VirginEastCoast

[gaz_t]

we booked an advance 1st class ticket with seats ticket travelling from Edinburgh to Stansted[Virgin section to KingsX] on 8 July 16 @0730.The train left Edinburgh on time but stopped at Berwick because of power line chaos.We were told the train was cancelled and would return to Edinburgh were all restrictions were lifted and we could use VirginWestCoast to get to London but no seat guarantee.First available West Coast was at 10.50 which was overcrowded because of the east coast cancellations and we ended up in a 2nd class vestibule until London and eventually [using the other connecting sevices] arrived at Stansted almost 5 hours later than we should have.NOW my question is .. the ticket was one ticket right through to Stansted but booked through the TrainLine [not Virgin's site] .. do we claim on the delay pay part of Virgins site and can we claim the cost of the entire journey and not just the Virgin sector..Thanks in advance for any answers.

 

[Hadders]

Welcome to the forum.

You need to claim from Virgin Trains East Coast as they were the train company that caused the delay. You should get the full value refunded in Rail Travel Vouchers as your journey (which was from Edinburgh to Stansted Airport) was delayed by more than two hours.

In future don't use the Trainline to book tickets - they are never cheaper (despite their claims) and charge booking fees and credit card fees. Use a train operating company website - the costs are the same and they don't charge the fees.

 

[westv]

Don't ask for vouchers, request cash.

 

[bnm]

You should get the full value refunded in Rail Travel Vouchers

Or a monetary option (cheque or bank transfer, not sure what VTEC offer) if you'd prefer. Should you wish to claim your Delay Repay in a monetary form then do make this clear on the claim form.

 

[robbeech]

As others have said, claim against Virgin East Coast, you are full entitled to 100% of the ticket prices back. As you were on an advance single ticket(s) then you cannot claim more than the price of these, where as had you had an open return say, you'd have been able to claim the cost of the return portion too as a delay over 120 minutes will receive 100% of a return ticket.
VTEC are usually very good at dealing with this so you should have no issues, they do get a backlog from time to time and i think they will have had a lot of claims on that day and a few other pretty serious delays in the last week so you might have to be a bit patient.
I was in Edinburgh that morning but thankfully my plan was to leave later in the morning from Glasgow anyway so i was unaffected, although STD was quite busy so i'm told.