AlterEgo
Veteran Member
Not that it makes any practical difference, but was Hull Trains’ journey on a through ticket or a combination? Would be interesting to know. Good luck with the escalation.
Hull Cons (Trains) are clearly joining in with the cost saving exercises.
missed connection causing me to be stranded and delayed hike by 120+ minutes. (Wasn’t actually stranded as I know the numbers of local taxi firms and can afford to pay for them but others will not be in that position).
I’d love to see your reasoning for this. Are you suggesting that in order to be able to claim I’d need to have sat on a cold platform until the first train on the morning? If they reject the claim on those specific grounds they’ll be getting a further shock when I claim the taxi fare aswell and make their behaviour very common knowledge.To be fair in that case you are not actually technically eligible to claim.
No splitting. Regular through ticket. It’s a journey I do frequently and it’s a farcical delay I have to endure maybe once a month (but haven’t recently as haven’t been doing so much work down here). Never had issues before they’ve paid it (sometimes it’s an hour if the taxi can get there quickly, sometimes it crosses the 2 hour threshold if not)Not that it makes any practical difference, but was Hull Trains’ journey on a through ticket or a combination? Would be interesting to know. Good luck with the escalation.
Not everyone wants to throw good money after bad; MCOL costs at least £35 to file a claim and £25 hearing fee if it's defended.I think the only meaningful resource we have at our disposition is to start civil proceedings (MCOL) against abusive TOCs.
Small claims track does not allow claimants to recover legal fees or the cost of one's time preparing a case.Whereas we, the customers, are in the 'losing side' of the equation if we pursue -to the bitter end- a DR claim denied in bad faith by a TOC, the tides turn the moment an N1 Form lands in the HQs of these abusive companies.
Yes, it'll also cost more time to you (the customer). However, if you're completely convinced of the validity of your claim and you win, they'll be forced to pay court costs, a legal representative, some of the costs you incurred when preparing the claim, etc.
Magistrates do not get involved in civil claims; these are heard by district judges.Moreover, civil claims undergo a mediation stage before a magistrate gets involved.
There is no guarantee a mediator will have knowledge of the railway system.There, you'll have the option to talk to a human with some power and knowledge of the railway system.
The time and stress of a court case is not going to be what everyone wants to deal with.At that stage, you can request DR + court costs in order not to bring matters before a magistrate.
Just food for thought.
It has been "broken" for two years! This is no accident.There seems to be an issue with Transport for Wales and West Midlands Trains delay repay systems.
Last week I submitted a claim to TfW. 24 hours later I get a message saying my claim is incomplete and requesting I supply more detail. I had already given this data when the claim was originally submitted (e.g. details of the ticket type and an image of the ticket)
Yesterday I submitted a claim to WMT. They seem to use the same system as TfW and today I got a message saying my claim was incomplete and requested more details. The missing details were the same ones TfW asked for on their claim.
It seems to be that there is something broken with the TfW and WMT delay repay sites. Perhaps someone might see this and arrange for it to be fixed....
Indeed, things ‘broken’ in the railway’s favour are rarely fixed, and never until forced. With there no longer being any regulation this could extend to never. Things that are ‘broken’ in the passenger’s favour become second only to safety critical measures in terms of priority.It has been "broken" for two years! This is no accident.
Whilst I fully appreciate this comment is very realistic it does show how easy it is for the railway to get away with doing whatever they please.Not everyone wants to throw good money after bad; MCOL costs at least £35 to file a claim and £25 hearing fee if it's defended.
Small claims track does not allow claimants to recover legal fees or the cost of one's time preparing a case.
Magistrates do not get involved in civil claims; these are heard by district judges.
There is no guarantee a mediator will have knowledge of the railway system.
The time and stress of a court case is not going to be what everyone wants to deal with.
Just food for thought.
Not everyone wants to throw good money after bad; MCOL costs at least £35 to file a claim and £25 hearing fee if it's defended.
The court can award discretionary charges, which might cover (or not) these fees. They can also order additional fees if one can show the TOC acted in bad faith (hint: they always do).Small claims track does not allow claimants to recover legal fees or the cost of one's time preparing a case.
There is no guarantee a mediator will have knowledge of the railway system.
Magistrates do not get involved in civil claims; these are heard by district judges.
The time and stress of a court case is not going to be what everyone wants to deal with.
There seems to be an issue with Transport for Wales and West Midlands Trains delay repay systems.
Last week I submitted a claim to TfW. 24 hours later I get a message saying my claim is incomplete and requesting I supply more detail. I had already given this data when the claim was originally submitted (e.g. details of the ticket type and an image of the ticket)
Yesterday I submitted a claim to WMT. They seem to use the same system as TfW and today I got a message saying my claim was incomplete and requested more details. The missing details were the same ones TfW asked for on their claim.
It seems to be that there is something broken with the TfW and WMT delay repay sites. Perhaps someone might see this and arrange for it to be fixed....
Good to hear. As for RRB timings. Something that severe would have been relayed to control so they’ll have been aware. The RRB timing recording tends to only be a problem on short delays or where you may miss a connection due to a short delay on an RRB, particularly if the bus delay itself didn’t cross a threshold.I have nothing but praise for how GWR (the company that I have, by far, had cause to submit the most Repay Delay claims with) has dealt with my claims. Usually paid promptly, without quibbling, covering split tickets where necessary, and paying out the full amount once when a rail replacement bus ended up getting completely lost (and going miles off-route) in the Cotswolds meaning it arrived at my destination a full two hours late. I thought (given that arrival times of RRBs are presumably not monitored to anything like the degree that those of trains are) the last one might take some fighting, but, no, no problem at all.
With West Midlands Railway once the rail replacement bus at 10pm was about 20 minutes late (compared to train timetable), I claimed for 15 minutes of delay and it took them a week, they then paid based on a train at 10am being delayed 15 minutes. I guess they assumed I had put the wrong time in...Good to hear. As for RRB timings. Something that severe would have been relayed to control so they’ll have been aware. The RRB timing recording tends to only be a problem on short delays or where you may miss a connection due to a short delay on an RRB, particularly if the bus delay itself didn’t cross a threshold.
Alas they refused the appeal.I suspect as with MOST operators they’ll pay out of you kick up a fuss but it’s awfully convenient that they have their own secret set of running data isn’t it.
Alas they refused the appeal.
I wonder if anybody who has access to Trust can assist me with a screenshot of that service (21;20 Waterloo to Yeovil Junction on the 27th November to send an email to appeal their decision.
As they might take more notice of a screenshot from something more 'offical' than Open Time Trains.
Can’t help with TRUST but I’m sure lots can.
For reference the RTT link is https://www.realtimetrains.co.uk/service/gb-nr:L52693/2021-11-27/detailed
Looks like it arrived 33L and essentially SWR are fobbing you off.
But please continue to use the railway.
It's the Abellio touch
Finally achieved a full payout. All that for £7.65, it’s as if they’re trying to deter people from claiming
Fairly standard level of knowledge for a member of staff it seems. Fobbing the passenger off for them to not get a response from Trainline for 3 weeks before they say no go to the operator for the operator to then say sorry you’re too late claims must be made within 28 days.Certainly an interesting suggestion from West Midlands Railway...
Surely not?it’s as if they’re trying to deter people from claiming
If the response from WMR isn't incompetence on the part of the social media operative (or those who trained them), I think you'd have to agree that as a conspiracy it is being delivered incompetently.How long must these things crop up every single day before the anti passenger brigade here accept that it can’t just be incompetence.
When staff make it up because they don’t know we can assume this is incompetence. When staff are trained to make it up in favour of the railway we have questions to ask. When staff are trained incorrectly then this poses lots of questions. Why are people being taught the wrong things? And why is it that when they are taught the wrong things, that EVERY single time it just happens to be wrong in favour of the railway?If the response from WMR isn't incompetence on the part of the social media operative (or those who trained them), I think you'd have to agree that as a conspiracy it is being delivered incompetently.
Staff making things up to make something someone else’s problem is not novel to the railway. It’s just laziness and a wish for the problem simply to disappear rather than taking steps to actually find out what needs to be done.When staff make it up because they don’t know we can assume this is incompetence. When staff are trained to make it up in favour of the railway we have questions to ask. When staff are trained incorrectly then this poses lots of questions. Why are people being taught the wrong things? And why is it that when they are taught the wrong things, that EVERY single time it just happens to be wrong in favour of the railway?
There seems to be an issue with Transport for Wales and West Midlands Trains delay repay systems.
Last week I submitted a claim to TfW. 24 hours later I get a message saying my claim is incomplete and requesting I supply more detail. I had already given this data when the claim was originally submitted (e.g. details of the ticket type and an image of the ticket)
Yesterday I submitted a claim to WMT. They seem to use the same system as TfW and today I got a message saying my claim was incomplete and requested more details. The missing details were the same ones TfW asked for on their claim.
It seems to be that there is something broken with the TfW and WMT delay repay sites. Perhaps someone might see this and arrange for it to be fixed....
We were delayed on 5th November due to two consecutive WMR trains between Worcester Foregate Street and Hereford being cancelled, meaning we eventually arrived in Hereford 90 minutes late. Claim was initially responded as per others above "more ticket information required", which was submitted, claim then rejected as "incorrect details submitted". Appeal subsequently rejected for same reason "incorrect details", after which locked out of claim form so could not pursue.
Sent a complaint and received an auto confirmation. Waited the 20 working days they apparently require, sent a follow-up "contact us" message about ten days ago, also acknowledged. Still waiting.
They can't seem to handle that the tickets were for Reading to Hereford. The Reading to WOF leg worked perfectly, arriving bang on time. It was solely WMR's leg that caused the delay.
Smacks of malpractice throughout this TOC.