Hello all,
Bit of a tricky case where I’m not sure how to properly claim compensation…
I booked to travel from Cardiff Central to Heathrow Terminal 5 with GWR online (for which they gave me a ticket to HXX), Super Off-Peak Return (not via London Terminals) w/ 16-25 Railcard @ £65.50, with an outbound itinerary emailed to me after purchase as follows:
1st Dec 2022
0507 CDF - 0648 RDG (GWR) — with a £14 Seatfrog upgrade
0656 RDG - 0734 HAY (Elizabeth line)
0739 HAY - 0747 HXX (Elizabeth line) — this didn’t seem to take the travel to T5 into account however
Unfortunately, the 0507 GWR service was delayed into Reading, arriving at 0652, leaving less than 4 minutes for the connection; impossible with luggage, so I missed the Elizabeth line connection.
Station staff advised me to take the next EL service at 0713, which I did, but here’s where it goes quite awry…
Whilst on the EL train, I became aware at the last minute that the onward connecting service I’d need to take (originating at Abbey Wood, 0754 HAY - 0810 Heathrow T5) would stop short at Paddington due to a points failure.
As I had a flight to catch from Heathrow T5 at 0940 (for which BA advised arriving 2 hours early) and going onwards to Hayes and Harlington would mean a longer taxi if needed, I alighted at Iver and sought the advice of the Elizabeth line station staff, who instructed me to take an Uber to Heathrow (which cost me nearly £24 !)
(Edit, since it’s possibly relevant; The taxi finally got me into Heathrow at 08:22, so I was delayed roughly 30 minutes in the end on top of everything else… should I be entitled to Delay Repay on top of the taxi costs, since the station staff told me to take it?)
I’m not sure from whom I need to claim what here, since it seems like there are two different TOCs involved causing the delays, combined with Seatfrog and being told to get a taxi by the MTR staff.
I’d appreciate if some kind folks could please advise what to do from here as it’s an almighty mess! (I’ve also now gotten an email saying my return leg between Reading and Cardiff has been cancelled, but that’s another matter…)
Many thanks in advance if anyone is able to help unpick this
Bit of a tricky case where I’m not sure how to properly claim compensation…
I booked to travel from Cardiff Central to Heathrow Terminal 5 with GWR online (for which they gave me a ticket to HXX), Super Off-Peak Return (not via London Terminals) w/ 16-25 Railcard @ £65.50, with an outbound itinerary emailed to me after purchase as follows:
1st Dec 2022
0507 CDF - 0648 RDG (GWR) — with a £14 Seatfrog upgrade
0656 RDG - 0734 HAY (Elizabeth line)
0739 HAY - 0747 HXX (Elizabeth line) — this didn’t seem to take the travel to T5 into account however
Unfortunately, the 0507 GWR service was delayed into Reading, arriving at 0652, leaving less than 4 minutes for the connection; impossible with luggage, so I missed the Elizabeth line connection.
Station staff advised me to take the next EL service at 0713, which I did, but here’s where it goes quite awry…
Whilst on the EL train, I became aware at the last minute that the onward connecting service I’d need to take (originating at Abbey Wood, 0754 HAY - 0810 Heathrow T5) would stop short at Paddington due to a points failure.
As I had a flight to catch from Heathrow T5 at 0940 (for which BA advised arriving 2 hours early) and going onwards to Hayes and Harlington would mean a longer taxi if needed, I alighted at Iver and sought the advice of the Elizabeth line station staff, who instructed me to take an Uber to Heathrow (which cost me nearly £24 !)
(Edit, since it’s possibly relevant; The taxi finally got me into Heathrow at 08:22, so I was delayed roughly 30 minutes in the end on top of everything else… should I be entitled to Delay Repay on top of the taxi costs, since the station staff told me to take it?)
I’m not sure from whom I need to claim what here, since it seems like there are two different TOCs involved causing the delays, combined with Seatfrog and being told to get a taxi by the MTR staff.
I’d appreciate if some kind folks could please advise what to do from here as it’s an almighty mess! (I’ve also now gotten an email saying my return leg between Reading and Cardiff has been cancelled, but that’s another matter…)
Many thanks in advance if anyone is able to help unpick this
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