Dear RailUk forum users,
I was hoping a kind fellow could advise on how to proceed assisting a family member who travelled by train from Morecambe/Lancaster to Polegate on a thorough ticket via Eus/LU/Vic on 8th September.
Their original itinerary was a 1512 arrival into Euston, with a 1554 departure from Victoria to Polegate. Special assistance was booked, and although the short cross-London connection time was queried on booking, NR staff assured that the passenger would make their connection.
The AWC service was 9 minutes late into Euston, and due to demand for other assisted travel customers, by the time they reached the concourse they were not going to make the 1554 from Victoria. This service incidentally arrived into Polegate 38 minutes late at 1747.
Instead they rode the 1624, which was 15 minutes late into Polegate, arriving 1556. Delay replay claims with both Avanti and Southern have been rejected. Avanti stated the delay into Euston was less than 15 minutes so they could not pay. Southern stated that the initial delay in her journey was the fault of Avanti, so they should pursue the DR claim through them.
It seems like both OCs are passing the buck of blame somewhat. My understanding is that the OC that originally caused the delay, whether or not they provided the service to the final destination was responsible for payment? It is coincidental that both 1554 and 1624 Southern departures from Victoria were delayed (as is EVERY Southern service at the moment!)
Had the Avanti train arrived on time and assisted travel was prompt enough to escort the passenger to Victoria in time for the 1554, they still would have been 38 minutes late. And even though they took the 1624 which was only 15 minutes late, according to the printed itinerary connected with their ticket, their delay was a total of 47 minutes.
Since the DR claim window has now closed I shall be directing this towards the customer service email of the OC. But could a kind individual please advise as to who to address this too? Or was it in fact the responsibility of the assisted travel team at Euston who couldn’t meet her in time (I believe that falls under Network Rail?)
I thank you in advance for reading this article and any assistance you could offer.
I was hoping a kind fellow could advise on how to proceed assisting a family member who travelled by train from Morecambe/Lancaster to Polegate on a thorough ticket via Eus/LU/Vic on 8th September.
Their original itinerary was a 1512 arrival into Euston, with a 1554 departure from Victoria to Polegate. Special assistance was booked, and although the short cross-London connection time was queried on booking, NR staff assured that the passenger would make their connection.
The AWC service was 9 minutes late into Euston, and due to demand for other assisted travel customers, by the time they reached the concourse they were not going to make the 1554 from Victoria. This service incidentally arrived into Polegate 38 minutes late at 1747.
Instead they rode the 1624, which was 15 minutes late into Polegate, arriving 1556. Delay replay claims with both Avanti and Southern have been rejected. Avanti stated the delay into Euston was less than 15 minutes so they could not pay. Southern stated that the initial delay in her journey was the fault of Avanti, so they should pursue the DR claim through them.
It seems like both OCs are passing the buck of blame somewhat. My understanding is that the OC that originally caused the delay, whether or not they provided the service to the final destination was responsible for payment? It is coincidental that both 1554 and 1624 Southern departures from Victoria were delayed (as is EVERY Southern service at the moment!)
Had the Avanti train arrived on time and assisted travel was prompt enough to escort the passenger to Victoria in time for the 1554, they still would have been 38 minutes late. And even though they took the 1624 which was only 15 minutes late, according to the printed itinerary connected with their ticket, their delay was a total of 47 minutes.
Since the DR claim window has now closed I shall be directing this towards the customer service email of the OC. But could a kind individual please advise as to who to address this too? Or was it in fact the responsibility of the assisted travel team at Euston who couldn’t meet her in time (I believe that falls under Network Rail?)
I thank you in advance for reading this article and any assistance you could offer.
