Additional travel costs: who is responsible?

I purchased a ticket to travel from Bermuda Park to Halifax on 11th July 2026. My journey ended up unfolding as follows:


I claimed delay repay through Avanti as their initial delay was what caused knock-on delays to my journey. This has been accepted and paid. However, I applied through Northern for the taxi costs home. This was due to this being the advice given by Northern station staff, and disruption to that specific leg of the journey being what required me to get the taxi in the first place. Northern have now replied to me that West Midlands Railway should instead be responsible for my taxi costs home as the initial operator responsible for delays and have passed my claim on to them.

Are Northern correct that WMR are the operator I should be claiming through, or should I push back at Northern as the operator responsible? (Or should it be Avanti, even?)

Thank you very much for any help you can provide!

Push back at Northern. They are confusing it with a Delay Repay claim, wherein the first operator whose delay/cancellation had a material impact on the itinerary pays. However as you started short at Nuneaton WMT is not relevant at all - they didn't delay you, you just elected in light of the disruption not to use that part of your ticket.

If you arrived at Halifax in the taxi paid for by Northern (in theory) more than 15 minutes after 2238 then there is theoretically also a Delay Repay claim to make?

Bletchleyite said:

Push back at Northern. They are confusing it with a Delay Repay claim, wherein the first operator whose delay/cancellation had a material impact on the itinerary pays. However as you started short at Nuneaton WMT is not relevant at all - they didn't delay you, you just elected in light of the disruption not to use that part of your ticket.

If you arrived at Halifax in the taxi paid for by Northern (in theory) more than 15 minutes after 2238 then there is theoretically also a Delay Repay claim to make?

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Thank you. I have made a delay repay claim with Avanti for my whole journey as I would not have made my connection at Victoria regardless of the cancelled train later, and they have paid this. The only thing I'm asking for from Northern are the taxi costs. Very much appreciate your help!

Also for the future, be a bit firmer at getting them to organise and pay for a taxi directly. They have no excuse at a station such as Victoria.

speedy1 said:

Also for the future future, be a bit firmer at getting them to organise and pay for a taxi directly. They have no excuse at a station such as Victoria.

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"Being firm" with staff who outright refuse to do this? Which I have experienced in the past

Others have commented on the correct method to follow for your claim. I have had experience of trying to claim a taxi fare from Northern. I missed the last reasonable (Northern) connection of the day to get to my destination, because the first leg (Northern) was delayed. Northern declined to refund my taxi fare at two attempts of asking. I had to go via the Regulator and Northern finally paid up. You may have to insist quite a bit.

settlelad said:

Others have commented on the correct method to follow for your claim. I have had experience of trying to claim a taxi fare from Northern. I missed the last reasonable (Northern) connection of the day to get to my destination, because the first leg (Northern) was delayed. Northern declined to refund my taxi fare at two attempts of asking. I had to go via the Regulator and Northern finally paid up. You may have to insist quite a bit.

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Very frustrating, but helpful to know so I can prepare myself! I'm very glad that you were eventually able to resolve it.

riceuten said:

"Being firm" with staff who outright refuse to do this? Which I have experienced in the past

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I have found reading out NRCoT 28.2 to be quite effective here

riceuten said:

"Being firm" with staff who outright refuse to do this? Which I have experienced in the past

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Just do the usual sort of thing for this in the UK (process differs in other country, what I'm about to describe may end very badly for you in some). Be polite but firm, explain carefully that you have had this done before on multiple occasions, if necessary mention the conditions of travel, ask if they're unable to see their line manager or similar, if refused then ask for their identity (they have fake ones if they want it so you shouldn't feel shy about this), if refused then take a physical description or ultimately photograph them (I've never had to get to that point though). If you do get to last stages do not post it on the internet or social media or otherwise be a nob as you don't know why they're being intransigent/incompetent - it's purely leverage for you.

Your goal isn't so much to get them to organise a taxi, it's to get them to organise a taxi or have it on record that they refused to do so. In some ways the latter is preferable as you will within reason be able to get the taxi to your house, not be constrained to using the taxi firms the TOC has a contract with, not have to share it with strangers, etc.

Egg Centric said:

Just do the usual sort of thing for this in the UK (process differs in other country, what I'm about to describe may end very badly for you in some). Be polite but firm, explain carefully that you have had this done before on multiple occasions, if necessary mention the conditions of travel, ask if they're unable to see their line manager or similar, if refused then ask for their identity (they have fake ones if they want it so you shouldn't feel shy about this), if refused then take a physical description or ultimately photograph them (I've never had to get to that point though). If you do get to last stages do not post it on the internet or social media or otherwise be a nob as you don't know why they're being intransigent/incompetent - it's purely leverage for you.

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Been there, done that, zero effect. They're not listening. Many moons ago, I remember Thameslink GN cancelling all trains going north from Kings X and St Pancras after midnight "due to staff shortages". Staff were spoken to - politely and firmly, and informed us that they couldn't get through to "control" and couldn't authorise taxis or overnight accommodation without it and we would have to "make our own arrangements".

People were instructed to take taxis or book rooms and claim it back from TSGN. Those that did were met with a flat out refusal after they claimed as the taxis and hotels "were not authorised by the company". Eventually, a staff member passing through was prevailed upon to ask the driver of a TL train driving non-stop to Peterborough (presumably to the depot) to stop there and in Stevenage.

He was able to contact "control" and they begrudgingly agreed to do this. Meanwhile, the staff who had originally been on the concourse disappeared, never to return. What was REALLY irritating was the announcement every 10 minutes that services were suspended and for people to "seek alternative routes" - don't you think people would have done that if they could? And, at midnight in KGX there were none for the vast majority of people waiting.

When I contacted them the next day, they gave me chapter and verse on what the reason for the delay was (I'd not actually asked this), and flat out denied that they refused to authorise taxis and insisted that the staff had remained on the concourse throughout.

Egg Centric said:

Your goal isn't so much to get them to organise a taxi, it's to get them to organise a taxi or have it on record that they refused to do so.

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Other than filming said exchange, how do you prove they refused ? They would inevitably say they didn't

Egg Centric said:

In some ways the latter is preferable as you will within reason be able to get the taxi to your house, not be constrained to using the taxi firms the TOC has a contract with, not have to share it with strangers, etc.

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And bear the not inconsiderable cost yourself.

== Doublepost prevention - post automatically merged: 5 Aug 2026 ==

blimmo said:

I have found reading out NRCoT 28.2 to be quite effective here

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If they defer to people further up the tree (as outlined above), that's going to help none

riceuten said:

Other than filming said exchange, how do you prove they refused ?

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If it comes to it and you've tried being reasonable I don't see why you shouldn't film it.

Another great example of station staff adding to the journey experience. In some ways, you're better at an unstaffed station, at least then you know you are on your own. I'm sure some do a good job, but I can't say station staff have ever added anything to my journeys (I am very lucky to be mobile though) but often get in the way. Often, they are less well informed than "power users" of the railway and don't seem to have any authority to do much at all.

riceuten said:

And bear the not inconsiderable cost yourself.

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And quite likely the effort and stress of an Ombudsman complaint or small claims court claim to get the money back.

This is absolutely disgusting that a train station like Manchester Victoria that is fully staffed they were not arranging taxis.

Sonic1234 said:

And quite likely the effort and stress of an Ombudsman complaint or small claims court claim to get the money back.

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Fair I often forget that other posters here don't enjoy that sort of thing, like quite a lot of us do.

gray1404 said:

This is absolutely disgusting that a train station like Manchester Victoria that is fully staffed they were not arranging taxis.

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There are pretty limited staff at MCV in the late evening, and they aren't the most helpful.

I agree that the right thing to do is probably keep pushing at Northern then if it comes to it, get a deadlock letter to take them to the Ombudsman.
I wouldn't call the Ombudsman process 'stressful', as long as the account is well written they're very helpful, and don't take long either.


I think in a case like this there's a good chance they'd instruct Northern to pay back the taxi fare, plus extra costs for the inconvenience.

And if they didn't (the Ombudsman) the OP can still issue a Before claim to Northern before any small claim. Often the latter gets a company to pay up.

Just checking back in to say a huge thank you to everyone who has kindly offered advice. I have responded to Northern for now, so we shall see where that goes, but I have a much stronger idea of the next steps depending on what happens. I very much appreciate everyone's help!