Missed Train due to it arriving at the wrong platform

[lilyamy29]

Good Evening,
I’m new to this forum so apologies. Today I missed my train I had an advanced single ticket for due to it arriving at the wrong platform. I checked the boards when arriving at the platform a couple of minutes before the train was scheduled, aswell as trainline. There was no announcement, no staff alerting me the platform changed. I missed my train because of this. Is there any way I can get compensation? It was LNR.

 

[Darandio]

Welcome. Could you tell us which train it was?

 

[lilyamy29]

Hi, yes it was Leighton Buzzard to Birmingham New Street. It departed at 16:23. It still says on trainline it departed from Platform 3, which is false as it departed from platform 1!

 

[Trainguy34]

According to RealtimeTrains, your train (1Y37) was scheduled to use platform 1 the whole time, with platform 3 being used for 2K31 to Milton Keynes 6 minutes earlier.

 

[lilyamy29]

According to RealtimeTrains, your train (1Y37) was scheduled to use platform 1 the whole time, with platform 3 being used for 2K31 to Milton Keynes 6 minutes earlier.

hi, that’s not what the board or trainline said! I think there may have been an admin error?

 

[zwk500]

According to RealtimeTrains, your train (1Y37) was scheduled to use platform 1 the whole time, with platform 3 being used for 2K31 to Milton Keynes 6 minutes earlier.

hi, that’s not what the board or trainline said! I think there may have been an admin error?

That is very odd. 1Y37 would normally call at Platform 3 at Leighton Buzzard, and run via Northampton. Due to engineering works, the train has been diverted to run via the Fast Lines and avoid Northampton. It then waited time at Rugby to arrive in Coventry in it's normal slot.

I wonder if this is because Platform detail at Leighton Buzzard does not normally go downstream when the trains are published.
See the 'baseline' schedule in 2 week's time: https://www.realtimetrains.co.uk/service/gb-nr:W05725/2026-03-22/detailed

(The platform numbers are in grey just the left of the times). Note there is no platform shown against Leighton Buzzard.

@lilyamy29 did trainline expect your train to call Northampton, or had it processed the change but not updated the platform? It sounds like a systems error that didn't update at least one data feed until the very last moment (if at all). Of course that would be too late for you to dash over the bridge unless the Crew knew to look out.

I think it's worth asking about compensation, but be prepared to be given a run about as the Train company will likely direct you to trainline as it was their info you were using. Unless you grabbed a shot of the platform boards showing 3 while at the station?

 

[Mcr Warrior]

Who is likely at fault here, if anyone? Does @lilyamy29 have any valid claim for 'Delay Repay'? (Possibly an hour late at Coventry).

 

[Stephen42]

According to RealtimeTrains, your train (1Y37) was scheduled to use platform 1 the whole time, with platform 3 being used for 2K31 to Milton Keynes 6 minutes earlier.

National Rail website also shows platform 3 as well as Trainline. Looking at Darwin (which RealTimeTrains doesn't use) Leighton Buzzard has a manual platform allocation of 3. Wolverton also has a platform 3 instead of 1 issue. My understanding is that the automatic platform change logic won't override a manually set platform. I don't know when and why they were set to 3.


This seems like something that should be able to claim for. Would expect any Delay Repay claim to be initially rejected, but hopefully would be accepted on appeal with sufficient explanation and screenshots. Alternatively could contact LNRs customer services directly and they might be able to advise best course of action to get compensation. Only do one of the two options as otherwise can look like you are trying to reclaim the same money twice.

 

[AlterEgo]

Who is likely at fault here, if anyone? Does @lilyamy29 have any valid claim for 'Delay Repay'? (Possibly an hour late at Coventry).

It'll be one you have to argue, and the company will have to investigate the data at the station displayed on the screens. One assumes a whole load of people missed that train and not just the OP.

 

[MotCO]

We're other parties also affected by this? Were there lots of people on platform 3 scratching their heads, or had they all heard any tannoy announcements and caught the train fro the correct platform? Also, without wishing to insult your intelligence, were you wearing any headphones and missed any announcements?

Were you able to use your advanced ticket on another train, or did you have to buy another ticket?

 

[Vexed]

had they all heard any tannoy announcements and caught the train fro the correct platform

As per #8 and a different website that also uses Darwin data that should mirror the CIS boards (https://railchecker.app/service/2026-03-08/W05725/detailed) it appears the platform alteration never went through for whatever reason, so I would believe the OP.

 

[MotCO]

As per #8 and a different website that also uses Darwin data that should mirror the CIS boards (https://railchecker.app/service/2026-03-08/W05725/detailed) it appears the platform alteration never went through for whatever reason, so I would believe the OP.

Indeed, and I do believe the OP. I just wondered if there were manual announcements overriding the displays.

 

[Vexed]

Indeed, and I do believe the OP. I just wondered if there were manual announcements overriding the displays.

I see what you mean. Yes I would hope there was a manual announcement. I don't know how many staff Leighton Buzzard would have on a Sunday afternoon, NRE says it would be staffed until 6pm, if it's just one member of staff in the ticket office I assume it would depend on if they had Traksy/similar up.

 

[lilyamy29]

Thank you everyone for your help. There was no manual announcement and I don’t think the station even had any staff as ticket office was closed so I couldnt asked anyone. I have contacted LMR customer services. Would you recommend using RealTimeTrains in the future?

 

[Snow1964]

Indeed, and I do believe the OP. I just wondered if there were manual announcements overriding the displays.

Is that allowed under disability rules ?

I was under the impression that had to be audio and visual (both), not one contradicting the other. That potentially opens up an alternative reason for complaining/compensation.

 

[Vexed]

Would you recommend using RealTimeTrains in the future?

Generally not for passenger services, RTT uses a different data source called TRUST that mean it often doesn't know about part cancellations or short notice* platform alterations until the last minute. LNR control are able to put platform alterations into the departure boards, National Rail, and third party sites which I think should include Trainline using something called Darwin which is supposed to be the "single source of truth" though not on this occasion!

RTT uses TRUST and augments it with the Train Describer feed (which is basically as low level data on train movements it's possible to get**) with their own processing. That's how RTT has a platform shown at Leighton Buzzard (and also Berkhampstead) while TRUST data shown on Open Train Times doesn't list a platform from running data for Leighton Buzzard: https://www.opentraintimes.com/schedule/W05725/2026-03-08

Somethings gone quite wrong here and I agree with zwk500 in #6 that there is probably some data issue with Leighton Buzzard.

*By this I mean on the day alterations during disruption. Planned alterations due to engineering work should show on RTT.
**Most actually report GPS data but this is for internal use only and not generally available.

 

[Peter Mugridge]

Generally not for passenger services, RTT uses a different data source called TRUST that mean it often doesn't know about part cancellations or short notice* platform alterations until the last minute. LNR control are able to put platform alterations into the departure boards, National Rail, and third party sites which I think should include Trainline using something called Darwin which is supposed to be the "single source of truth" though not on this occasion!

RTT uses TRUST and augments it with the Train Describer feed (which is basically as low level data on train movements it's possible to get**) with their own processing. That's how RTT has a platform shown at Leighton Buzzard (and also Berkhampstead) while TRUST data shown on Open Train Times doesn't list a platform from running data for Leighton Buzzard: https://www.opentraintimes.com/schedule/W05725/2026-03-08

You can, however, use the maps on Open Train Times to see in advance which platform a train has been signalled in to.

 

[Haywain]

That potentially opens up an alternative reason for complaining/compensation.

Why - is the OP dsiabled?

 

[ThisIsSurbiton]

National Rail, and third party sites which I think should include Trainline using something called Darwin [...]

It does... All retailers sould be using it

 

[Bletchleyite]

The main reason, as I understand it, why Realtime Trains doesn't use Darwin, is that part of the agreement for using it is to agree that you have to only display platform information that comes from it, not from other sources, and that includes where the platform is suppressed. Given that most people using Realtime Trains use it at least some of the time to obtain suppressed platform information doing so would be counterproductive to the usefulness of the product.

Why Trainline gets away with using other data sources for platform information (which is often wrong) I have no idea.

 

[ThisIsSurbiton]

Why Trainline gets away with using other data sources for platform information (which is often wrong) I have no idea.

The platforms are from the long-term timetable, or Darwin. Retailers can differ about what to do while platforms are suppressed - should they show the originally timetabled, or nothing? - but there are no other sources out there.

 

[Bletchleyite]

The platforms are from the long-term timetable, or Darwin. Retailers can differ about what to do while platforms are suppressed - should they show the originally timetabled, or nothing? - but there are no other sources out there.

Realtime Trains gets it from the signalling data feeds, that's a third one.

 

[ThisIsSurbiton]

Realtime Trains gets it from the signalling data feeds, that's a third one.

Ah yes... I'm getting them after Darwin's finished with them.

 

[lightning76]

I don't have anything to add as to *why* this happens, not having any technical knowledge. However as a frequent user of Leighton Buzzard I am not at all surprised at this.

Platform alterations are generally uncommon, however when either pair of lines are closed, ie daily after 2200, and until 1200 on Sunday mornings, trains are usually shown as departing from their "normal" platforms, ie 3 or 4, until very shortly before their arrival. (Despite the fact that an up train cannot physically get to platform 4 after passing Denbigh Hall, about 10 minutes away, the platform alteration will still not be announced until literally the last minute.)

All announcements seem to be overridden by an automated announcement about fast trains passing, they can be cut off after the first word.

Regular users on Sunday mornings can be identified by their gathering at the steps of the footbridge. Less savvy travellers go to the London end of platform 4, from where they have to sprint back, or sit in the shelters on platform 3 while their train arrives and departs behind their backs.

In 18 months of using this station, I have never heard a manual announcement from station staff. On the positive side I am well aware of the inadvisability of bringing an e-scooter, and would not think of smoking, vaping or using an e-cigarette.

 

[louis97]

This is just classic Blackbox (the supplier of the CIS for WMT), it regularly gives out incorrect information, especially where platform alterations are involved. I've seen the system regularly display incorrect information when a platform alteration is involved, such as this where the a train will be advertised on one platform whilst it arrives/departs from another. It's just awful, and not really fit for purpose.

There has also been incidents at Leighton Buzzard where people have been injured on the stairs when a train has arrived on the wrong platform than advertised in the morning peak.

 

[The exile]

Is that allowed under disability rules ?

I was under the impression that had to be audio and visual (both), not one contradicting the other. That potentially opens up an alternative reason for complaining/compensation.

The rules must make allowances for last minute changes / emergencies where there is no time to enter a message into a visual display system, but there is time to make a quick local announcement. If they don’t, then every shouted “stand behind the yellow line” is a breach of the regs as it is not immediately repeated on the screens.

 

[moogal]

I don't have anything to add as to *why* this happens, not having any technical knowledge. However as a frequent user of Leighton Buzzard I am not at all surprised at this.

Platform alterations are generally uncommon, however when either pair of lines are closed, ie daily after 2200, and until 1200 on Sunday mornings, trains are usually shown as departing from their "normal" platforms, ie 3 or 4, until very shortly before their arrival. (Despite the fact that an up train cannot physically get to platform 4 after passing Denbigh Hall, about 10 minutes away, the platform alteration will still not be announced until literally the last minute.)

Regular users on Sunday mornings can be identified by their gathering at the steps of the footbridge. Less savvy travellers go to the London end of platform 4, from where they have to sprint back, or sit in the shelters on platform 3 while their train arrives and departs behind their backs.

Have had the same issue there plenty of times on weekends - the first time I'd gone right to the front of P4 and had to run... on subsequent occasions I'd learnt my lesson and hung around by the footbridge. These days I tend to watch the live maps on OpenTrainTimes and see if they're running on the fasts.

As mentioned above, it's already known on which platform southbound trains will arrive shortly after leaving Bletchley, so really shouldn't be any excuse for waiting until the train is basically arrived to announce an alteration. That same first time, a wheelchair user was waiting on P4 and stood no chance whatsoever at getting up the lift, across the footbridge and down the lift on the other side in time.

 

[Parham Wood]

Have had the same issue there plenty of times on weekends - the first time I'd gone right to the front of P4 and had to run... on subsequent occasions I'd learnt my lesson and hung around by the footbridge. These days I tend to watch the live maps on OpenTrainTimes and see if they're running on the fasts.

As mentioned above, it's already known on which platform southbound trains will arrive shortly after leaving Bletchley, so really shouldn't be any excuse for waiting until the train is basically arrived to announce an alteration. That same first time, a wheelchair user was waiting on P4 and stood no chance whatsoever at getting up the lift, across the footbridge and down the lift on the other side in time.

You need to keep complaining about this. There is obviously no incentive or will to fix the problem.

 

[jfollows]

There was also https://www.railforums.co.uk/threads/commuter-knew-better-than-apps.279737/ about the same sort of thing at Twyford.