FGW give out free refreshments because train was delayed

[Drsatan]

I got on the 18:00 service from Exeter St Davids to Paddington as far as Westbury (arrived 19:11). Was scheduled to catch the 19:40 service (ex. Swindon via Melksham) as far as Romsey, which was cancelled at the last minute and was told to catch the 19:00 service to Portsmouth Harbour (running about 50 minutes later) Got on that at about 19:50, but after leaving Trowbridge the guard announced that because the train was heavily delayed free refreshments would be given out, although the trolley would be stuck in the front coach of this 3 car 158 because of the amount of luggage in the vestibule. In the end I got a free bottle of fanta, but I suspect most of the passengers would want financial compensation: the guard didn't say anything about getting your money back, so I reminded the lady sitting opposite me (who'd got on at Cardiff Central) that because the train was delayed by about 50 minutes she'd be entitled to some form of compensation. I advised her to look on the FGW website or ask at a station ticket office.

Two questions:

If a train is severely delayed would complimentary refreshments normally be given out?
Should the guard have said something about getting compensation?

 

[Mintona]

With delays of more than 30 minutes I believe complimentary non-alcoholic drinks should be provided.

 

[devon_metro]

I got on the 18:00 service from Exeter St Davids to Paddington as far as Westbury (arrived 19:11). Was scheduled to catch the 19:40 service (ex. Swindon via Melksham) as far as Romsey, which was cancelled at the last minute and was told to catch the 19:00 service to Portsmouth Harbour (running about 50 minutes later) Got on that at about 19:50, but after leaving Trowbridge the guard announced that because the train was heavily delayed free refreshments would be given out, although the trolley would be stuck in the front coach of this 3 car 158 because of the amount of luggage in the vestibule. In the end I got a free bottle of fanta, but I suspect most of the passengers would want financial compensation: the guard didn't say anything about getting your money back, so I reminded the lady sitting opposite me (who'd got on at Cardiff Central) that because the train was delayed by about 50 minutes she'd be entitled to some form of compensation. I advised her to look on the FGW website or ask at a station ticket office.

Two questions:

If a train is severely delayed would complimentary refreshments normally be given out?
Should the guard have said something about getting compensation?

No refreshments or compensation is due, you just got lucky it seems.

60 minutes is the cut off point and I believe free tea & coffee are dished out after that time too.

 

[Drsatan]

No refreshments or compensation is due, you just got lucky it seems.

60 minutes is the cut off point and I believe free tea & coffee are dished out after that time too.

Free tea, coffee, non-alcoholic drinks and snacks were provided.

 

[dan_atki]

When at Southampton Central last night, the 1906 to Portsmouth arrived at about 2021 (to terminate). The trolley on there was rather empty when it got off and I assumed it was due to free refreshments being given out for the 75 minute delay.

The 2006 to Portsmouth was due at 2050 - I didn't see that arrive because I'd gone by then! Platforms 2 and 3 were full of rather disgruntled people (and I can't say I blame them) getting visibly angrier with the announcement about the 2006 delay playing every five minutes. No doubt that left people behind at SOU when it left with 4/5 cars worth of passengers being tipped out!

What was also interesting is that at about 2005 it was announced anybody wishing to go to Bath, Bristol, or Cardiff should take the CrossCountry and change at Reading, and that was people's only hope for travelling as no taxis were being provided. From the way it was worded I'm not sure if any taxis had left but I'd be very intrigued to know how much it is from Southampton/Salisbury to Bristol!

 

[Daniel]

Should the guard have said something about getting compensation?

IMO, no, it's the customers responsibility to check the conditions, it's not the guards job to tell you that you can claim a refund. (Note, although I say the guard doesn't have too, personally I would do).

 

[Drsatan]

When at Southampton Central last night, the 1906 to Portsmouth arrived at about 2021 (to terminate). The trolley on there was rather empty when it got off and I assumed it was due to free refreshments being given out for the 75 minute delay.

The 2006 to Portsmouth was due at 2050 - I didn't see that arrive because I'd gone by then! Platforms 2 and 3 were full of rather disgruntled people (and I can't say I blame them) getting visibly angrier with the announcement about the 2006 delay playing every five minutes. No doubt that left people behind at SOU when it left with 4/5 cars worth of passengers being tipped out!

The 20:06 was a 3-car 158. It was about 80% full leaving Salisbury and most passengers would have got off at Southampton anyway, so hopefully those getting on at Southampton would have got a seat.

 

[dan_atki]

IMO, no, it's the customers responsibility to check the conditions, it's not the guards job to tell you that you can claim a refund. (Note, although I say the guard doesn't have too, personally I would do).

From FGW's Customer Charter:

If the train you are travelling on is delayed we will aim to:

- Get you to your destination station, with alternative transport provided if necessary;
- Where this is not possible, return you to a suitable station;
- In exceptional cases, overnight accommodation will be provided if it is not possible to get you to your destination or return you to a suitable station.

We will also offer complimentary non–alcoholic drinks on our high speed services when these services are running over an hour late (while stocks last). Where possible, our on-board staff will inform you if compensation is available and provide you with one of our Compensation Claim forms. We will ensure that all our trains have sufficient copies of these forms available when required.

The 20:06 was a 3-car 158. It was about 80% full leaving Salisbury and most passengers would have got off at Southampton anyway, so hopefully those getting on at Southampton would have got a seat.

I'd hope so, given how many people came off the 1906! I wonder how many people took the 2033 Brighton and 2044 Portsmouth and Southsea options as an alternative to waiting for the 2006...

 

[Tom B]

I have been told by NXEC staff before that they've been threatened with all sorts if they dare pro-actively inform passengers that they can claim compensation...

 

[Drsatan]

I have been told by NXEC staff before that they've been threatened with all sorts if they dare pro-actively inform passengers that they can claim compensation...

Tight fisted ****s

 

[LondonLarry]

When at Southampton Central last night, the 1906 to Portsmouth arrived at about 2021 (to terminate). The trolley on there was rather empty when it got off and I assumed it was due to free refreshments being given out for the 75 minute delay.

The 2006 to Portsmouth was due at 2050 - I didn't see that arrive because I'd gone by then! Platforms 2 and 3 were full of rather disgruntled people (and I can't say I blame them) getting visibly angrier with the announcement about the 2006 delay playing every five minutes. No doubt that left people behind at SOU when it left with 4/5 cars worth of passengers being tipped out!

I can't believe there were that many people actually wanting to go to Portsmouth! Fareham passengers had the 2011 and 2033 Southern services and those for Portsmouth could've taken the 2044. Admittedly, it might've been held at Northam for the FGW train to overtake, but people would have a seat on a quiet train.