Esker-pades
Established Member
Possibly hypothetical scenario:
You are travelling from point A to Z via M. Your train from A to M is cancelled. Because you have to get to point Z by a certain time, you decide to travel on an earlier train from A to M so you can get your desired train from M to Z. Clearly, this has caused inconvenience for you as you have had to leave wherever (for arguments' sake) 1 hour earlier due to no fault of your own. If you had turned up for your booked train, you would have been very late, so would have been entitled to compensation under delay repay.
Morally, I would argue that compensation is due. The customer should not have to be pro-active in such a situation. Furthermore, the customer has lost an additional 1 hour of their day to travel.
However, I'm not sure if the current compensation/refund framework allows this. It doesn't fall under NRCoT 30.1 because the ticket was used for travel. It doesn't fall under delay repay because you technically weren't delayed (you arrived at your destination on time).
Discuss.
You are travelling from point A to Z via M. Your train from A to M is cancelled. Because you have to get to point Z by a certain time, you decide to travel on an earlier train from A to M so you can get your desired train from M to Z. Clearly, this has caused inconvenience for you as you have had to leave wherever (for arguments' sake) 1 hour earlier due to no fault of your own. If you had turned up for your booked train, you would have been very late, so would have been entitled to compensation under delay repay.
Morally, I would argue that compensation is due. The customer should not have to be pro-active in such a situation. Furthermore, the customer has lost an additional 1 hour of their day to travel.
However, I'm not sure if the current compensation/refund framework allows this. It doesn't fall under NRCoT 30.1 because the ticket was used for travel. It doesn't fall under delay repay because you technically weren't delayed (you arrived at your destination on time).
Discuss.