Refund Rules and connections

[GlosRail]

Yesterday I was on the 18.12 from Birmingham New Street to Cheltenham which was 24 mins late. This meant I missed my connection at Cheltenham to go to Ashchurch as that left on time. It was also going to be a tight connection with only 5 minutes or so to spare.

I had to wait for the next train to Ashchurch, so got there 19.57 instead of 19.04 making my total delay 53 minutes rather than just the 24 minutes late the first train was.

Does this mean I can claim a 50% refund?

 

[John @ home]

What is the origin and the destination on the ticket(s) you were using?

 

[GlosRail]

Birmingham New Street to Ashchurch. It was a full price single ticket I was using.

 

[hairyhandedfool]

Firstly, this is compensation (for delay) rather than a refund (for unused tickets). I realise it's only terminology to some, but it's the thought that counts.

Making a wild assumption that you were initially delayed on a Cross Country service (you haven't mentioned this) their passengers charter states the compensation due is as follows:

If our trains were running late

If your journey was delayed by 30 minutes or more, irrespective of the cause, you will be entitled to claim compensation under our Delay Repay scheme. We will offer our customers:

50% of the cost of your single ticket or 50% of the cost of either portion of your return ticket for delays of between 30 and 59 minutes; or

100% of the cost of your single ticket or 100% of the cost of either portion of your return ticket for delays of 60 minutes or more.

If either or both the outward or return legs of your journey is delayed by more than two hours and you have a return ticket, you will be entitled to receive up to 100% of the cost of the return ticket.

If it was not Cross Country, you will need to give us more information.

 

[GlosRail]

Yes it was the Cross Country train which was 24 mins late. The train was showing on time when I bought the ticket but then whilst on the platform at New Street the delay news came through, first 6 minutes then later and later. It left New Street 20 mins late then lost another 4 minutes.

 

[John @ home]

Yes, 1812 Birmingham New St - 1851 Cheltenham Spa 1857 - Ashchurch 1904 is an advertised connection on which a £23.50 (Railcard £15.50) Anytime Single is valid. You arrived at Ashchurch 53 minutes late, so you can claim under CrossCountry's Passenger Charter: see post #4. The claim form is here [pdf].

 

[GlosRail]

Thank you.

 

[yorkie]

Agreed - this is a delay compensation request; the delay to your journey was 53 minutes.