Greater Anglia passenger response goes viral

[transmanche]

Tell me how the advertised service was not delivered??

Er, the advertised train was cancelled. Ergo, the advertised service was not delivered.

You're the kind of person, I'm sure, that I'm winds up rail staff. The kind that when something goes wrong everyone is to blame but themselves.

Hahah, yet more baseless assumptions!

The only time I can even remotely be accused of 'winding up' a member of railway staff is an incident I mentioned elsewhere recently; when as a child I wanted to use my Travelcard[*] to travel on a BR train from Liverpool Street to Stratford - a ticket collector told me it was a fallacy that my ticket was valid. And I argued with him that he was wrong - because he was wrong.

And yet again, you're dodging the issue - this time by slandering people. So if you'd like to apologise for your groundless accusation, that would be the decent thing to do.

What I dislike is the kind of customer service which only ever refers to 'the rules' and doesn't consider what the is 'right thing to do'. And those who automatically assume that the customer is at fault, despite the absence of any evidence - and those who defend the system to the death, seemingly refusing to accept that it could ever be at fault.

[*] When the Travelcard was LT only, but allowed travel on certain dual-available BR routes, such as Kings Cross/Moorgate-Finsbury Park.

 

[northwichcat]

Tell me how the advertised service was not delivered??

It was.

The guy was too late, that is the end of it.

What a load of rubbish. The guy was there for the train but the operator failed to run the train.

If the advertised product is a train every hour and there isn't a train one hour then the advertised product hasn't been delivered.

May I suggest you read section 26 of NRCoC which clearly explains the minimum requirement if the rail operator fails to run an advertised service and you decide the next available service is not convenient then you are entitled to a full refund. It is not a goodwill gesture.

26. Refunds on tickets that have not been used.
If you decide not to use a ticket (other than a Season Ticket - see Condition 36) to make all or part of your intended journey, then:
(a) if the train you intended to use is cancelled, delayed or your reservation will not be honoured, you decide not to travel and at that time you return the unused ticket to any ticket office, the Train Company responsible for that ticket office will, if it is in a position to do so, give you an immediate full refund as shown in Condition 27.
(b) if paragraph (a) does not apply and the ticket has been bought from a Train Company’s ticket office (or a self-service machine) and you return your ticket at any Train Company’s ticket office no later than 28 days after the expiry of the ticket’s validity, you will receive a refund (subject to the notes below); or
(c) if paragraph (a) does not apply, the ticket has been bought from a Train Company’s telesales office or a Train Company’s internet website and you return the ticket to an address notified by that Train Company no later than 28 days after the expiry of the ticket’s validity, you will receive a refund (subject to the notes below); or
(d) if paragraph (a) does not apply and the ticket has been bought from a travel agent, if you return the ticket to that agent no later than 28 days after the expiry of the ticket’s validity, you will receive a refund (subject to the notes below).
Notes:
(i) The amount of the refund will normally take into account any use you have made of the ticket and in some circumstances no refund will be paid.
(ii) In the case of a refund made under (b), (c), or (d) above, you may have to pay a reasonable administrative charge (not exceeding £10).
(iii) Your right to receive a refund of all or part of the price paid may be restricted in the case of some types of reduced and discounted fare tickets, for example, those with an advance purchase requirement. These rights are set out in the notices and other publications of the relevant Train Companies.
(iv) In the case of a refund under (b), (c), or (d) above, you will not receive an immediate refund but your refund application will be processed as soon as reasonably practicable.
(v) In the case of an Electronic Ticket, the refund process may require you to allow the person making the refund to delete the stored ticket data or to demonstrate to that person that you have done so in accordance with the conditions of that ticket.

 

[Bungle73]

Er, the advertised train was cancelled. Ergo, the advertised service was not delivered.

There is more than one train! Do you not understand this? Obviously not.

Hahah, yet more baseless assumptions!

Not really. I'm going by the nonsense you're spouting on here.

And yet again, you're dodging the issue - this time by slandering people. So if you'd like to apologise for your groundless accusation, that would be the decent thing to do.

What I dislike is the kind of customer service which only ever refers to 'the rules' and doesn't consider what the is 'right thing to do'. And those who automatically assume that the customer is at fault, despite the absence of any evidence - and those who defend the system to the death, seemingly refusing to accept that it could ever be at fault.

The customer IS at fault. They put in their application too late. It's as simple as that.

Your idea of "customer service" is where a company bends or breaks the rules for an individual purely because they think they "deserve" it.

I defend it because, in this case, the passenger is in the wrong.

And I won't be apologising for anything btw, as this has to rank as one of the most asinine arguments I've had on an internet forum.

 

[GB]

Was the chaps ticket for a specific train then? Did the chap decide not to travel after his intended service was cancelled or did he get a later/next train?

 

[Bungle73]

What a load of rubbish. The guy was there for the train but the operator failed to run the train.

If the advertised product is a train every hour and there isn't a train one hour then the advertised product hasn't been delivered.

May I suggest you read section 26 of NRCoC which clearly explains the minimum requirement if the rail operator fails to run an advertised service and you decide the next available service is not convenient then you are entitled to a full refund. It is not a goodwill gesture.

(b) if paragraph (a) does not apply and the ticket has been bought from a Train Company’s ticket office (or a self-service machine) and you return your ticket at any Train Company’s ticket office no later than 28 days after the expiry of the ticket’s validity, you will receive a refund (subject to the notes below); or

Case closed.

 

[bb21]

This is clearly going around in circles.

Unless anyone wants to put forward new arguments, in which case let me know what they are. Until then this thread is closed.