Compensation for abandoned journey on day 4 of All Line Rover

Discussion in 'Fares Advice & Policy' started by Seaeagle, 14 Apr 2019.

  1. Seaeagle

    Seaeagle Member

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    Hi folks,
    I was wondering if someone could advise me where I stand with this:
    I am currently 4 days into a 7 day all line rover, and this morning, (Sunday 14th April) I was intending to visit the Keighly & Worth Valley Railway and I had a seat reserved on the 09:00 KGX - LDS. However the ECML fell apart this morning, in fact the first train to leave KGX was at 09:53 which was fast to York, and as you can guess it was rather full after several trains had been cancelled. In the end I had to give up with my day ruined and having lost a day on my rover. I'm not trying to get a full day back on my rover, just wondering if I should be able to get something back as I would have been at least two hours late getting to Leeds, if not more? (As a note, the first Leeds train left KGX at 11:59).
     
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  3. tsr

    tsr Established Member

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    The All Line Rovers are a reasonably niche product (excluding the knowledge of these forums, at least), so I doubt Delay Repay has been written with them in mind. The same questions, to a lesser degree, probably apply to compensation for more localised Rover and Ranger tickets, which nonetheless may still have a reasonable value. (They may just give you back the fare of some of the Evening Rangers but anything more expensive is likely to warrant a calculation of some sort.)

    I think it's worth submitting a Delay Repay form if there is a facility to add an explanatory note (I think most, if not all, TOC websites have this function on the form). Otherwise, it probably boils down to giving Customer Services a ring or sending an email, which naturally will have mixed results in the real world beyond this sentence!
     
  4. Hadders

    Hadders Established Member

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    You are entitled to delay repay although it’s sometimes a bit random in how they calculate it for Rover tickets.
     
  5. 221129

    221129 Established Member

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    I don't think you're entitled to delay repay if you weren't actually delayed...
     
  6. richw

    richw Established Member

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    Although if your service is cancelled, and you abandon your journey as a result you are, which seems what happened here. Not delay repay, but adandoned journey refund would be applicable. How they calculate I can’t answer
     
  7. 221129

    221129 Established Member

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    Unless it hadn't previously been used I don't think a refund would be applicable either.
    It sounds like a job for customer services tbh.
     
  8. Seaeagle

    Seaeagle Member

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    The advice they were giving out at KGX this morning was that if your journey is not essential, don't travel. So as far as I see it, my journey would not be deemed essential, (going for a trip on a steam train on the KWVR), so as I'm following LNER instructions, I should be entitled to some kind of refund?
    The rover has already been used for 3 days.
     
  9. yorkie

    yorkie Administrator Staff Member Administrator

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    Did you not travel at all that day?

    I would normally have said to head to St Pancras, but there was engineering work on that line, so not the best day for getting to Leeds.

    Technically you aren't entitled to Delay Repay as you chose not to make the journey, but you should get something back for the inconvenience.

    I'd have thought a visit to an alternative railway might have been on the cards. I think they will be reluctant to issue compensation of the full value of a day ALR. A reasonabe compromise would be to issue an appropriate sum to the value of the Delay Repay you would have been entitled to, had you made the journey.

    A refund is problematical as this would be obtained from the retailer, and any value you got from the ticket (e.g. three days travel at the cheapest price that would have been possible for daily tickets; this would be difficult to calculate as no daily Rover/Ranger price exists) would need to be deducted from it. It would also not be appropriate if you wished to continue using it.

    My advice to someone in this situation would be to either:
    • make the most value out of the ticket by doing something else; or
    • make the journey and claim Delay Repay.
     
    Last edited: 14 Apr 2019
  10. Hadders

    Hadders Established Member

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    Apologies I misread, didn't realise the journey was abandoned. In that case then Customer Relations should really make a payment equal to what the delay repay would've been.
     
  11. Peter Mugridge

    Peter Mugridge Established Member

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    In the past when I was unable to do any travel on one day of an All Line Rover I was able to have it endorsed for an additional day's validity - probably a bit too late to ask for that now, I fear, as anyone you ask tomorrow won't know that you didn't use it elsewhere, but it's worth bearing in mind for the future.
     
  12. cambsy

    cambsy On Moderation

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    I did a 1st class 7 day ALR a couple of years back, in which during the week i racked up 8 hours of delays, mostly the Caledonian sleepers and one late Virgin Trains East Coast, all together I got back about 560 of the approx 750 cost of the ticket, I got in contact with both customer services, and with a bit of work got the above refund, the Caledonian sleepers had the best refund policy of the lot.
     

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