Northern Flooding Disruption - costs and Delay Repay

[skyhigh]

I held a return ticket from Headingley to Pannal for travel yesterday, with a railcard for £5.30.

On the return, I was aiming to travel on the 1955 service but when I arrived I found that the train was cancelled due to flooding. As the station was unmanned I used the help point which connected to Northern control. They didn't think any further trains to Leeds would run that evening and told me I should go for the local bus as they didn't know if they'd be able to provide one. I had to pay for a ticket on the bus (£6.20) and finally arrived at Headingley roughly 75 minutes late.

My question is - am I entitled to the bus fare as well as delay repay?

 

[ForTheLoveOf]

I held a return ticket from Headingley to Pannal for travel yesterday, with a railcard for £5.30.

On the return, I was aiming to travel on the 1955 service but when I arrived I found that the train was cancelled due to flooding. As the station was unmanned I used the help point which connected to Northern control. They didn't think any further trains to Leeds would run that evening and told me I should go for the local bus as they didn't know if they'd be able to provide one. I had to pay for a ticket on the bus (£6.20) and finally arrived at Headingley roughly 75 minutes late.

My question is - am I entitled to the bus fare as well as delay repay?

I don't see why you shouldn't be. The train company has an obligation, if it is able to, to provide onward alternative travel or overnight accommodation if disruption prevents you from completing your journey. I can't judge whether or not Northern were in a position to provide either, but in the absence of very poor conditions - like the widespread snow we had earlier this year - I would not think it unreasonable for them to pay for your costs in completing the journey. Especially so given that you 'saved' them money by taking the bus rather than a probably more convenient taxi.

Delay Repay is an entirely separate matter and I likewise do not see how you wouldn't be entitled to claim compensation. First of all they failed on their basic contractual obligation - to transport you from A to B, and you had to pay extra to do this. The fact that you were also significantly delayed means you may have further recourse.

In practice, I would expect them to reject a 'double claim' (after waiting several months for them to respond, that is) - but perhaps the alternative Delay Repay 'compensation' of a free ticket valid anywhere on their network is worth the wait and inconvenience

 

[skyhigh]

To be honest, I'm not entirely fussed - I'd be happy enough with just the bus fare paid. I've used a free ticket to my advantage before though! I've put a claim in and I'll update on what I get back when I hear something.

 

[skyhigh]

I've had a reply from Northern already via email. They said that the delay was due to a landslip, and that I should have travelled via Shipley rather than get a bus. They also couldn't find a train leaving at that time, and as such would not refund me for the bus or pay delay replay.

That completely ignores the fact that I was travelling on the Harrogate line, so I've asked them to look at it again...

 

[marcouk2]

Not sure what the most amazing part of that reply is, that they've completely mixed up 2 different lines & incidents or that you've had a reply from Northern within a week.

 

[AlterEgo]

I've had a reply from Northern already via email. They said that the delay was due to a landslip, and that I should have travelled via Shipley rather than get a bus. They also couldn't find a train leaving at that time, and as such would not refund me for the bus or pay delay replay.

That completely ignores the fact that I was travelling on the Harrogate line, so I've asked them to look at it again...

Oh for crying out loud, it’s the princely sum of six pounds and twenty pence - why don’t they just pay up? Cheaper than dealing with you a second time!

 

[_toommm_]

Did you specify that you were told to take a bus by some call centre person via the station help point? If so, I can't really see how they can argue if a representative of Northern told you that that is what you should do.

 

[skyhigh]

Did you specify that you were told to take a bus by some call centre person via the station help point? If so, I can't really see how they can argue if a representative of Northern told you that that is what you should do.

I did - as far as I can tell I haven't done anything wrong so I'm quite impressed by how wrong they've managed to get it!

 

[_toommm_]

I did - as far as I can tell I haven't done anything wrong so I'm quite impressed by how wrong they've managed to get it!

Well it is Northern - on Christmas Eve they cancelled my last train from Manchester Vic, and the station supervisor just basically told me that he doesn't have to get me home at all, the train i was going to get doesn't exist, then because the train was cancelled I should have known this and got an earlier one!

 

[robbeech]

The first sentence of your first post on this thread is the important part here. You held a ticket. You have the ticket, you and them are in a contract. You asked for advice, they gave you advice, you followed that advice. You can't claim delay repay as you didn't make the journey, but you are entitled to a full refund with no admin fee as you were unable to make your journey. You should be compensated for the bus fare (regardless of whether Northern staff gave you that advice or not). I think there has been a routing mix up here and this may be at least partially responsible for the reply. Definitely get back to them, complain about the routing mix up, and then mention again what happened. A free Northern ticket can have a suitably high value so its always worth going for this option if you're given it.