Compensation from Grand Central

[block6panger]

Not sure this is the correct forum but here goes.

I travelled with my friend on the 10th Feb at 12.12 from Sunderland to Kings Cross on Grand Central.

The train was over an hour late. I sent off for a refund expecting to receive £44.90 (2 x £22.45 1st class 16-25)

In the post last week I received a refund of £11.23 as a rail voucher.

Was this correct? I thought compensation was 100% not just 25%.

If not, what should I do next?

Many thanks

 

[Ferret]

Not sure this is the correct forum but here goes.

I travelled with my friend on the 10th Feb at 12.12 from Sunderland to Kings Cross on Grand Central.

The train was over an hour late. I sent off for a refund expecting to receive £44.90 (2 x £22.45 1st class 16-25)

In the post last week I received a refund of £11.23 as a rail voucher.

Was this correct? I thought compensation was 100% not just 25%.

If not, what should I do next?

Many thanks

A quick look at their Passenger Charter having googled it reveals that for delays of 1-2 hours, it's 25% of the cost of the ticket. For 2-3 hours it's 50% and for over 3 hours it's 100%. So, you have received what your entitlement is on this occasion.

 

[DelayRepay]

Grand Central don't offer Delay Repay. I can't find their Passenger Charter online but 25% sounds about right. The NRCOC prescribe a minimum of 20% for a delay of over an hour.

 

[maniacmartin]

They aren't amongst the most generous of train operating companies with their compensation for delays, that's for sure.

 

[district]

I don't think Grand Central operate a Delay Repay scheme, but under the National Rail Conditions of Carriage, when you hold a single ticket you are entitled to 20% of the price paid.

Where delays, cancellations or poor service arise for reasons within the control of a Train Company or Rail Service Company, you are entitled to compensation in accordance with the arrangements set out in that Train Company’s Passenger’s Charter. This can be obtained from the relevant Train Company’s ticket offices, customer relations office and internet sales site.
(b) The amount of compensation offered by each Train Company in its Passenger’s Charter varies from Train Company to Train Company. However, if you arrive more than 60 minutes late at your destination station you will, as a minimum, be entitled to compensation in the form of travel vouchers in accordance with the table below:

They can of course offer more through their Passenger Charter, which I can't find.

Edit: I've found it, they offer 25%.

 

[Ferret]

They aren't amongst the most generous of train operating companies with their compensation for delays, that's for sure.

Haha, probably because they can't go running to the (British) taxpayer to bail them out if they spend too much money on giving out RTVs!

 

[block6panger]

Cheers for the replies.

That's a shame, but better than nothing I suppose!

 

[Ferret]

Cheers for the replies.

That's a shame, but better than nothing I suppose!

Indeed! What was the cause of the delay, just out of interest?

 

[block6panger]

Indeed! What was the cause of the delay, just out of interest?

I think there was a problem at Alexandra Palace. That's all we were told.

Also, first class on Grand Central is the biggest waste of time. A few cups of coffee with exactly the same legroom.

 

[yorkie]

I've edited the thread title to reflect that this is a discussion about Compensation, not a refund.

The level of compensation is correct.

I think there was a problem at Alexandra Palace. That's all we were told.

Sounds right, I remember that.

If GC treated you as a taxi company would, they'd bill you extra rather than compensate you So it's not that bad!

Also, first class on Grand Central is the biggest waste of time. A few cups of coffee with exactly the same legroom.

First Class on GC can regularly be available for as little as ~£3 more than a Standard ticket, if you book in advance. Look how busy First Class can be on popular trains! I agree it's a waste of time if on a full price FOS/FOR ticket, but their 1st Advances are often a lot cheaper than East Coast when doing a like-for-like comparison. I recently booked a 1st advance (not for me) at a price that was cheaper than EC wanted in Standard class on all other trains around that time.

 

[block6panger]

I've edited the thread title to reflect that this is a discussion about Compensation, not a refund.

The level of compensation is correct.


Sounds right, I remember that.

If GC treated you as a taxi company would, they'd bill you extra rather than compensate you So it's not that bad!

First Class on GC can regularly be available for as little as ~£3 more than a Standard ticket, if you book in advance. Look how busy First Class can be on popular trains! I agree it's a waste of time if on a full price FOS/FOR ticket, but their 1st Advances are often a lot cheaper than East Coast when doing a like-for-like comparison. I recently booked a 1st advance (not for me) at a price that was cheaper than EC wanted in Standard class on all other trains around that time.

That's fine. Was a bit annoying that it was returned as a rail voucher as it's pretty tricky to spilt that down the middle.

Yes, that was the reason I got them. Was around £5 more but yes going from London to the North East and vice versa, Grand Central are very reasonable.

I was on Hull Trains the other week, again I was impressed especially for the price. I'm all for more open-access operators..

 

[yorkie]

No problem.

If you are based in London, perhaps a convenient solution is to put the voucher on your Oyster PAYG balance?

Glad to hear it only cost £5 extra, I think £5 extra for the legroom, wider seats, and tea/coffee is worth it. Yes, no sandwiches as on EC but EC usually costs more, and it's generally cheaper to buy the sandwiches separately!

 

[Spaceflower]

Aren't GC run by the same company as Crosscountry; Arriva?

 

[34D]

Also, first class on Grand Central is the biggest waste of time. A few cups of coffee with exactly the same legroom.

Reclining seats, extra width.... Incidentally the standard class seats (on their HSTs) were built with a lot less legroom, but were adjusted when GC started to line up with the windows. First in the adelantes has more legroom.