Lack of booked assistance

[revkev7]

After several weeks we have received an apology from NR for the failure to provide booked passenger assistance at a London rail terminal. No redress is offered. Is this the usual response and limit of what can be expected by way of apology from National Rail?

 

[Towers]

Respectfully, did you encounter any form of delay to your journey as a result of this?

 

[revkev7]

Respectfully, did you encounter any form of delay to your journey as a result of this?

No we struggled and managed to get on the train in time.

 

[rg177]

Who did you travel with and who did you book the assistance with? A failed assist where I worked usually resulted in a refund.

Edit - not a refund - but compensation to the value of the fare paid for the journey.

 

[revkev7]

The booking was through the Passenger Assistance App well in advance of the travel. The actual journey was with EMR.

 

[rg177]

It'll be worth contacting EMR - as EMR staff (or whoever has the contract for their customer service and Passenger Assist teams) will have approved the booking and logged it.

If you have proof from Network Rail that the assistance failed (ie your correspondence) that'll make life easier.

Yes, logically you'd expect redress from the party responsible but with us it fell to us to investigate even if Network Rail.

 

[plymothian]

EMR state

If the assistance you booked wasn’t provided when you travelled, we will refund you the cost of the journey. Please contact us on 08000 11 33 23.

 

[revkev7]

EMR state

Thanks. I’ve eventually got through and they will investigate further…

 

[revkev7]

We have now been kindly offered compensation for the cost of the journey for one of the two people travelling.