I'm wondering what to do when TOCs don't provide alternative transport when a passenger has a valid ticket and is in mid journey with no more trains going back to the origin. I was almost stuck in this situation a few weeks ago.
On the 27th August I was getting the 14:41 from Oban to Glasgow then intending on getting a train from Glasgow to Milngavie, I had a OBN-GLQ return and a GLQ-MLN single (split because I was using Highland Railcard). The train ran on time until it was stuck at Gilshochill due to flooding ahead. After sitting for a few hours the train was allowed to reverse back to platform 3 at Anniesland arriving some 2h 30m late. I then noticed all trains in both directions we're cancelled throughout (disruption started around 15:00 in the area with flooding and power failures but I had no idea as I had a dead phone). I went to the help point to explain my situation where I asked when the next train to Milngavie will be, they replied "no more trains to Milngavie tonight due to the issue, you will have to find alternative transport". I then told them I had a ticket to Milngavie and started from Oban but they still stood there ground and told me it was my responsibility to check disruption before travelling. I argued the point saying I started travelling before there was any known issues but they still weren't budging. I then reminded them of Section 28.2 and told them they had a duty of care to get me to my end destination by alternative travel or failing that provide me with accommodation. I was told to wait a minute and they came back and still said the same thing after some back and forth with me insisting it's their duty of care to get me home. Luckily I saw the conductor leaving the train that was left on Platform 3 and explained what happened, she went to the intercom and introduced herself as conductor [first name] of 1Y26 and requested a taxi arrive for me, it was booked in seconds and arrived in minutes.
As I had a dead phone and no cash or card on me at that point, what would my options be at this point if that conductor had left as soon as I arrived, has this happened to anyone else before and what would the aftermath be for myself and the TOC in question?
On the 27th August I was getting the 14:41 from Oban to Glasgow then intending on getting a train from Glasgow to Milngavie, I had a OBN-GLQ return and a GLQ-MLN single (split because I was using Highland Railcard). The train ran on time until it was stuck at Gilshochill due to flooding ahead. After sitting for a few hours the train was allowed to reverse back to platform 3 at Anniesland arriving some 2h 30m late. I then noticed all trains in both directions we're cancelled throughout (disruption started around 15:00 in the area with flooding and power failures but I had no idea as I had a dead phone). I went to the help point to explain my situation where I asked when the next train to Milngavie will be, they replied "no more trains to Milngavie tonight due to the issue, you will have to find alternative transport". I then told them I had a ticket to Milngavie and started from Oban but they still stood there ground and told me it was my responsibility to check disruption before travelling. I argued the point saying I started travelling before there was any known issues but they still weren't budging. I then reminded them of Section 28.2 and told them they had a duty of care to get me to my end destination by alternative travel or failing that provide me with accommodation. I was told to wait a minute and they came back and still said the same thing after some back and forth with me insisting it's their duty of care to get me home. Luckily I saw the conductor leaving the train that was left on Platform 3 and explained what happened, she went to the intercom and introduced herself as conductor [first name] of 1Y26 and requested a taxi arrive for me, it was booked in seconds and arrived in minutes.
As I had a dead phone and no cash or card on me at that point, what would my options be at this point if that conductor had left as soon as I arrived, has this happened to anyone else before and what would the aftermath be for myself and the TOC in question?