Train Leaving Early

[BeechingsSaw]

Hi all,

I've recently had a delay repay claim refused twice by Avanti after one of their train left early. By early, I mean even before the 40 sec door close rule - this train was rolling a full minute before the advertised departure (by both my phone and the station clocks). So not horribly early, but early enough for people to miss it, including me. I suspect the first rejection was by a computer that could see nothing wrong, and the second by a person who didn't dig very deep. Station posters state doors will close up to 40 secs early, not that trains will depart 60 secs early.

Before I appeal again, can anyone confirm that trains have an onboard system that records the departure time automatically in real time to the nearest second? ie Avanti could check the exact time the train moved off if they really wanted to. Thanks.

 

[yorkie]

There may be a record of the train occupying a specific signal berth, from which you could get a good idea, but there is almost certainly no definitive record of exactly when the wheels started turning.

When you appeal, ask if you are in "deadlock", as if you are, the matter can be referred to the Rail Ombudsman.

Unfortunately, train companies such as Avanti are notorious for attempting to deny legitimate compensation claims and/or to refuse to acknowledge valid complaints. However asking if you are in deadlock and stating you will escalate it to the Ombudsman might see you get a result.

 

[BeechingsSaw]

There may be a record of the train occupying a specific signal berth, from which you could get a good idea, but there is almost certainly no definitive record of exactly when the wheels started turning.

When you appeal, ask if you are in "deadlock", as if you are, the matter can be referred to the Rail Ombudsman.

Unfortunately, train companies such as Avanti are notorious for attempting to deny legitimate compensation claims and/or to refuse to acknowledge valid complaints. However asking if you are in deadlock and stating you will escalate it to the Ombudsman might see you get a result.

Thanks yorkie. Perhaps just wishful thinking on my part.

 

[Haywain]

Before I appeal again, can anyone confirm that trains have an onboard system that records the departure time automatically in real time to the nearest second?

Trains have lots of onboard systems that might offer an insight, but they might also be inaccurate and are not the data sources used for matters like delay repay.

 

[BeechingsSaw]

Trains have lots of onboard systems that might offer an insight, but they might also be inaccurate and are not the data sources used for matters like delay repay.

Thanks Haywain - do you know which data sources are used for delay repay? Is it when the train next passes a signal.

 

[Bletchleyite]

Go to customer services. In my experience their Delay Repay staff don't read the reason given when you appeal.

 

[BeechingsSaw]

Go to customer services. In my experience their Delay Repay staff don't read the reason given when you appeal.

Sounds sense. It's just irritating - the first time in over 10 years they've dispatched my train early, and the first claim I've ever made for that reason. I'd hope they might take my word for it...

 

[Starmill]

Some trains report GPS data via Darwin. In such cases it is accessible for the purposes of delay repay checking. However, even this is very unlikely to be precise enough to help you, and I don't think Avanti have it anyway.

== Doublepost prevention - post automatically merged: 22 Dec 2024 ==

Go to customer services. In my experience their Delay Repay staff don't read the reason given when you appeal.

Indeed. Sometimes it's like there's not even a human in the loop, even when you would think there were.

 

[Watershed]

Just to double check, was the station in question Euston? At this station the platform barriers close 2 minutes before Avanti departures (and are advertised as such). I thoroughly disagree with this policy but it has been the case for quite a while.

 

[BeechingsSaw]

Just to double check, was the station in question Euston? At this station the platform barriers close 2 minutes before Avanti departures (and are advertised as such). I thoroughly disagree with this policy but it has been the case for quite a while.

No, not Euston thanks. Just the usual 40 secs.

 

[gray1404]

No, not Euston thanks. Just the usual 40 secs.

Which station was it and which service on which day please? This will enable us to check and we might be able to advise further and provide some evidence you can use in your complaint.