South Eastern 23/12

[Southern]

I got stuck in London on the 23rd because of the cancellation of the last train from Charing Cross/London Bridge - Folkestone Central. South Eastern refused to provide me with an alternative method of transport, saying that I had arrived too late.

Suggestion number 1 was "try St Pancras." I had to ask them to check the times of HS1 because I wasn't prepared to go racing all the way up there to find that they weren't running. I was told the last train from there was 2355; when I asked where it was going, they said they didn't know.


Then came Suggestion number 2 of take the last train running to Tonbridge (0018) and wait for the next train (0451) to Folkestone. The staff weren't even sure if my ticket would be valid because of expiry after 4am. They said that Tonbridge "might" make an exception but that they themselves could not guarantee this. I was not prepared to take this gamble and instead chose to spend the night with relatives in London.

I now have with me an unused return portion of a Super Off Peak Day Return from Folkestone STNS - Charing X, costing £18.10, and the ticket I had to purchase next day; £21.30 Penge STNS - Folkestone STNS Off Peak Day Single. What I am wondering is: Do I have a case for refund of one or both tickets? Was I in the wrong for turning up too late? Thanks for your help.

Seasons Greetings
Marc(Southern)

 

[MCR247]

If you missed it because it was cancelled, how could you have been too late? :?

 

[First class]

I can't actually even find that ticket. However, no you wouldn't get a refund anyway.

Your ticket: £18.10
Then you minus the single fare for the bit you've used, lets say £15
Then you minus the refund admin fee, which is £10

Therefore you would end up owing THEM £7 odd.

 

[A60K]

I can't actually even find that ticket. However, no you wouldn't get a refund anyway.

Your ticket: £18.10
Then you minus the single fare for the bit you've used, lets say £15
Then you minus the refund admin fee, which is £10

Therefore you would end up owing THEM £7 odd.

If the OP arrived before the scheduled departure of the last train then surely the refund rules you describe become irrelevant?

I guess the whole issue rests on
a. What time was the last timetabled train?
b. What time did you arrive on the concourse?
c. What time did you contact a member of staff?

 

[First class]

The OP said:

...Was I in the wrong for turning up too late?

Well yes he was in the wrong if I've read that how it looks... I would class being too late as arriving with less than 5 minutes before departure. If we take into account going through a barrier, walking to the platform and the train doors closing 30-60 seconds before departure.

Just another issue is that the 2340 departed from Platform 4 (CHX) On Time according to Staff LDB. You don't know how long it took me to keep clicking 'back'... those with access know what I mean!!

 

[Southern]

Just to add, the train was meant to depart at 2349 from London Bridge. Looking at one of the electronic boards with next train departures, Folkestone Central just had "see station posters" or something along the lines of that. I got to London Bridge with about 10 minutes to spare.

 

[A60K]

Just to add, the train was meant to depart at 2349 from London Bridge. Looking at one of the electronic boards with next train departures, Folkestone Central just had "see station posters" or something along the lines of that. I got to London Bridge with about 10 minutes to spare.

In which case, assuming that you made a reasonable effort to try and find out which platform the train would go from, and there were no announcements or staff to help in time, I would write to SouthEastern (perhaps cc'ing Network Rail and Southern - not sure who's responsible for displaying departure info at LB) explaining the facts and asking for, at minimum, a refund of the ticket you had to purchase the next day and perhaps also for a refund of the return half of your original ticket, as they made you late by not providing information about the platform.

The information that was displayed can be checked on the station CCTV if they do it quickly, which will settle the matter. But on the other hand, if you were wandering around worse for wear after an Xmas party like I have been before, unable to comprehend any info being displayed or announced and missing my train as a result, then they might be less likely to refund you

 

[jobbers]

I
Suggestion number 1 was "try St Pancras." I had to ask them to check the times of HS1 because I wasn't prepared to go racing all the way up there to find that they weren't running. I was told the last train from there was 2355; when I asked where it was going, they said they didn't know.


Then came Suggestion number 2 of take the last train running to Tonbridge (0018) and wait for the next train (0451) to Folkestone. The staff weren't even sure if my ticket would be valid because of expiry after 4am. They said that Tonbridge "might" make an exception but that they themselves could not guarantee this. I was not prepared to take this gamble and instead chose to spend the night with relatives in London.

I

None of this comes as a surprise to me. South Eastern advertised that on the 22nd they were running "a Saturday service with additional HS1 services". When I rang their "customer services" line to try and find out the times of the additional services on 3 seperate occasions I was told:

1) "Sorry I haven't got that information - try National Rail Enquiries"

2) (After the same response as above) "There is a 17.49 service that runs via London Bridge". After pointing out that HS1 does not run via London Bridge, I was advised to phone National Rail Enquiries. I commented that surely the TOC should know what service they were operating, and got the reponse again to try NRE.

3) After calming down from call 2, decided to ring to speak to a manager, only to be told (at 16.10) that there were none there as they had all gone home. The young lady then resolved to consult some colleagues, and returned to tell me that there were additional HS1 services running between London Bridge and Cannon Street.

I was by now more amused than angry, and upon asking the lady whether she in fact had any basic knowledge about the services offered by her company, simply replied, "That's what I've been told - suggest you try National Rail Enquiries"

This level of "service" is not uncommon - after 25 years of commuting I appreciate things go wrong, but lack of or indeed useless information in this day and age is unforgiveable.