Train broke down

[bella]

My daughter was travelling on a local suburban service on Glasgow North electrics on a single ticket. The train in front broke down. At the station before the breakdown she was put off with everybody else with no comment about how to finish her paid-for journey.

Seems to me this is worse than being an hour late because the rail contract journey was not fulfilled. Under Delay Repay she was given only a partial refund. Thoughts please?

 

[ForTheLoveOf]

My daughter was travelling on a local suburban service on Glasgow North electrics on a single ticket. The train in front broke down. At the station before the breakdown she was put off with everybody else with no comment about how to finish her paid-for journey.

Seems to me this is worse than being an hour late because the rail contract journey was not fulfilled. Under Delay Repay she was given only a partial refund. Thoughts please?

It's unclear what compensation is payable if a journey is abandoned. However, the ticket can be returned to the retailer for a fee-free refund, regardless of ticket type. This is one of the times where claiming compensation is not so good an idea!

 

[Haywain]

The principle of refunding the ticket price for an abandoned journey is on the basis that the ticket holder returns to the origin point, rather than completing a significant* part of the journey as happened in this case.


*We don't know how significant.

 

[Highlandspring]

Where was she travelling from and to? Where did the train she was on terminate? For example being put off a train at Anderston when your intended destination is Exhibition Centre would be rather different from getting off at Dalmuir when you’re wanting to go to Drumgelloch...

 

[Esker-pades]

It would be useful to see the original correspondence between you and ScotRail (assuming that it was ScotRail) so we know what details they know.

 

[Highlandspring]

Also how did she eventually get to her destination?

 

[bella]

Also how did she eventually get to her destination?

Her husband had to come in his car to pick her up. I understand the arguments as to distance - not a real problem - but being chucked off with no onward transport being provided seems to me to be more deserving of full reimbursement because they never got what they paid for than someone who arrives at their station over an hour late. Just trying to establish Scotrail's principles but no big deal. Thanks for the input.

 

[Highlandspring]

I’m sorry your daughter had a bad experience. In terms of options for onward travel, either replacement road transport or bus ticket acceptance would almost certainly have been put in place. In the absence of announcements (which really should have been made) then your daughter would have been able to speak live with an advisor at the ScotRail customer service centre at Paisley by using the help point on the station platform. They would have explained exactly what the options were and whenever there’s disruption passengers are encouraged to use the help point by the wording of announcements, informations screens, the ScotRail app and twitter/facebook.

 

[bella]

From her conversation with me, nothing was said other than the train was terminating and passengers had to get off. Don't think she was aware there even was any help point.

I’m sorry your daughter had a bad experience. In terms of options for onward travel, either replacement road transport or bus ticket acceptance would almost certainly have been put in place. In the absence of announcements (which really should have been made) then your daughter would have been able to speak live with an advisor at the ScotRail customer service centre at Paisley by using the help point on the station platform. They would have explained exactly what the options were and whenever there’s disruption passengers are encouraged to use the help point by the wording of announcements, informations screens, the ScotRail app and twitter/facebook.

Her husband had to come in his car to pick her up. I understand the arguments as to distance - not a real problem - but being chucked off with no onward transport being provided seems to me to be more deserving of full reimbursement because they never got what they paid for than someone who arrives at their station over an hour late. Just trying to establish Scotrail's principles but no big deal. Thanks for the input.[/QUOTE]

 

[Bensonby]

How long was it until the next service? I’m guessing that maybe if she had waited for the next train she would have only been entitled to 50% delay repay due to how late she would have been? Perhaps that is Scot Rail’s logic?

 

[bella]

How long was it until the next service? I’m guessing that maybe if she had waited for the next train she would have only been entitled to 50% delay repay due to how late she would have been? Perhaps that is Scot Rail’s logic?

The line was blocked by the train in front and by her own train in station so little point in waiting for another.