61 min delay on NT

Discussion in 'Disputes & Prosecutions' started by Merseysider, 15 May 2015.

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  1. Merseysider

    Merseysider Established Member Fares Advisor

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    I was delayed by 61 minutes on a Northern service (Man Vic - Marsden) a couple of weeks back. The return ticket cost £6.45.

    Northern sent back £2.00 in RTVs, saying this was "in line with the Passengers' Charter".

    Is this correct?

    Northern's PC states, very vaguely, that delays of 60 mins or more equate to compensation of 50% of the ticket price. Now I'm not too bothered about a quid or whatever the difference is but I'd like to know anyway for future reference.
     
  2. sheff1

    sheff1 Established Member

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    If your return ticket cost £6.45 then the 'nominal' cost of a single journey is £3.23 (wrong, I know, but all TOCs use this calculation in my experience). Hence compensation of 50% would be £1.62 which they have presumably rounded up.
     
  3. 185143

    185143 Established Member

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    Unlucky to not get a Complimentary Travel Voucher thing IMHO! You got a reply in two weeks?? They mustn't like me then! I'm still waiting for a reply from nearly 3 months ago!! (Again...)
     
  4. Merseysider

    Merseysider Established Member Fares Advisor

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    I see, I guess it's kind of them to throw in the extra 38p ;)
    Maybe they're restricting the issue of complimentary day vouchers while they have a £12.50 day ranger offer on. I think this is the quickest they've responded to me, I've had previous dealings with them where it took over a month to resolve a case.
     
  5. gray1404

    gray1404 Established Member

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    I agree with you that the wording of their passenger's charter and what they have appeared to apply is very unclear. You could always write back asking for your case to be escalated to a Manager as you do not feel they have applied their passenger's charter correctly based on the wording. They may then issue you with a complementary travel voucher.

    I sent a letter to their Customer Relations department on Monday containing a LIV-Manchester ticket for refund (as a service was cancelled and I decided not to travel.) Hopefully I will not have to wait too long to hear back - never applied for a refund before from Northern. Had hoped to get refunded at the ticket office I brought it from. Northern confirmed tihs by phone for but but LIV insisted that because I paid for it with RTV I had to send it to Customer Relations :(

    (I understand NRCoC states that refunds for cancelled services have to both me made within 28 days and the TOC has 28 days to provide the refund from date of receipt of refund request)
     
    Last edited: 15 May 2015
  6. Merseysider

    Merseysider Established Member Fares Advisor

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    If the amount involved was £10 or more then yes I would probably query them, to make sure they had applied the correct percentage. TPE were very receptive and apologetic when they incorrectly sent me £26 rather than £52 back in February, so it is always worth double checking the amount you get.

    However, it's more effort than it's worth to chase them up when the amount involved is so low.

    The novelty of getting an RTV off Northern is quite something; I'm up to Complimentary Day Voucher 6 (or is it 7?) off them so perhaps they think I've had enough already ;)
     
  7. gray1404

    gray1404 Established Member

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    I've always insisted they send me RTV's because I so seldom make Northern only journeys. Although traveling on their Preston to Carlisle service loco hulled with coaches would be fun on the new timetable!
    --- old post above --- --- new post below ---
    Got my reply from Northern this morning in the post. They sent me a £10 RTV as a refund on a ticket that cost me £8.10 and I also paid for with an RTV. I requested the refund because the service I wanted to travel on was cancelled and I decided not to travel (as rights under the NRCoC for a refund WITHOUT an admin charge in these circumstances.)

    The letter said they could not provide a refund without charging a £10 administration fee and there a RTV as enclosed as a goodwill gesture. They clarly do not understand the rules. Athough I was expecting an RTV back given I paid for the ticket with one (which was about to expire) - so, in effect I've gained £1.90 and another 12 months to spend it.
     
    Last edited: 16 May 2015
  8. strowger

    strowger Member

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    I've had £2 RTVs from Northern before too - I was (obviously) fishing for day vouchers with the complaints in question.
     
  9. bignosemac

    bignosemac Established Member

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    I had a recent 39 minute delay on Chiltern. Single ticket cost £9.00 so I was expecting £4.50 compensation. I got £9.00 in RTVs. :)
     
  10. Flamingo

    Flamingo Established Member

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    How incompetent of them. I hope you complained to your MP?
     
  11. yorkie

    yorkie Administrator Staff Member Administrator

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    Northern don't agree that it's not worth pursuing small amounts, even as low as 10p. Simon Reevell, who has represented them in Court (and accepts donations from them), says "Ten pences add up" :p

    (I wonder if he'll be doing more barrister work now that the residents of Dewsbury have given him the boot)
     
  12. Merseysider

    Merseysider Established Member Fares Advisor

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    It is interesting to note that Northern Rail have made such a donation to a Conservative MP. This surprises me as most of their served areas are predominantly Labour.
     
  13. Romilly

    Romilly Established Member

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    If you click through, it turns out not to be a donation in the sense that word's usually used, but payment of an invoice for services rendered in the form of providing legal training to Northern staff, providing legal advice and doing court work.
     
  14. Merseysider

    Merseysider Established Member Fares Advisor

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    Ah, that clears the water a bit. He must be one very busy man...
     
  15. bignosemac

    bignosemac Established Member

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    A rare example of a mistake favouring the passenger. But yes I agree, another example of TOC staff incompetence.
     
  16. Flamingo

    Flamingo Established Member

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    Let us all know how the complaint goes.
     
  17. bignosemac

    bignosemac Established Member

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    Nah, I'll let this one slide. I've already made a charitable donation based on the incompetent generosity of Chiltern. ;)
     
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