Arriva Trains Wales compensation

[40fan]

On 27th October 2012 I was delayed while travelling between Stoke-on-Trent and Chester, three successive Arriva trains between Crewe and Chester were cancelled and the first available service, the 1049 Virgin train was 26 minutes late.

A claim for compensation was submitted to Arriva Trains Wales, I have had no reply yet.

Has anyone else experienced such poor customer service?

 

[yorkie]

On 27th October 2012 I was delayed while travelling between Stoke-on-Trent and Chester, three successive Arriva trains between Crewe and Chester were cancelled and the first available service, the 1049 Virgin train was 26 minutes late.

A claim for compensation was submitted to Arriva Trains Wales, I have had no reply yet.

I suggest you contact them again. It could have got lost in the system. You may want to 'phone them to chase it up.

Has anyone else experienced such poor customer service?

Yes, I'm aware of several complaints (though usually not delay-related) to East Coast Customer Services, who have not bothered to respond.

 

[merlodlliw]

On 27th October 2012 I was delayed while travelling between Stoke-on-Trent and Chester, three successive Arriva trains between Crewe and Chester were cancelled and the first available service, the 1049 Virgin train was 26 minutes late.

A claim for compensation was submitted to Arriva Trains Wales, I have had no reply yet.

Has anyone else experienced such poor customer service?

Was this due to flooding? was the ticket bought at an Arriva Station? or VT at Stoke or Crewe.

 

[trainophile]

I had a similar experience due to the flooding at the end of September, except we didn't travel at all due to all trains on our route being cancelled that day, rather than being delayed. I sent off my tickets to ATW with a letter outlining the details. I received an acknowledgement letter, saying I would get a refund onto the card I paid with within 28 working days, which I took to mean around six weeks.

After six weeks I still hadn't received the refund, so I phoned ATW's Customer Services (the number was on my acknowledgement letter). Received profuse apologies that "it should not have taken this long", and a cheque in the post the next day!

I think they must have a permanent backlog, but if you chase them up you should get your money.

 

[40fan]

I have been in touch and they are looking into it.

The delay was caused by a Pendolino bringing the wires down at Crewe. The problem was rectified by approximately 0845 but the 0923 train from Crewe to Chester was cancelled for no apparent reason. The staff and the unit were at Crewe.

Virgin and LM provided rail replacement coaches to Liverpool, Arriva did not do anything to assist their passengers.

 

[40fan]

Two weeks ago I received a full refund.

Arriva Trains Wales said they had written to me in November 2012. They enclosed a copy of the letter which said that because rail replacement buses were provided I was not entitled to any refund, however they offered the normal rate for a delyay.

I am puzzled by their response. The point of my complaint was that no rail replacemnt road service was provided. Had this been the case, I, and about twenty other passengers would have made use of the bus service.

 

[bb21]

Virgin and LM provided rail replacement coaches to Liverpool, Arriva did not do anything to assist their passengers.

There might not be coaches available, or that coach companies might have been unwilling to go to Chester for whatever reason.

Two weeks ago I received a full refund.

Arriva Trains Wales said they had written to me in November 2012. They enclosed a copy of the letter which said that because rail replacement buses were provided I was not entitled to any refund, however they offered the normal rate for a delyay.

I am puzzled by their response. The point of my complaint was that no rail replacemnt road service was provided. Had this been the case, I, and about twenty other passengers would have made use of the bus service.

If you think that your original point has not been addressed by the person replying, it might be worth getting in touch with them again pointing out so. It is not uncommon that customer service staff miss the point of the letter due to a number of reasons, such as time pressure and insufficient expertise.