Hull Trains not compensating on split tickets

[whhistle]

In absence of specific definition, it will take it's ordinary dictionary meaning. An act of travelling from one place to another.

But when does that "journey" end though?

I'll be travelling to mid-Wales on day 1 of my journey, north Wales on day 2 and then back towards York on day 4. Does that count as one whole journey? Or am I limited to the first day as being my journey, even though it's just a stop over.

To make things more fun, I have to travel further than where I am staying overnight on day 1, then double back. Does that count as one whole journey?

It's not clear and that's the problem.
While not being great, having this condition (that split tickets are counted as one ticket for compensation purposes) makes things complicated. Counting each one as an individual journey would resolve this.
Either that, or sort out the ticketing system so people don't need to split tickets...

A further question is that why then, if you have split tickets, is it a requirement for the train to physically call at the stations printed on the tickets? If you can truly use multiple tickets for a single journey (IE, using split tickets, if that is what the term "multiple tickets" referrs to), surely the train doesn't need to call at those stations as your journey is from the first station to the last?

 

[Hadders]

I think it's great that SWR have that policy. Unfortunately, their next door neighbours GWR, who are owned by the same parent company, have a very different policy and pay out less money for the same ticket, as well as on a considerably lower percentage of delays, I would have thought. What I think is needed is a nationwide unification of Delay Repay in terms of the rules and their implementation. Hence my suggestion of a single claim portal.

GWR have the same wording as SWR when it comes to split tickets.

GWR pay out a different amount to SWR as they are on the old charter regime.

It’s bizarre that Hull Trains (also operates by First Group) take a different interpretation when it comes to split tickets and delays.

 

[Clip]

Although I would of course prefer that TOCs didn't increase the price of through tickets so much that I have no realistic alternative but to split, I would at least welcome some clarity as to whether or not TOCs will pay out on split ticket delays. At the moment it seems that they should in most cases, but clearly there are a number which are not cooperating, and so having a level industry-wide policy would be advantageous IMO.

Indeed but that industry level wide policy may become worse than what is available now.

 

[IanXC]

GWR have the same wording as SWR when it comes to split tickets.

GWR pay out a different amount to SWR as they are on the old charter regime.

It’s bizarre that Hull Trains (also operates by First Group) take a different interpretation when it comes to split tickets and delays.

The difference is that Hull Trains is an Open Access operator and so has none of the DfT franchising requirements. I would think they sat down and looked at the (then) NRCoC and devised a Passengers Charter which covered those obligations, and then chose (commercially) to go a little further on some issues (note that Grand Central chose to not go as far). On the other hand SWR and GWR will have started from what their franchise agreements oblige them to do.

 

[robbeech]

Maybe HTs are trying this scam to save money after the recent rolling stock shambles.

Whilst they’re not in my good books, all joking aside I do find this highly unlikely.

 

[westv]

Whilst they’re not in my good books, all joking aside I do find this highly unlikely.

Well this issue doesn't seem to have been mentioned until now. A coincidence?

 

[robbeech]

The issue is cropping up more and more with a variety of TOC.

 

[ainsworth74]

The issue is cropping up more and more with a variety of TOC.

Yes the first time I had this issue it was with VTEC a few years ago which lead to some hilarious emails including the phrase that the only permitted route is "the straightest possible line between stations" what that has to do with split ticketing I didn't know then nor do I know now!

 

[Starmill]

I wouldn't use the term 'scam'. There are things that train companies might occasionally do that I would think of as a 'scam'. But the terms of Hull Trains' compensation policy isn't one of them. I would describe Hull Trains' policy here as 'disappointing' or 'in very poor form'.

 

[paddington]

Has anyone successfully claimed compensation from Hull Trains on split tickets in the past 16 months since this thread was started?

Also, this thread is the first search result when I typed "Grand Central split tickets" and was wondering whether GC tries to deny compensation on split tickets too? Though I wouldn't be eligible as my delay was 50 minutes, grr.

 

[yorkie]

Has anyone successfully claimed compensation from Hull Trains on split tickets in the past 16 months since this thread was started?

Also, this thread is the first search result when I typed "Grand Central split tickets" and was wondering whether GC tries to deny compensation on split tickets too? Though I wouldn't be eligible as my delay was 50 minutes, grr.

GC have tried to get out of compensation when I was using one ticket; they will use any excuse (such as a delay to a previous journey) to get out of paying compensation. I found it a huge battle for a straightforward delay; they don't want my custom so I am not inclined to give them it.

I rarely use HT or GC these days as I can nearly always get a good price on LNER (thanks to having the right contacts !) But I would be interested to hear of anyone has any experiences of this.

(@robbeech ?)

 

[robbeech]

Never tried to claim on splits on HT. I can’t see there being a problem now, even if there has been in the past. If there are any issues where they’ve rejected this then I would certainly be interested to hear about them.