Carmarthen.

    On the way back, I'm not clear what happened. You say you were delayed 20 minutes at Reading, but then made all connections up to Swansea, then the 20 minute delay grew to 40? If you made all connections then I don't see how this is possible.
    Originally posted by Mobeer
    Train delayed 20 minutes by passenger being taken ill at Reading. Clawed back approx. 5 minutes by Swansea. Replacement bus (scheduled and on timetable, has been for 2+ years) late leaving Swansea and took approx. 80-90 minutes for 50 minute journey, hence late arrival. As I said, I didn't keep accurate records of the times, which I now regret.


    Thank you both for the responses.
    If someone is nice to you but rude to the waiter, they are not a nice person.
    • Voyager2002
    • By Voyager2002 6th Dec 18, 4:39 PM
    • 12,617 Posts
    • 8,623 Thanks
    Voyager2002
    • #5
    • 6th Dec 18, 4:39 PM
    • #5
    • 6th Dec 18, 4:39 PM
    There is also significant compensation for the absence of reserved seats.
    • Richard53
    • By Richard53 6th Dec 18, 7:25 PM
    • 2,816 Posts
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    Richard53
    • #6
    • 6th Dec 18, 7:25 PM
    • #6
    • 6th Dec 18, 7:25 PM
    There is also significant compensation for the absence of reserved seats.
    Originally posted by Voyager2002
    Didn't know that, thanks.
    If someone is nice to you but rude to the waiter, they are not a nice person.
    • daveyjp
    • By daveyjp 6th Dec 18, 10:00 PM
    • 7,774 Posts
    • 6,335 Thanks
    daveyjp
    • #7
    • 6th Dec 18, 10:00 PM
    • #7
    • 6th Dec 18, 10:00 PM
    If this is a GWR service they don't operate delay repay.

    Railforums will advise.
    • martindow
    • By martindow 7th Dec 18, 11:40 AM
    • 7,887 Posts
    • 4,541 Thanks
    martindow
    • #8
    • 7th Dec 18, 11:40 AM
    • #8
    • 7th Dec 18, 11:40 AM
    If this is a GWR service they don't operate delay repay.
    Originally posted by daveyjp
    According to this page on their site they seem to


    https://www.gwr.com/help-and-support/refunds-and-compensation/delay-compensation


    They only pay out when the delay reaches an hour apart from local Thames valley trains where it is 30 minutes.


    As has been said, the OP's claim depends on whether the bus replacement was planned in advance or was an emergency replacement.
    • daveyjp
    • By daveyjp 10th Dec 18, 12:45 PM
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    daveyjp
    • #9
    • 10th Dec 18, 12:45 PM
    • #9
    • 10th Dec 18, 12:45 PM
    GWR offer a compensation scheme, but it's not the Delay-Repay system used by most of the other operators.
    • scones
    • By scones 11th Dec 18, 7:18 PM
    • 27 Posts
    • 23 Thanks
    scones
    There is also significant compensation for the absence of reserved seats.
    Originally posted by Voyager2002
    I don't think there's an obligation to compensate for missing reservations. Some may do so as a goodwill gesture. Can you give examples of a train operator that provides significant compensation?

    Most firms used to just refund any seat reservation fee you had paid which isn't that helpful given that it was usually only 1. Now that it's usually free to reserve seats it seems any refund is entirely based on the whims of the train company!
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