Abandoned journey on split ticket because of delay

[dd1]

I bought an off-peak return from Kenilworth to Oxford and a single from Canley to Coventry, with the intention of first travelling from Canley to Oxford via Coventry (connecting from a LNWR service to a CrossCountry one), and then returning from Oxford to Kenilworth. The connection at Coventry on the outward journey was showing on National Rail Enquiries, and break of journey is permitted on both parts of this off-peak return (so I would be entitled to start at Coventry).

Unfortunately, my 19:17 train from Canley was delayed and the southbound CrossCountry train overtook it, so I missed the connection at Coventry. The next connection was not until 1 hour later, so I abandoned my plan to go to Oxford altogether. I left the platform at Coventry, purchased a single ticket to Kenilworth, and went on there.

I would expect to be able to claim compensation for the unused off-peak return, because I had to abandon the journey and never boarded the train to Oxford. However, when I spoke to Virgin staff at Coventry, they were not sure about how this case would be considered because of the split ticket. I believe this should not actually be a problem (National Rail Conditions of Travel, 14.1), but I can also see how the train operating companies can have a different point of view: the off-peak return ticket was bought from CrossCountry, and its train was on time; and LNWR would probably be unwilling to pay anything in excess of the price of the single from Canley to Coventry.

I could, of course, ask to get the off-peak return refunded as unused, but without the context it would probably mean minus 10 pounds administration fee to CrossCountry. Any advice how I could present the case clearly to LNWR (?) or get it otherwise sorted?

 

[ForTheLoveOf]

I bought an off-peak return from Kenilworth to Oxford and a single from Canley to Coventry, with the intention of first travelling from Canley to Oxford via Coventry (connecting from a LNWR service to a CrossCountry one), and then returning from Oxford to Kenilworth. The connection at Coventry on the outward journey was showing on National Rail Enquiries, and break of journey is permitted on both parts of this off-peak return (so I would be entitled to start at Coventry).

Unfortunately, my 19:17 train from Canley was delayed and the southbound CrossCountry train overtook it, so I missed the connection at Coventry. The next connection was not until 1 hour later, so I abandoned my plan to go to Oxford altogether. I left the platform at Coventry, purchased a single ticket to Kenilworth, and went on there.

I would expect to be able to claim compensation for the unused off-peak return, because I had to abandon the journey and never boarded the train to Oxford. However, when I spoke to Virgin staff at Coventry, they were not sure about how this case would be considered because of the split ticket. I believe this should not actually be a problem (National Rail Conditions of Travel, 14.1), but I can also see how the train operating companies can have a different point of view: the off-peak return ticket was bought from CrossCountry, and its train was on time; and LNWR would probably be unwilling to pay anything in excess of the price of the single from Canley to Coventry.

I could, of course, ask to get the off-peak return refunded as unused, but without the context it would probably mean minus 10 pounds administration fee to CrossCountry. Any advice how I could present the case clearly to LNWR (?) or get it otherwise sorted?

The particular company you bought your ticket(s) from has no bearing on your rights. But in this case I think you might have some difficulty in obtaining a fee-free refund (that doesn't mean you can't ask for it). For the following, let's disregard the return journey, as that never happened.

You originally planned to make a journey from Canley to Oxford. The tickets you held for that leg are irrelevant, as your rights with respect to compensation or refunds are the same regardless of the number of type of tickets held. You decided not to travel to Oxford on account of the disruption to your journey. Had you returned to Canley, thereby entirely abandoning the journey, you would unquestionably be entitled to a full fee-free refund of all tickets used - even though you would already have travelled with them for (a very small) part of the journey.

However, you didn't abandon your journey in the sense that you returned to your origin (or simply didn't start it). You abandoned it midway through. It is not entirely clear whether you are entitled to a fee-free refund in these circumstances. The fact that you were starting late on a ticket from Kenilworth also complicates matters, as, whilst this is entirely legitimate, it may cause confusion to the staff involved.

I wouldn't even mention the fact that you later travelled to Kenilworth on a separate ticket. That is a totally separate journey to the disrupted journey from Canley to Oxford. I would put in an application for a refund on both tickets, explaining what your journey was (Canley to Oxford) and stating that you abandoned the journey due to the disruption.

I wouldn't suggest lying about the fact that you didn't return to Canley, but equally I wouldn't comment on it at the first instance. In all likelihood the refund application will be decided not on the basis of an in-depth analysis as I've done here, but rather by someone with rather limited understanding of things like split tickets, who is looking more to see if the data backs up the claim in general. If there's any reason why a claim might be rejected, I would have thought it would be the fact that you are using a combination of tickets, or that you are starting late on one of them.

It is indeed rather unusual that by not travelling any further, you might be entitled to less compensation than if you continued to your destination and were delayed (thus entitling you to delay compensation), or than if you returned entirely to your origin (thus entitling you to a fee-free refund). But the current delay compensation and disruption refund policies don't entirely cater for the kind of situation that you found yourself in, where the trip to Oxford was more of a 'via' point on your eventual way to Kenilworth, and you abandoned that 'via' point when it became untenable.

 

[dd1]

Many thanks! I will give it a try and see what happens.

 

[boxy321]

Did the OP originally buy a ticket from Coventry to Kenilworth? It appears there was a gap.

 

[ForTheLoveOf]

Did the OP originally buy a ticket from Coventry to Kenilworth? It appears there was a gap.

There was no gap. Kenilworth-Oxford is valid via Coventry.

 

[furlong]

30. Your right to a refund if your train is disrupted and you choose not to travel
30.1. If the train you intended to use is cancelled, delayed, or your reservation will not be
honoured, and you decide not to travel, you may return the unused Ticket to the
original retailer or Train Company from whom it was purchased, where you will be
given a full refund with no administration fee being charged.

The (first) train you intended to use was delayed.
AND
When you reached Coventry, you decided not to travel (on your second ticket).
AND
You have an unused ticket.

So both conditions are met.

This Condition applies to all Tickets, including Tickets (such as advance Tickets) that are
otherwise non-refundable, and also applies if you have begun your journey but are
unable to complete it due to delay or cancellations and return to your point of origin.

I read that merely as clarification that the condition is intended to be interpreted broadly, by giving two examples that do qualify. That doesn't exclude other situations such as yours.

 

[gray1404]

Did the OP then buy another ticket to return back to where they started? I thought the conditions don't require you to do this and you can return to your starting station if delayed at no additional charge and still get a refund of your ticket.