Questions re ticket validity

[JamesDrew]

I’m making a journey from Raynes Park to Portsmouth. The schedule when I bought the ticket was 0909 from Raynes Park, changing at Woking and arriving at Portsmouth at 1059.



However, much to my (and other people waiting) surprise, the scheduled Woking train passed straight through Raynes Park without stopping and details of the journey simply disappeared from the overhead platform display. Station staff were not massively helpful, just stating ‘Woking trains don’t usually stop here’.



I therefore ran to a different platform, caught a Clapham Junction-bound train and then by the skin of my teeth caught a Woking bound train from Clapham Junction.



The net result is that I’ll be at Portsmouth at the original scheduled time but 3 questions arise in my mind:

1. Is Raynes Park to Portsmouth valid via Clapham Junction and Woking? The ticket says ‘not via London’ but I wonder if this refers to London terminals.
2. If not valid (and I’d had my ticket checked either to or from Clapham Junction) would the reason that the scheduled 0909 train did not stop at Raynes Park be sufficient to use that alternative route?
3. If I’d been less quick (eg elderly or disabled) and not made the very tight connection at Clapham Junction, would any delay arising potentially have been eligible for a delay repay refund? (My ticket is an anytime day return).

All’s well that ends well but thanks if anyone can answer the above.



James

 

[alistairlees]

It looks like (for this weekend only?) trains from Waterloo to Guildford that call at Raynes Park and go via Effingham Junction are, instead, going to Woking via the mainline, in slightly different timings. I assume there is engineering work on the normal routes or in / around Guildford.

It seems that neither some drivers nor some staff are aware of this - whilst they are right that "Woking trains don't normally stop at Raynes Park" this is of no interest to you or other customers and they should have been aware of what was happening today, and interested in solving things for you and other customers.

 

[Watershed]

The net result is that I’ll be at Portsmouth at the original scheduled time but 3 questions arise in my mind:

1. Is Raynes Park to Portsmouth valid via Clapham Junction and Woking? The ticket says ‘not via London’ but I wonder if this refers to London terminals.

"Not via London" just means you can't travel via London Terminals - it doesn't mean you can't go via London as a whole.

The issue is more that you would be doubling back unless you took an alternative indirect route from Clapham Junction to Woking (e.g. via Barnes and Kingston). There are various easements that allow do allow you to double back but they only seem to apply if you have a ticket from Motspur Park or south thereof, rather than from Raynes Park specifically.

In practice I don't think you would be challenged on the double-back unless you tried to break your journey at Clapham Junction or similar.

1. If not valid (and I’d had my ticket checked either to or from Clapham Junction) would the reason that the scheduled 0909 train did not stop at Raynes Park be sufficient to use that alternative route?

Not inherently, no. The permitted routes don't change just because of disruption. That said, if you would expect to arrive more than an hour by sticking to the permitted routes, you would be entitled to require SWR to re-route you 'at the earliest opportunity' - i.e. via the quickest available route. In practice that would mean accepting your ticket via alternative routes even if it means a double-back.

1. If I’d been less quick (eg elderly or disabled) and not made the very tight connection at Clapham Junction, would any delay arising potentially have been eligible for a delay repay refund? (My ticket is an anytime day return).

Yes, a train not stopping as scheduled, resulting in you arriving 15+ mins late at your destination, would be grounds for claiming Delay Repay.

 

[blimmo]

That said, if you would expect to arrive more than an hour by sticking to the permitted routes, you would be entitled to require SWR to re-route you 'at the earliest opportunity'

Does this not require you to ask them first? Ofc they could give you permission you use a different route but if refused I was under the impression that you still needed to buy a new ticket to reroute you just had the entitlement to a refund.

 

[Watershed]

Does this not require you to ask them first? Ofc they could give you permission you use a different route but if refused I was under the impression that you still needed to buy a new ticket to reroute you just had the entitlement to a refund.

Yes, unfortunately it is less straightforward than it should be

 

[bb21]

The Wokings don't normally stop at Raynes Park however are stopping today in place of the Hampton Court trains which are only operating a shuttle service between Surbiton and Hampton Court.

You will be entitled to Delay Repay based on the overall delay to your journey.

I suggest you register a complaint if that is the response you got from station staff rather than something more helpful. Complaints can be useful in helping local management focus their improvement efforts, as it is a focus area for the DfT and the company.