FGW Compensation - will I be eligible?

[ValleyLines142]

Hi folks,

Last Wednesday I travelled on the 1530 Filton Abbey Wood to Cardiff service. It ran 42 minutes late and terminated at Newport, I had to catch the 1700 Newport to Maesteg to get to Cardiff and arrived at 1718 instead of 1618. Am I entitled to compensation for my delay or not?

 

[bb21]

Depends on the cause. The FGW Passenger Charter is here. The information you want is on Page 23.

If the delay was caused by issues outside the railway industry's control, then they would not pay out compensation (officially).

 

[Squaddie]

Depends on the cause. The FGW Passenger Charter is here. The information you want is on Page 23.

If the delay was caused by issues outside the railway industry's control, then they would not pay out compensation (officially).

But on the few occasions I've claimed for delays and cancellations due to bad weather and floods FGW has refunded me in full, so it's worth a try.

 

[bb21]

But on the few occasions I've claimed for delays and cancellations due to bad weather and floods FGW has refunded me in full, so it's worth a try.

Hence my italicised comment "officially".

 

[Goatboy]

FGW are on Twitter telling people no compensation due to the flooding, so I'd imagine not.

 

[ValleyLines142]

The reason for the delay to my journey, much to my absolute horror, was actually due to a member of staff being unavailable and not the poor weather conditions. The conductor actually specified this, although he did use the excuse due to flooding near Taunton, but that wasn't the case as it started from Taunton anyway at 1407 and the Cardiff-Taunton services were fine during the freak weather. 150921 and 153382 was the stock too, if that's of any use!

 

[ValleyLines142]

Depends on the cause. The FGW Passenger Charter is here.

Only thing is, there's compensation claims in three seperate circumstances, depending on the journey type. I don't know whether mine is First Great Western, First Great Western link and Wessex Trains (all of which say, in brackets, 'former' before them).

 

[bb21]

Filton Abbey Wood to Cardiff Central would be former Wessex Trains routes.

 

[ValleyLines142]

Filton Abbey Wood to Cardiff Central would be former Wessex Trains routes.

Thanks for confirming this, will check whether I am still eligible!

 

[Deerfold]

The reason for the delay to my journey, much to my absolute horror, was actually due to a member of staff being unavailable and not the poor weather conditions. The conductor actually specified this, although he did use the excuse due to flooding near Taunton, but that wasn't the case as it started from Taunton anyway at 1407 and the Cardiff-Taunton services were fine during the freak weather. 150921 and 153382 was the stock too, if that's of any use!

Might the member of staff have been unavailable due to the weather conditions and been unable to get to where they needed to be by train or road due to the flooding?

 

[D2022]

It depends on what station you go to, even down to what member of staff is on duty. My other half got refused compensation when she had to miss a day off 6th form due it taking over five hours to get from Swindon to Trowbridge.

 

[dzug2]

I didn't think FGW paid out until it's over an hour anyway - not sure if exactly an hour counts

 

[ValleyLines142]

I didn't think FGW paid out until it's over an hour anyway - not sure if exactly an hour counts

That would be utterly annoying if that was the case. I should be, because my original train did not reach its final destination. Without sounding dramatic ill be very annoyed if I'm refused compensation.

That's a fair point also about the staff shortage being due to being stuck because of weather conditions.

 

[Goatboy]

I didn't think FGW paid out until it's over an hour anyway - not sure if exactly an hour counts

60 minutes and 1 second = over an hour

 

[TEW]

The 1407 from Taunton usually starts from Paignton at 1247. It's booked to have a crew change at Exeter, with an Exeter crew working the service forward to Cardiff. The Exeter crew have to be sent in a taxi to Taunton, which is why the service has been regularly delayed the last week or so.

 

[ValleyLines142]

The 1407 from Taunton usually starts from Paignton at 1247. It's booked to have a crew change at Exeter, with an Exeter crew working the service forward to Cardiff. The Exeter crew have to be sent in a taxi to Taunton, which is why the service has been regularly delayed the last week or so.

Yes, the journey I was on (2U20) is the return of the daily extension to Paignton. I thought the train had worked 2C67 0800 Cardiff to Taunton, arriving at 0957, then the train did local diagrams until ready to depart back with 2U20 at 1407, with the same crew. I have absolutely no idea though; I don't travel further south than Temple Meads so wouldn't know!

 

[bnm]

Is the inability to get the crew from Exeter to Taunton in time to work the service something that is within the control of the industry? Unless there were traffic problems/road closures on the day in question then I think compensation for the 1 hour delay should be paid.

Yes, the line is closed between Exeter and Tiverton due to circumstances beyond the control of the industry, but the alternative plans put in place to get staff to where they need to be is within their control.

 

[221129]

On this subject myself and a friend were due on the 06:51 Tiverton - Paddington due to Arrive 09:34. Train was started at Taunton so We drove to Taunton in time for the 08:19 Taunton - Paddington which terminated at Reading and we were bused to PAD arriving 11:20.

The return journey was just as bad.
We got the 19:55 PAD - TVP Due into TVP at 21:21 Train Terminated at Westbury.
We got the Next train 30 mins ish later actual arrival 22:21

Are we entitled to delay repay?

 

[swt_passenger]

Are we entitled to delay repay?

No, because as is being regularly pointed out, FGW are one of the TOCs that do not yet operate the Delay Repay scheme, which is a comparatively recent introduction and usually coincides with a franchise renewal.

They do however offer compensation under their passengers charter system as per the link in post #2 above. As always, this allows for exclusions due to outside influences - such as flooding...

 

[221129]

So are we entitled to compensation? as it wasn't due to flooding? One was due to Starting short and Over running Engineering works. And the Other was A train Fault.

 

[ValleyLines142]

Is the inability to get the crew from Exeter to Taunton in time to work the service something that is within the control of the industry? Unless there were traffic problems/road closures on the day in question then I think compensation for the 1 hour delay should be paid.

Yes, the line is closed between Exeter and Tiverton due to circumstances beyond the control of the industry, but the alternative plans put in place to get staff to where they need to be is within their control.

Thank you for agreeing. It is true. I've sent off my compensation form but I imagine there'll be a slight delay in receiving it and getting a response what with Christmas etc.

Forgive my ignorance, but what is the difference between delay relay and compensation? To me they sound the same.

 

[thelongestroad]

You have nothing to loose by sending your claim (by freepost) to customer relations in Plymouth.

What's the worse that could happen?

 

[DaveNewcastle]

Forgive my ignorance, but what is the difference between delay relay and compensation? To me they sound the same.

Really?
I'm sure you'll have read the Conditions of Carriage. Section 42 Compensaion for Delays sets out the basic obligation for any Train Operating Company to its passengers following a delay and in the table it sets out the minimum compensation (e.g. for a delay of 60 mins or longer, a passenger with a Single Ticket is entitled to 20% of the price paid).

I'm also sure you must have read the Passenger Charter which some Operating Companies have adopted (e.g. East Coast), and found that under the terms of 'Delay Repay', the amount refunded is greater, amounting for a delay of 60 minutes or more, to 100% of the price paid for a Single Ticket.

Was there something which you couldn't differentiate between these two standards?

 

[ValleyLines142]

Really?
I'm sure you'll have read the Conditions of Carriage. Section 42 Compensaion for Delays sets out the basic obligation for any Train Operating Company to its passengers following a delay and in the table it sets out the minimum compensation (e.g. for a delay of 60 mins or longer, a passenger with a Single Ticket is entitled to 20% of the price paid).

I'm also sure you must have read the Passenger Charter which some Operating Companies have adopted (e.g. East Coast), and found that under the terms of 'Delay Repay', the amount refunded is greater, amounting for a delay of 60 minutes or more, to 100% of the price paid for a Single Ticket.

Was there something which you couldn't differentiate between these two standards?

Still doesn't mean anything to me!

As long as I get compensation then I'm happy! However, under Page 23 of FGW's Passenger Charter, it states:

''If your journey is delayed by more than an hour, we will, as a minimum, compensate our customers, including Weekly Season Ticket Holders to the value of 50% of the cost of your ticket, and 25% in case of a return ticket.''

What is the case for a Monthly Season Ticket Holder?

 

[Mojo]

What is the case for a Monthly Season Ticket Holder?

Under Great Western's Charter scheme, customers holding Monthly or longer seasons are not entitled to compensation on a 'per journey' basis. Instead, if the 12 month moving annual average for reliability and/or performance falls below the trigger, or in exceptional circumstances, then void days and/or a percentage discount is applied to the next renewal.

FGW's current performance stats are here:

http://www.firstgreatwestern.co.uk/About-Us/Our-business/Performance
--- old post above --- --- new post below ---

It depends on what station you go to, even down to what member of staff is on duty. My other half got refused compensation when she had to miss a day off 6th form due it taking over five hours to get from Swindon to Trowbridge.

I don't know what station staff has to do with it, as compensation is issued by the relevant Toc's customer relations department and not at individual stations.

 

[swt_passenger]

Still doesn't mean anything to me!?

So why not read the last section of page 23, and then most of page 24 including 'void days'...

 

[ValleyLines142]

So why not read the last section of page 23, and then most of page 24 including 'void days'...

I think I might just say I know the difference just to keep everyone happy!!

Compensation and delay repay sound similar. I think Page 23 is relevant to my case on my service.

 

[Mojo]

I think I might just say I know the difference just to keep everyone happy!!

Compensation and delay repay sound similar. I think Page 23 is relevant to my case on my service.

What ticket do you hold?

 

[ValleyLines142]

What ticket do you hold?

I did have a Monthly Season ticket, between Radyr and Keynsham, which expired on 4th December.

 

[Mojo]

I did have a Monthly Season ticket, between Radyr and Keynsham, which expired on 4th December.

So page 23 is not relevant to you; as I have stated above in my reply, you are not entitled to any compensation, as outlined in the Great Western customer charter.