It’s not UK rail though is it ? it’s just GBYes, it will cover multi-train journeys. But communication needs to make this clear, and the focus is usually on direct trains so I expect lots of comms will be absolute turd soup.
The principle is figure out your cancelled leg, i.e. re-plan it, then re-plan the rest around it, both before and after if that's the case. Not very easy to communicate or understand. Welcome to UK rail!
The code of practice is a bit confusing, because it states that it applies to passengers who receive alerts from the timetable comparator service (TCS), then states that it also applies equally to those who have not provided contact details so cannot receive alerts.
My TOC has briefed out much the same, rather than having different rules depending on sales channel. Though they've decreed that normal rules apply if the customer hasn't yet purchased a ticket at the point of cancellation unless there's a blanket lifting of restrictions.
Are staff being asked to look at the date and time tickets are issued and determine if the train was cancelled in real time data at that particular moment?
What's briefed out and what happens in practice aren't necessarily the same thing! Though in the case of tickets being sold at a Ticket Office rather than a TVM, there's always the option of a "Delay Advised" endorsement on the ticket at the time of issue.
The vast majority of ToD collections will have been bought well in advance, so just having a collection reference on the ticket will satisfy that. Staff could also ask to see the collection receipt, given that has the date and time of purchase on it. (Though, of course, there's no obligation on the customer to retain it.)
In my experience, A ToD collection receipt isn't always issued.
...and sometimes making up their own rules....
Also sadly true. I'm aware of staff at one station trying to make someone buy a new ticket because their train had been retimed to leave five minutes earlier and they'd missed it as a result.
Appalling. The railway really needs to get a grip of this sort of thing and fast. It simply wouldn't happen in any other industry.
Cobblers. It would and does happen in other industries all the time.
So my experience at JFK after arriving on a delayed United flight for a transatlantic connection and United booking me onto BA flight the next morning. Only for BA to spot a mistake and United refusing point blank saying I shouldn't have been rebooked in the first place didn't happen
Except the whole point of PRO is they can’t do that. OA operators can easily comply with PRO by rerouting their passengers on other operators trains at the OA operators expense.
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It's worth remembering that this is Trainline stating their interpretation of the rules rather than CrossCountry's actual implementation, isn't it?
But only if the other operators have spare capacity. That seems a major stumbling block, eg on a typical Friday evening at Kings Cross if GC fail.
Yep.. savvy customers not actually entitled to compensation receiving compensation..
Yep.. reasonable connections according to the +/-2 services for the cancelled one are permitted.
A copy is attached to this post for posterity.
The restriction regarding time condition of the ticket seems contrary to the industry guidance, which makes no such limitation.
I suspect the retailer is playing safe because the guidance is unclear
states:
Considering you can buy tickets for future travel from Northern TVMs without any need to provide an email address, it seems a strange statement for Northern to make.
Presumably, since the trains are marked as "compulsory reservations" (even if we know they aren't enforcing that in practice) they could say they were sold out.