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Advance ticket, train cancelled

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w blocker

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On 21st May I bought an advance ticket, on a mobile ticket via the Virgin Trains app, for Saturday 13th July for the 0856 Cardiff Central to Paddington. This train has now been cancelled due to engineering works.
Will my ticket now be allowed on the 0829 which is the next train?
 
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maxbarnish

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The 08.29 is the preceding train compared to 08.56. Given there is plenty of time until you travel, I would suggest you contact the operating TOC - it looks like GWR - to ask what they'd like you to do. It will be accepted on an alternative for sure.
 

ForTheLoveOf

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On 21st May I bought an advance ticket, on a mobile ticket via the Virgin Trains app, for Saturday 13th July for the 0856 Cardiff Central to Paddington. This train has now been cancelled due to engineering works.
Will my ticket now be allowed on the 0829 which is the next train?
The only strict, general entitlement is to take the next available train - which would be the 09:22. Unless this arrives early, you will be delayed by half an hour and will therefore be able to claim back 50% of the cost of your ticket in delay compensation.

GWR may let you travel on an earlier train if that is what you prefer, but you would not have the same guaranteed entitlement to compensation under the Delay Repay scheme.
 

ForTheLoveOf

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Sorry. It was the 0756 originally.
In that case the 08:26 is the obvious choice. The 08:26 takes nearly 15 minutes longer to make the journey, too, so it will certainly be 30 minutes late and possibly even the magic 60 minutes, which would mean getting 100% of your fare back.
 

maxbarnish

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Although sometimes planned engineering works can be a reason TOCs use to only give Delay compensation based on the revised timetable - that and strikes - sometimes even for those who have booked advance tickets before the change was announced. This is controversial but has happened to me. Not sure what GWR's take on that will be.
 

w blocker

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Ok. Thanks for the advice. I'll get in touch with GWR and see what they say.
 

ForTheLoveOf

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Although sometimes planned engineering works can be a reason TOCs use to only give Delay compensation based on the revised timetable - that and strikes - sometimes even for those who have booked advance tickets before the change was announced. This is controversial but has happened to me. Not sure what GWR's take on that will be.
They are, of course, entirely wrong to purport that they can unilaterally change a contract without compensation or even the courtesy of giving you notice of anticipatory breach.
 

gray1404

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The other option you have is a fee free refund of your ticket. You can then book an alternative ticket on a service of your choosing. However, the price may be more now that it is closer to travel, so you may not wish to do that.
 

yorkie

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You can either get a full refund, or you can take the next available train (and claim Delay Repay if appropriate).

You should be able to take an earlier train, but you wouldn't be entitled to compensation if this meant you didn't arrive a qualifying period of time after the originally booked arrival time.
Although sometimes planned engineering works can be a reason TOCs use to only give Delay compensation based on the revised timetable - that and strikes - sometimes even for those who have booked advance tickets before the change was announced. This is controversial but has happened to me. Not sure what GWR's take on that will be.
Delay Repay is based on the contracted arrival time, but you are right that some train companies have been caught refusing to pay out. Keep chasing them and threaten to go to the Ombudsman. Post a new thread for your case if you need any help.
 

w blocker

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Reply from GWR. Screenshot_20190707-201717_Yahoo Mail.jpg
I am pleased to confirm that you will be able to get on the next available service using your Advance Purchase ticket.

As this will cause a delay to your intended journey, we'll be happy to investigate your journey for you, to see if you will be due any compensation.
 
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yorkie

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I added a text quote to ensure the post is accessible to all, including anyone who is unable to view images (eg. blind people).

Anyway, I am glad to hear GWR are acting lawfully and have agreed that this would constitute a delay and that they will agree to pay Delay Repay where appropriate.
 

EastCoastway

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Most TOC's will allow you a refund on an Advance ticket if the service is subsequently cancelled because the tickets should only go on sale once the timetable is finalised.
 

yorkie

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Most TOC's will allow you a refund on an Advance ticket if the service is subsequently cancelled because the tickets should only go on sale once the timetable is finalised.
They are legally required to issue a refund on an Advance ticket, if the train is cancelled and the customer chooses not to travel.
 

EastCoastway

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They are legally required to issue a refund on an Advance ticket, if the train is cancelled and the customer chooses not to travel.
I said most because we know some people in this world aren't reasonable. Perhaps I should have said "you are entitled to a refund if"...
 

robbeech

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As someone who is seen to be a little anti TOC at times (though always in my opinion justifiably so) I would like to add that this is excellent behaviour by GWR and absolutely the right thing to do. Most TOCs are happy to follow this correct (both legally and morally) procedure with only the usual suspects trying to wiggle out of it. It’s not controversial it’s the rules.
 

800002

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Most TOC's will allow you a refund on an Advance ticket if the service is subsequently cancelled because the tickets should only go on sale once the timetable is finalised.
The timetables can be (and are) changed at very short notice - late notice / emergency possessions for example. This occurs well after the timetable finalisation (supposedly) at 12 weeks out.

Especially in a region of high intensity engineering work (a.k.a. The great Western electrification programme).
 

Cardiff4

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A colleague and I also had advance single Cardiff to Paddington tickets for the 0756 service on Saturday 13th. Given that the service was cancelled we travelled instead on the 0826 service. There was no problem using the tickets and no comment was made when they were inspected after leaving Cardiff. A claim for a partial refund on Delay Repay was initially rejected but further conversations with GWR led to rail travel vouchers for the full value of the tickets (2 x £12.50) being issued.
 
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