Taxi cost reimbursement case

[EagleSoars]

I have an interesting situation with trying to claim a taxi fare back from Great Northern, and was hoping for some advice.

I was on a 23:31 stopping service from Cambridge to King's Cross with Great Northern on the 27th September, which was the penultimate train on that route for that evening. During the journey, the overhead lines somewhere near Royston came down. The train ended up stopping in Meldreth, at which point we were told that the train would be reversing back to Cambridge and that we would all need to seek alternative transport and claim back reimbursement. Some other folks on the train used help points and had taxis booked for them, and others using help points were told to book taxis at their own expense and claim back for reimbursement, and after being told the same by the driver, I took that to mean I should get an Uber booked as soon as possible. Long story short, I got home in the end.

I'm now trying to claim back from Great Northern, but their response has been that no compensation/reimbursement is due because the train ended up continuing on its journey to King's Cross, albeit after a delay over an hour, and despite what we were told at the time by staff. The last service of the night was cancelled due to the technical issue. They've been very keen to put their passenger charter in front of me etc. etc. I'm wondering if there's any recourse here?

Thanks in advance for your help!

 

[Watershed]

You followed staff instructions - you weren't to know that the train would ultimately continue to Kings Cross. Your taxi claim remains valid.

I would put that to them and ask them to confirm that a refusal to pay your claim is their final position.

With a 'letter of deadlock' like that, you can take the matter further if you wish. The options for escalation would include the Rail Ombudsman (although we haven't heard good things about their competence) or the County Court.

 

[MotCO]

Are the Help Point conversations recorded by any chance? In which case, can you ask for a copy of the recordings for the relevant time to support your claim that advice being given to passengers was to book their own taxis.

 

[Fawkes Cat]

Are the Help Point conversations recorded by any chance? In which case, can you ask for a copy of the recordings for the relevant time to support your claim that advice being given to passengers was to book their own taxis.

Although note that OP didn't themselves use the help point so I would expect resistance to releasing any recordings.

 

[Titfield]

Some other folks on the train used help points and had taxis booked for them, and others using help points were told to book taxis at their own expense and claim back for reimbursement,

How do you know this? Did you perchance get any of the contact details of those who did this? A statement from one of those backing up your account may assist.

In any event whether you have proof of this or not then you should be refunded as it would be nonsensical for you to sit and wait on the off chance the train could continue rather than get a taxi as others are visibly doing.

 

[3rd rail land]

It's basically one persons word against another. The TOC is very unlikely to agree to check with staff concerned, such as the driver, and of course the OP won't have passenger contact info to get a statement from them. As Titfield says it is nonsensical for you to hang around just in case the continues its journey, especially given the late hour.

My advice would be to take this as far as possible, court if required. You shouldn't be out of pocket for something which wasn't your fault. If you let the TOC get away with this they'll just continue doing it. They'll probably keep doping it anyway and just pay up if a court summons makes an appearance. The TOC really needs to be told to pack in this behaviour but that will almost certainly never happen.