This may sound trivial, but I do not regard it as such and I hope you are able to help.
Recently I traveled from Stansted Airport to London Liverpool Street, or tried to. I had not flown in to Stansted for info. I went to the station there and purchased a full price single (19.90 I think) and boarded the first train which had just arrived in the platform. I sat on the service waiting for it to depart at it departure time 9.15pm. These were no indications of any delays on any of the screens at the station. About 5 mins after the departure time the driver came on the announcement system and said that due to a trespass on the line all the lines to London were closed in the Harlow area. He advised everyone to take the cross country service on platform 2 to Cambridge and change there. Duly every one lines up at the cross country service and waited for the train crew to open the doors which did not happen. After waiting for about 10 mins for this train by which time it departure time of 925pm was over due, Greater Anglia staff came to platform 2 and advised customers that cthe cross country staff on the train would not accept Greater Anglia tickets. They advised everyone to board the 10.20 service to Norwich on Platform 3. As you can imagine there were.a lot of people displaced from the London Stansted Aiport express service. After every one moved to platform 3 the cross country service departed. Eventually the 10.20 departed and arrived at Cambridge where we were able to take a Thameslink service to London Kings Cross as advised. I arrived at London Kings cross as almost exactly 00.00. As a result I had an additional bus fare of 1.55 on a TFL bus. No LU ticket acceptance was announced.
Greater Anglia have repaid the cost of the ticket. They are refusing to pay the 1.55 bus fare.
Given I was not delivered to the destination on the ticket can people please advise where I stand. I have limited funds so every penny counts. If you think this is trivial the I do not agree and perhaps you should skip to the next post. It is both a loss to me and a point of principle.
Greater Anglia said:
+++++++++++++++++++++++++
Dear (my name),
Thank you for your response to my email.
I understand you are looking to request further compensation. However, under the National Rail Conditions of Travel, we are only required to issue a refund up to the total cost of your ticket. Therefore, I will be unable to issue a refund for any further compensation.
I apologise for any inconvenience this may cause.
Yours Sincerely,
(advisers name)
Customer Experience Advisor
Greater Anglia
++++++++++++++++++++++++
Are you able to advise?
Recently I traveled from Stansted Airport to London Liverpool Street, or tried to. I had not flown in to Stansted for info. I went to the station there and purchased a full price single (19.90 I think) and boarded the first train which had just arrived in the platform. I sat on the service waiting for it to depart at it departure time 9.15pm. These were no indications of any delays on any of the screens at the station. About 5 mins after the departure time the driver came on the announcement system and said that due to a trespass on the line all the lines to London were closed in the Harlow area. He advised everyone to take the cross country service on platform 2 to Cambridge and change there. Duly every one lines up at the cross country service and waited for the train crew to open the doors which did not happen. After waiting for about 10 mins for this train by which time it departure time of 925pm was over due, Greater Anglia staff came to platform 2 and advised customers that cthe cross country staff on the train would not accept Greater Anglia tickets. They advised everyone to board the 10.20 service to Norwich on Platform 3. As you can imagine there were.a lot of people displaced from the London Stansted Aiport express service. After every one moved to platform 3 the cross country service departed. Eventually the 10.20 departed and arrived at Cambridge where we were able to take a Thameslink service to London Kings Cross as advised. I arrived at London Kings cross as almost exactly 00.00. As a result I had an additional bus fare of 1.55 on a TFL bus. No LU ticket acceptance was announced.
Greater Anglia have repaid the cost of the ticket. They are refusing to pay the 1.55 bus fare.
Given I was not delivered to the destination on the ticket can people please advise where I stand. I have limited funds so every penny counts. If you think this is trivial the I do not agree and perhaps you should skip to the next post. It is both a loss to me and a point of principle.
Greater Anglia said:
+++++++++++++++++++++++++
Dear (my name),
Thank you for your response to my email.
I understand you are looking to request further compensation. However, under the National Rail Conditions of Travel, we are only required to issue a refund up to the total cost of your ticket. Therefore, I will be unable to issue a refund for any further compensation.
I apologise for any inconvenience this may cause.
Yours Sincerely,
(advisers name)
Customer Experience Advisor
Greater Anglia
++++++++++++++++++++++++
Are you able to advise?