Ticket acceptance when missing a connection

[Robbouk]

Hello, I was wondering if you could help.

I have a Super Off Peak Single from Kings Cross via Grantham to Nottingham however due to an unfortunate incident on LNER earlier my 20:33 is delayed and I'll miss my connection from Grantham to Nottingham (it's the last service).

EMR want £75 and LNER are saying that the Super Off Peak admin costs to refund outweigh the price of the ticket.

I don't want to get stranded at Grantham so does anyone know if EMR have any obligations to carry me on the 'Via Grantham' ticket given the circumstances?

Thanks

== Doublepost prevention - post automatically merged: 29 Nov 2024 ==

Also I don't see why I can't get a refund on the ticket, it's only a £5 fee?

 

[AlterEgo]

There is no need to refund the ticket however and you must not do so. Have you asked LNER to arrange alternative transport, such as a bus or taxi to Nottingham?

 

[30907]

It is LNER's responsibility to get you to your destination.
BTW there is a later connection at Grantham (2218)

 

[_toommm_]

I would advise  not to refund the ticket. LNER are obliged to get you to your destination; in this case, Nottingham. Unless you claw back a lot of time, you'll miss the very last service to Nottingham. Speak to staff on arrival, I am sure they're used to this very scenario.

 

[Robbouk]

Thanks everyone. I paid an excesss to transfer to EMR in the end. I appreciate the idea of a taxi but I have visions of turning up and there being nobody around. EMR said I can probably still get compensation from LNER so hopefully that'll cover the Excess

 

[Western Sunset]

Looks like your train will get into Grantham just as the Nottingham connection pulls out. It'd be worth asking the Train Manager if they'll hold 1R88 2008 Norwich - Nottm. It departs at 2218 from Grantham but only goes to Nottm so maybe they will if East Midland are being helpful...
Do not refund your ticket. If all else fails it's LNERs duty to get you to Nottm.

 

[Robbouk]

Looks like your train will get into Grantham just as the Nottingham connection pulls out. It'd be worth asking the Train Manager if they'll hold 1R88 2008 Norwich - Nottm. It departs at 2218 from Grantham but only goes to Nottm so maybe they will if East Midland are being helpful...
Do not refund your ticket. If all else fails it's LNERs duty to get you to Nottm.

Yes I was looking on realtime trains. I didn't catch the LNER in the end as I didn't want to miss the connection.

However I didn't know there was a later one at 22:18 (however this would have also been missed after reviewing Realtimetrains). I always thought the last one was at 21.53.

== Doublepost prevention - post automatically merged: 29 Nov 2024 ==

• LNER won't have to pay any delay repay as I didn't get their train.
• LNER won't have to pay for a taxi from Grantham to Nottingham.
• EMR have got £35.50.

 

[Western Sunset]

Looks like you made a good choice, as the London train arrived 3 min after the Nottm one left.

Hope you get the excess back you paid.

Though as others noted, LNER would've had to get you to Nottm - prob by taxi. Wonder if other passengers were in the same boat as you?

 

[Watershed]

Yes I was looking on realtime trains. I didn't catch the LNER in the end as I didn't want to miss the connection.

However I didn't know there was a later one at 22:18. I always thought the last one was at 21.53.

== Doublepost prevention - post automatically merged: 29 Nov 2024 ==

Anyway everyone's happy:
LNER won't have to pay any delay repay as I didn't get their train.
EMR have got a nice £35.
And they wonder why I'm a little disappointed with it all

Personally speaking I wouldn't have paid the excess - LNER would have been obliged to arrange alternative transport to Nottingham once you'd missed the connection onto the last train at Grantham. But obviously I can appreciate you may have wanted to minimise hassle.

Arguably LNER are still on the hook for Delay Repay in addition to the excess, but with situations like this, it can often be difficult to establish what is due. So I would suggest contacting their customer relations setting out the circumstances, and asking them what they consider due.

 

[Starmill]

Arguably LNER are still on the hook for Delay Repay in addition to the excess, but with situations like this, it can often be difficult to establish what is due.

I agree if the customer arrived on time they must avoid the delay repay route.

They can choose between asking for LNER to reimburse their reasonable costs of alternative transport, or refunding the LNER ticket. The latter will be pretty easy but if course would leave the OP to take a loss. The former will I imagine require a complaint to the Rail Ombudsman at the least.

== Doublepost prevention - post automatically merged: 30 Nov 2024 ==

EMR said I can probably still get compensation from LNER so hopefully that'll cover the Excess

I think that's exceptionally optimistic of them.

What time of arrival is on your booking confirmation, and what time did you actually arrive?

 

[Robbouk]

Thanks everyone, I have E-Mailed LNER - I did try the delay repay but it showed as being scanned on EMR so it was rejected.

I still arrived over an hour late to Nottingham, even though EMR was on time I had to wait for the next service. The Delay Repay system confirmed the connection would have been missed.

I do wonder how many people were affected as I think the LNER service beforehand was also cancelled.

 

[yorkie]

If you arrived 30 or more minutes late into Nottingham and didn't do anything to cause a further delay to your journey, then LNER are wrong to reject the claim.

Again, if it was me, I'd have stuck with going via Grantham, as if the last train was missed, onward alternative transport would have to be arranged.