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Delay compansation on rover tickets

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railboy

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I bought a freedom of the north east 4 in 8 day rover ticket bought on 24th August. I used the 1906 service from Leeds to Edinburgh which suffered a 1 hour delay. I used the same train an hour earlier the next day and again an hour delay. So I'm just wondering once I've used up the rover ticket what the delays compansation arrangements are and would I claim that from crosscountry? Thanks in advance
 
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island

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You claim from the TOC which delayed you, and the compensation is calculated based on a formula of how many journeys they think an average rover user makes.
 
RJ

RJ

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It varies from TOC to TOC, then further depends on what mood they are in.

I've done two ALRs this year. I claimed from the same TOC twice. The first time, they assumed that like a season ticket, one does 10 journeys per week. The ticket was £680, so 30 minute delays were worth £34, 60 minutes was £68 and 120+ minutes was £136.

The second time they said that although the delay was caused by the railway industry and they could see I had been compensated for a delay a few months earlier using another ALR, that this time around they were not willing to provide any compensation because I was not entitled to any when using a Rover ticket.

A few TOCs follow the calculations given above, or a very similar one which assumes 10.5 journeys per week, i.e one weekend trip every 4 weeks.

Some went by the FDS/FOS price.

Some as the appropriate percentage of the FDR/FOR.

Some saw the journey I was claiming for, equated the day's Rover value to the weekly season ticket between those two stations, thereafter using their standard procedure to calculate the compensation amount.

It's pot luck, you are not entitled to anything if using a Rover but best to apply and see what happens. I sent my ALR off to one TOC, requesting to have it returned. It came back with most of the orange strips turned to white. No idea how they managed that, but the texture was the same and the text hadn't faded.
 
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bb21

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I have never been refused compensation on a Rover ticket or a Travelcard. EMT and XC always take ages. FCC and Southern are usually fairly quick. My last claim with EC took 3 days, by far the quickest I have ever experienced.

If my experience of XC and the 52p voucher was anything to go by, don't raise your hopes too high. (Although to be fair, after I wrote back they did apologise for an apparent "error" and recalculated the amount.)
 
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furryfeet

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RJ said:
that this time around they were not willing to provide any compensation because I was not entitled to any when using a Rover ticket.
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Where is the legal basis for this ?
Surely the TOC concerned is making the rules up as it goes along !

In the other thread referred to about Rover Delay Repay there is always a consensus that you should get something.
Have you written to Passenger Focus / Rail Regulator to see what their response is ?
 
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rail-britain

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RJ said:
I've done two ALRs this year. I claimed from the same TOC twice. The first time, they assumed that like a season ticket, one does 10 journeys per week. The ticket was £680, so 30 minute delays were worth £34, 60 minutes was £68 and 120+ minutes was £136.

The second time they said that although the delay was caused by the railway industry and they could see I had been compensated for a delay a few months earlier using another ALR, that this time around they were not willing to provide any compensation because I was not entitled to any when using a Rover ticket.
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This TOC has made an error on this second claim, and their calculation is incorrect on the first one
I have already established the compensation is based on 50% of a return fare (as appropriate), or 100% of a single fare if is cheaper
So if the delay is rated at 50%, you then receive 25% of the return fare

When submitting a claim also request full details of how the compensation was calculated, or as a followup question

As for the TOC advising you had already claimed on a previous journey and they could not award you on this second one is ridiculous
The journeys are not connected and have nothing to do with each other
 
bb21

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rail-britain said:
This TOC has made an error on this second claim, and their calculation is incorrect on the first one
I have already established the compensation is based on 50% of a return fare (as appropriate), or 100% of a single fare if is cheaper
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Is there anywhere this requirement is documented for passengers to refer back to if needed?
 
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bb21 said:
If my experience of XC and the 52p voucher was anything to go by
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Is there any other operator that doesn't round up to the next full pound when paying compensation? I thought rounding up was commonplace.
 
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hluraven

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On a similar theme, I am using the Highland Rover next week, with a very tight itinerary. If a train is delayed causing me to miss my onward connection, does the TOC have to provide alternative travel, or as I am on a rover with no provable "final destination" does this not apply?
 
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pemma

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hluraven said:
On a similar theme, I am using the Highland Rover next week, with a very tight itinerary. If a train is delayed causing me to miss my onward connection, does the TOC have to provide alternative travel, or as I am on a rover with no provable "final destination" does this not apply?
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NRCoC said:
43. Help from Train Companies if you are stranded
If disruption caused by circumstances within the control of a Train Company or a Rail Service Company leaves you stranded before you have reached your destination and the Train Company whose trains you are entitled to use is unable to get you to that destination by other means, any Train Company which is in a position to help will, if it reasonably can, either arrange to get you to that destination, or provide overnight accommodation for you.
44. Circumstances that are within a Train Company’s control
For the purposes of Conditions 42 and 43, circumstances that are within a Train Company’s control include the negligent or wilful acts or omission of its, or a Rail Service Company’s, staff or agents.
45. Circumstances that are not within a Train Company’s control
For the purposes of Conditions 42 and 43, circumstances that are not within a Train Company’s control include:
(a) acts or threats of vandalism or terrorism;
(b) suicides or accidents involving trespassers;
(c) gas leaks or fires in lineside buildings not caused by a Train Company or a Rail Service Company or any of their employees or agents;
(d) line closures at the request of the police or emergency services;
(e) exceptionally severe weather conditions;
(f) industrial action by a Train Company’s, or Rail Service Company’s, staff or agents or by any other person;
(g) riots or civil commotion; and
(h) fire, mechanical or electrical failure or a defect (except where this is caused by a Train Company or Rail Service Company or their employees or agents, or as a result of the condition of a Train Company’s trains).
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I can't see any exclusion for rover tickets.
 
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hluraven

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jcollins said:
I can't see any exclusion for rover tickets.
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Thank you, but how do I show what my "destination" is? If it was an ALR for example, could I say my destination is the opposite end of the country and be expected to be accomodated?

My point was more that without a destination printed on the ticket, how can the TOC realistically know if I have already reached my destination and am trying to scam a free hotel, or if I genuinely missed the last ferry etc.

I will be taking a printed itinerary, but that is purely the trains/ferries/coaches I intend to take, I would be surprised if it had any validity for this. Hopefully it won't be a problem, but the recent landslips have had me wondering what I would do if I got stuck the wrong side of one!
 
causton

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hluraven said:
Thank you, but how do I show what my "destination" is? If it was an ALR for example, could I say my destination is the opposite end of the country and be expected to be accomodated?

My point was more that without a destination printed on the ticket, how can the TOC realistically know if I have already reached my destination and am trying to scam a free hotel, or if I genuinely missed the last ferry etc.

I will be taking a printed itinerary, but that is purely the trains/ferries/coaches I intend to take, I would be surprised if it had any validity for this. Hopefully it won't be a problem, but the recent landslips have had me wondering what I would do if I got stuck the wrong side of one!
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The likelihood of being in the 'right' place at the 'right' time to get a free hotel stay would be very very small - therefore I believe the TOC would just accept the passenger's story... after all, if the ticket is valid to go there why wouldn't they? :)
 
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causton said:
The likelihood of being in the 'right' place at the 'right' time to get a free hotel stay would be very very small - therefore I believe the TOC would just accept the passenger's story... after all, if the ticket is valid to go there why wouldn't they? :)
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Of course you don't get the choice of a taxi or a night in a hotel, it's up to the TOC to decide which they provide.
 
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philjo

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jcollins said:
Is there any other operator that doesn't round up to the next full pound when paying compensation? I thought rounding up was commonplace.
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I now get vouchers for odd amounts from FCC. The latest one was for £1.83 - for a 35 minute delay (claimed on an annual season ticket). when FCC introduced Delay repay I used to get at least £4 for the same delay time using an annual season between the same 2 stations. They have changed the way they calculate the daily rate & no longer round it up.
 
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Brucey

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jcollins said:
Is there any other operator that doesn't round up to the next full pound when paying compensation? I thought rounding up was commonplace.
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Southern don't round up. In fact, on their paper vouchers, they almost always deduct 5p. So 100% of £3.25 is £3.20, or 50% of £12.50 is £6.20.
 
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Brucey

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benk1342 said:
I'd love to hear their explanation for that one.
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I questioned this on Twitter (only jokingly) back in December. Later that day, I received a phone call from someone in their Bristol customer services. The line was very poor and they called at a bad time, so I basically tried to get rid of them. The people in the room with me at the time couldn't stop laughing when they worked out what the call was about :lol:.

What I did get from the call was that it was a temporary issue with the system of issuing paper vouchers, but e-vouchers would be issued correctly.

I've always gone for e-vouchers after this.

Unfortunately, a member of my family chose a paper voucher recently which was 5p short. So it obviously hasn't been fixed.

Only 5p so it isn't worth complaining over, but trivially annoying nonetheless.
 
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island

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jcollins said:
Is there any other operator that doesn't round up to the next full pound when paying compensation? I thought rounding up was commonplace.
Click to expand...

I think rounding up to £1 is the exception. I have had compensation claims from Southeastern and East Coast paid to the nearest 5p. I also had a compensation claim from LM where they said they rounded a £2.10 claim up to £3, but the voucher got lost in the post and I couldn't be bothered to chase it.
 
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