Missed connection and compensation rights.

[Teddy77]

Hello,

I had 10 minutes to change at Preston from a Blackburn - Preston train onto a Virgin train to London Euston. Sadly, the Blackburn-Preston train operated by Northern Rail was delayed by more than 10 minutes, so I missed my connection. The Virgin staff were very nice and let me travel on the next available service, however, I arrived in London more than an hour later than originally planned.

I understand that if my journey is delayed by more than an hour I have the right to get my money back. Would you agree that I am entitled to a full refund and it doesn't matter that the Northern Rail train was only 12 minutes late as it delayed my journey by more than an hour?

I got a response from Northern Rail which suggests that they don't feel very guilty and - as a nice gesture - I have been given a GBP 10 voucher which is worth much less than the ticket price for my entire journey...

Thank you for your opinions and help.

 

[yorkie]

Welcome to the forum.

See http://www.northernrail.org/northern/compensation-information

If a disruption to our services adds an hour or more to your journey we will offer you compensation. In all cases, it is the overall delay to you in reaching the destination on your ticket which counts, not simply the delay to the train or trains on which you travelled; e.g. a ten-minute delay to a connecting train may delay you by an hour.

I suggest you write to Northern again, and if they refuse your next step is a complaint to Transport Focus.

Let us know how you get on.

 

[ainsworth74]

I would agree with the above that you are entitled to compensation as your journey was delayed by more than an hour. That compensation should be at least 50% of the value of your ticket (Northern Rail currently operate a less generous and older compensation scheme than most other TOCs where you would get the full value of your ticket back for an hours delay).

 

[Teddy77]

Yorkie, ainsworth74, thank you for your quick and hopeful replies. Reassured by your responses, I will have another go at getting in touch with Northern...

 

[gray1404]

You are not entitled to your money back because you are delayed by more then an hour on Northern. They still operate under the Passengers Charter scheme. This states that if a delay to a Northern service adds an hour or more to your journey they will compensate you at least 50% of the fare paid for that journey in Rail Travel Vouchers. I have known them devide a return fare by 2 before working out the compensation amount, although it does not say this in their Passengers Charter.

What was the amount you paid for your ticket? If £10 is less then 50% of this value then I suggest, as Yorkie says, you write back to them and if you remain unhappy then take the matter to Transport Focus.

 

[Teddy77]

Gray1404, the total amount was GBP 28.80. I don't fully understand why some companies offer less than others (one would like to think that some governing body would impose uniform standards across the industry), but nevertheless I would expect to get at least GBP 14.40 back.

I have sent them another email - I am awaiting a response. It is not really a matter of money now (if the fight is really just for GBP 4.40), but simply a matter of honour and respect...

 

[tony_mac]

I don't fully understand why some companies offer less than others (one would like to think that some governing body would impose uniform standards across the industry)

There are some moves to do that, but it takes time due to the lengths of the franchises etc.
In the case of First Great Western, you need to know which company ran the route 10 years ago in order to work out the compensation arrangements.

I guess you had an Advance single ticket, so you should be due £14.40. But Northern can be difficult to deal with.

 

[gray1404]

I've noticed that Northern can longer then other TOCs replying to requests from Transport Focus too. I received an update from TF today saying that they are sorry they have been unable to reply but they are still waiting for a reply from Northern.

 

[yorkie]

I've noticed that Northern can longer then other TOCs replying to requests from Transport Focus too. I received an update from TF today saying that they are sorry they have been unable to reply but they are still waiting for a reply from Northern.

Keep trying. I know of several people (one example out of many for how poor their replies can be: Northern Rail: Pathetic Customer Relations) who have had poor treatment but simply given up as they feel it's not worth their time pursuing Northern.

 

[gray1404]

Keep trying. I know of several people (one example out of many for how poor their replies can be: Northern Rail: Pathetic Customer Relations) who have had poor treatment but simply given up as they feel it's not worth their time pursuing Northern.

Will do. I am not going to let the matter lie. I have an outstanding issue with Northern which is even more annoying regarding them leaving passengers stranded at Liverpool Lime Street. If the reply via Transport Focus is not good enough then I shall be going to see my MP.

 

[Teddy77]

Positive conclusion: I only had to wait 10 days to hear back from them this time (on the first occassion it was nearly a month). They apologised for the initial shortfall* and provided another GBP 10 voucher, taking the total compensation to GBP 20 (and the full ticket price was 28.80). I am now happy.

Thank you to everyone involved - your help has taught me a great deal about the modern railway...

* whether the shortfall was deliberate or not is another matter, but let's be nice and give them 'benefit of doubt'.

 

[gray1404]

Thanks for the update, I am delighted to read that you have now been able to receive a better level of compensation.