Rerouting when 64 minutes late to get back on schedule - request denied

[Kilopylae]

It'll be because, from my experience, agents can give out 25% discount codes without any authorisation.

50% off codes needed manager authorisation, and 75% needed ops manager authorisation. So it will have been a quick attempt at doing something nice, if a bit useless to the OP.

At least they've acknowledged that PRO indeed exists and applies...

This is interesting to know, thank you.

 

[allotments]

I don't expect that you'll get more than a "Thanks for your comments" type of response.

Actual response is quite useful:

"Thank you for getting back to us regarding Passenger Rights and Obligations.

In terms of compensation the train operating company that causes the delay or disruption to journey would be responsible for any compensation due, but currently passengers would have to pay the additional costs and then submit a request to claim these back.

I will forward on your comments regarding duty of care under the Passenger Rights and Obligations."

 

[Kilopylae]

In terms of compensation the train operating company that causes the delay or disruption to journey would be responsible for any compensation due, but currently passengers would have to pay the additional costs and then submit a request to claim these back.

What about passengers without the means to do so at short notice? For some journeys, e.g. London to Manchester, the costs could be very high.

 

[Watershed]

I will forward on your comments regarding duty of care under the Passenger Rights and Obligations."

I'm sure they will find a caring home in File 13!

 

[allotments]

Passengers without the means to pay additional fares for refund later should not be disadvantaged. Duty of care.

What about passengers without the means to do so at short notice? For some journeys, e.g. London to Manchester, the costs could be very high.

Avanti acknowledged the concern I raised about duty of care and forwarded it. There still needs to be a proper protocol put in place to resolve uncertainty and allow a delayed passenger to be rerouted at the earliest opportunity without having to pay more up front.