Delay compensation

[coupwotcoup]

I am sure you guys are well versed on this thorny subject.
No. 1 daughter travelled to Newcastle last Friday afternoon and was
caught up in the fatality/signal failure on the East Coast line, which
ended with her arriving three hours late.
She said that there was a conspicuous lack of staff when they eventually
arrived and was wondering what the next step is?
Cheers in advance.

 

[lyesbkz]

From http://www.eastcoast.co.uk/about-us/passengers-charter1/Delay-Repay/

Customers delayed on East Coast services for 120 minutes or longer will receive compensation of at least 100% of the cost of a single ticket or at least 100% of the cost of a return ticket (i.e. both ways, not just one way).

She may be entitled to receive the full cost of the journey in National Rail vouchers, according to that webpage. There is an online form that can be filled in from there, or if preferred a paper form may be downloaded, printed and then posted to the specified address.

 

[coupwotcoup]

Thank you for your help.

 

[142094]

Remember to take a scan of the tickets in case they get lost in the post.

East Coast are normally one of the better TOCs in my opinion when it comes to getting a refund.

 

[island]

Remember to take a scan of the tickets in case they get lost in the post.

Or just send the scan to EC in the first place via their online form.

 

[142094]

Or just send the scan to EC in the first place via their online form.

Whichever way works the best, just as long as you still have a copy to hand, in case of the gremlins

 

[DaveNewcastle]

. . . . She said that there was a conspicuous lack of staff when they eventually arrived . . . .

Probably true, but please don't be too hard of East Coast in that respect - I'm sure they would have wanted to provide better service, but with so very many staff stuck in the wrong places (and increasingly so as the day progressed), and other well out of their rostered hours, it must have been difficult to provide any additional reception or other support - even though it would have been appropriate.

Its a hard position to manage - between one knife wielding agressor and a few thousand passengers is a couple of hundred staff. What do you do? All possible actions are going to be unsatisfactory.

Good luck. I'm sure the crew in ustomer Services will honour your claim.

 

[coupwotcoup]

Probably true, but please don't be too hard of East Coast in that respect - I'm sure they would have wanted to provide better service, but with so very many staff stuck in the wrong places (and increasingly so as the day progressed), and other well out of their rostered hours, it must have been difficult to provide any additional reception or other support - even though it would have been appropriate.

Its a hard position to manage - between one knife wielding agressor and a few thousand passengers is a couple of hundred staff. What do you do? All possible actions are going to be unsatisfactory.

Good luck. I'm sure the crew in ustomer Services will honour your claim.

She has filled in and sent off the necessary. Apparently, as tickets were purchased with a credit card, ticket evidence not needed but she has retained them just in case.
Thanks again for all your pointers.