Merseyrail Delay Repay

[nwales58]

Even worse, for them, the Merseyrail Passenger Charter states explicitly:

Claiming refunds or compensation
If you are delayed in reaching your destination as a result of a delay or cancellation of a
train service on our network, you may be entitled to claim money back. You can make a
claim in one or more of the following ways:
• Through the arrangements set out in this Passenger’s Charter.
• Through the industry arrangements set out in the National Rail Conditions of Travel.
• By relying on your statutory rights, e.g. under the Consumer Rights Act 2015

crap training, crap management, does anyone care nowadays?

 

[TUC]

Even worse, for them, the Merseyrail Passenger Charter states explicitly:


crap training, crap management, does anyone care nowadays?

One thing is for sure. Merseyrail are incompetent, and the staff don't even know what their Passenger Charter says.

 

[lrailadventure]

I've replied to them this morning, though I don't expect a response within the next 8 days, so expect to go to the Ombudsman without the letter of deadlock, but as @Watershed has said, I may as well humour them with a response..

Good Morning,

Unfortunately, you have just blatantly lied to me regarding not subscribing to the NRCoT. Merseyrail are listed as a signatory in "Annex A: List of Train Companies to which the National Rail Conditions of Travel apply", meaning the terms and conditions do apply to you. Perhaps you could explain to me why you believe you are not subscribed to National Rail's Terms and Conditions, or perhaps explain to me why on page 17 of your charter, you explicitly state:

Claiming refunds or compensation
If you are delayed in reaching your destination as a result of a delay or cancellation of a train service on our network, you may be entitled to claim money back. You can make a claim in one or more of the following ways:
• Through the arrangements set out in this Passenger’s Charter.
• Through the industry arrangements set out in the National Rail Conditions of Travel.
• By relying on your statutory rights, e.g. under the Consumer Rights Act 2015.

As you have now resorted to lying to me, I am no longer prepared to discuss this issue with you and will be referring this matter to the Rail Ombudsman. Please provide me with a letter of deadlock. If a letter of deadlock is not received before 28-02-2024, this will be referred to the Ombudsman without any further correspondence as 40 working days since the case was opened will have passed.

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Even worse, for them, the Merseyrail Passenger Charter states explicitly:

Thank you for quoting that part of the charter. Perhaps instead of repeatedly telling me to go and read their documents... they need to go and sit and read them themselves...

One thing is for sure. Merseyrail are incompetent, and the staff don't even know what their Passenger Charter says.

Definitely, I've had many issues claiming delay repay from other TOCs before but never encountered such a high level of incompetence from a company. I wonder how many other people they've 'scammed' with their lack of awareness of their own charter.

---

I've just noticed (while searching for their passenger charter) that someone has submitted a Freedom of Information request using my case as the example, I'm assuming some people on here will be interested in following along with that so here's the link: Freedom of Information Request.

 

[Bletchleyite]

I wouldn't have used the term "lying", I suspect they may use this to consider you abusive as it's casting a negative aspersion at the individual rather than the organiation. I know it's not actually abusive, but more Parliamentary language would have worked better for you - "I fear you are misunderstanding..." or somesuch.

I suspect that FoI will fail as the TOC is privately run and the City Region will just say it's not their problem.

 

[lrailadventure]

I sent the email at 9am and Merseyrail have now come back to me with this:

Thank you for your reply.



Please accept our apologies for our error.



We do employ our own charter for delays of under 60 minutes, and this is where our offer of 20% of your ticket value would apply.



However, after reviewing the details of your clam, we can see that you delay was in excess of 60 minutes. Therefore, you are correct in pointing out that National Conditions of carriage would apply in this instance.



In light of this review, we would like to offer the correct refund amount of £21.80, 50% of the value of your Off-peak Return Ticket.



Please advise if this revised offer is satisfactory and I will be happy to request your revised refund amount right away.



Once again, we are very sorry for any further frustration caused

It's almost like I have been telling them that for 2 months . I wonder how many people aren't as persistent as me though and have settled for Merseyrail's incompetence.

Let's pretend they've worked out the amount correctly... According to the NRCoT I am only due back £10.90 (50% of the relevant ticket portion) but after the amount of issues they've caused me... I'm not going to complain.

 

[Kite159]

Took them long enough to admit they are wrong. Sadly poor customer service is expected these days from the rail industry as they don't care about passengers.

Any other industry would then say "as a goodwill gesture we will also give you an extra £20+"