jennyalbania
New Member
On 28 February (last Friday) I took my usual return journey London Paddington/Swansea for a regular appointment. Train left Paddington on time at 9.48 (my usual route). Arrived at Cardiff Central to be told that the line through to Swansea was blocked by flooding and the train would go through the Vale of Glamorgan - estimated delay about 35 minutes so for me no problem.
However, just beyond Barry the train stopped again and we were told that this line was also blocked by flooding and the train would be returning to Cardiff Central. On arrival at Cardiff, we were also told that there were major flooding problems on the roads and there may not be any buses which could get through. So appointment missed in any case. I returned to London.
I asked for compensation on Delay/Repay from GWR via their website. They have just emailed me to say that "we have confirmed that the delay you experienced was between 30-59 minutes" and offered compensation of £19.80 out of a total of £78 for the whole return journey, which was of course never completed!
They also said that "your claim has been checked using a set process.....using historic train running information". I assume that means they have used an average delay for that route and not taken into account the exceptional circumstances of 28 February. I have tried to appeal this via the website, as advised - the website is not accepting my appeal information.
I am off to Swansea again (as usual!) on Friday, and intend to take evidence with me to speak to GWR staff at the station.
Is there anything else I can do to ensure that I get the full compensation for a wasted journey?
Thanks for any help!
However, just beyond Barry the train stopped again and we were told that this line was also blocked by flooding and the train would be returning to Cardiff Central. On arrival at Cardiff, we were also told that there were major flooding problems on the roads and there may not be any buses which could get through. So appointment missed in any case. I returned to London.
I asked for compensation on Delay/Repay from GWR via their website. They have just emailed me to say that "we have confirmed that the delay you experienced was between 30-59 minutes" and offered compensation of £19.80 out of a total of £78 for the whole return journey, which was of course never completed!
They also said that "your claim has been checked using a set process.....using historic train running information". I assume that means they have used an average delay for that route and not taken into account the exceptional circumstances of 28 February. I have tried to appeal this via the website, as advised - the website is not accepting my appeal information.
I am off to Swansea again (as usual!) on Friday, and intend to take evidence with me to speak to GWR staff at the station.
Is there anything else I can do to ensure that I get the full compensation for a wasted journey?
Thanks for any help!
