Swansea - Newcastle split tickets

[kieron]

For the future, it may be worth checking the Booking Advance tickets and reserving seats page on NRE before booking. It's currently 3-and-a-bit weeks ahead for Arriva Trains Wales on weekdays. In other words, they don't know what they'll actually try to run at any time after that.

While you could be entitled to extra compensation if you book further ahead than that, you also have a less predictable journey. And, of course, a flexible ticket costs no extra if you buy it on the day of travel rather than a few weeks ahead*.

* You could save by booking ahead if you buy a ticket before a price rise is announced for travel after it takes effect, but that's an uncommon situation.

 

[aar0]

Remember to claim Delay Repay

Delay repay for both submitted... what are the odds it'll go through easily and without let or hindrance?

 

[yorkie]

Depends on how you worded it. Did you include a photograph of all the tickets, a copy of your booking confirmation email and state the total sum of all fares, and made it clear what your through journey was? If so there's a good chance it will go through fine. Which TOC delayed you on the return journey?

 

[aar0]

I did. Two weeks after submission I had a reply from Cross Country, and XC have, after requesting a few further details and then curtly telling me I could have submitted the claim online rather than via email (each individual ticket one by one? No thanks...) agreed to send a cheque for the standard delay repay after 2 hours.

ATW replied today to say it wasn't their fault, and that I am due nothing from them, as journeys can take longer at weekends...

 

[yorkie]

Go back to ATW asking them to look at it again.
I'd also contact Transport Focus.

 

[ForTheLoveOf]

I did. Two weeks after submission I had a reply from Cross Country, and XC have, after requesting a few further details and then curtly telling me I could have submitted the claim online rather than via email (each individual ticket one by one? No thanks...) agreed to send a cheque for the standard delay repay after 2 hours.

ATW replied today to say it wasn't their fault, and that I am due nothing from them, as journeys can take longer at weekends...

So, just to clarify - you split tickets for a return journey from Swansea to Newcastle. You were delayed on both legs - CrossCountry have paid up the appropriate amount for the delay they caused to one leg, but ATW are refusing for the delay they caused to the other leg? Did you (intend to) travel in line with an official itinerary or some kind of timetable, and are you claiming for the delay against that?

How much compensation is in question here?

 

[BlueFox]

Did you (intend to) travel in line with an official itinerary or some kind of timetable

Have you read the start of the thread?

 

[aar0]

Go back to ATW asking them to look at it again.
I'd also contact Transport Focus.

Transport Focus contacted; somewhat grumpy email sent to ATW.

How much compensation is in question here?

£90, not an inconsiderable amount.

 

[ForTheLoveOf]

£90, not an inconsiderable amount.

This is the kind of amount which I would definitely be vigorously pursuing if/when Transport Focus almost certainly come back without a solution.

 

[aar0]

Physical letter from ATW, in nearly readable English... now their reason they won't pay is that I didn't take their rail replacement bus - why? Because the 175 from Swansea arrived too late to catch it, and an ATW member of staff on the platform told me instead to get the GWR service. £25 of rail vouchers included, and the letter ends by telling me that if I don't like it is should go to transport focus. I assume that means I shouldn't reply to them again?

 

[ForTheLoveOf]

Physical letter from ATW, in nearly readable English... now their reason they won't pay is that I didn't take their rail replacement bus - why? Because the 175 from Swansea arrived too late to catch it, and an ATW member of staff on the platform told me instead to get the GWR service. £25 of rail vouchers included, and the letter ends by telling me that if I don't like it is should go to transport focus. I assume that means I shouldn't reply to them again?

It means that you've reached the end of their internal complaints procedure. That doesn't mean it's the end of the matter. You can take it to Transport Focus - though, as they are merely mediators and not an ombudsman, they have no power to force ATW to do anything (plus they wouldn't even know what the answer is and so would instead believe whatever ATW say!). You can also chase it up further legally - e.g. by sending a reminder or a Letter Before Action. It's up to you.

Did you actually want, or request RTVs? Is £25 more or less than you're due (I assume considerably less, given the distance of the journey)?

 

[aar0]

Did you actually want, or request RTVs? Is £25 more or less than you're due (I assume considerably less, given the distance of the journey)?

Not really, I tend to only do long journeys and book in advance. £25 is just over 1/4 of the total amount.

I'm waiting to hear back from Transport Focus, though I intend to send a another letter to ATW in the intervening period just in case.

 

[ForTheLoveOf]

Not really, I tend to only do long journeys and book in advance. £25 is just over 1/4 of the total amount.

I'm waiting to hear back from Transport Focus, though I intend to send a another letter to ATW in the intervening period just in case.

So, you've been paid a quarter of what you're due, in a form of 'payment' you didn't ask for! Way to go, ATW.

 

[Termy]

So, you've been paid a quarter of what you're due, in a form of 'payment' you didn't ask for! Way to go, ATW.

(Apologies for the slightly off-topic reply!)
That's pretty standard for ATW. They are utterly useless. Cannot wait for them to be gone later this year/next year. Maybe KeolisAmey/TfW will run things differently...

 

[aar0]

Finally a response from Transport Focus - "I'm sorry to tell you that, despite my escalation on your behalf, ATW have refused to offer any compensation for the late arrival".

Hoorah. This is a journey I do about 10 times a year, and one which I will now on try very hard to use GWR and LNER rather than ATW and XC...

 

[yorkie]

Next step is to escalate the matter to your MP.

 

[ForTheLoveOf]

Finally a response from Transport Focus - "I'm sorry to tell you that, despite my escalation on your behalf, ATW have refused to offer any compensation for the late arrival".

Hoorah. This is a journey I do about 10 times a year, and one which I will now on try very hard to use GWR and LNER rather than ATW and XC...

Next step is to escalate the matter to your MP.

Or alternatively, to send a Letter Before Action. I'm happy to proofread any such letter.