kingston_toon
Member
- Joined
- 16 Oct 2014
- Messages
- 106
Hi experts,
I booked a number of Advance single tickets from Shanklin to London Waterloo via the hovercraft on 22 October for travel on 1 November. During booking, I noted that Guildford - Woking was a replacement bus until around 16:00 but through train afterwards. So I booked the 16:18 ex-Shanklin which put us on the 17:52 Portsmouth and Southsea to Waterloo arriving at 19:44. My email confirmation sets out the whole journey on the 17:52 as a through train and the tickets also reflect this.
On the day, we turned up at Portsmouth and Southsea to find the 17:52 terminating at Guildford with a replacement bus on to Woking for further connection to Waterloo. This put us in to Waterloo 52 minutes later than the time on the email confirmation.
I applied to SWR for delay repay and was denied, both initially and through two escalations. The sum of money isn't huge but I'd be curious to understand the official position here and whether a change to planned engineering work after the point of purchasing an advance ticket qualifies for delay repay. SWR claim the following: "I must reiterate that any claim is based on the timetable and should any changes be made at short notice; the delay repay claim is based on any adjustment made".
Cheers!
I booked a number of Advance single tickets from Shanklin to London Waterloo via the hovercraft on 22 October for travel on 1 November. During booking, I noted that Guildford - Woking was a replacement bus until around 16:00 but through train afterwards. So I booked the 16:18 ex-Shanklin which put us on the 17:52 Portsmouth and Southsea to Waterloo arriving at 19:44. My email confirmation sets out the whole journey on the 17:52 as a through train and the tickets also reflect this.
On the day, we turned up at Portsmouth and Southsea to find the 17:52 terminating at Guildford with a replacement bus on to Woking for further connection to Waterloo. This put us in to Waterloo 52 minutes later than the time on the email confirmation.
I applied to SWR for delay repay and was denied, both initially and through two escalations. The sum of money isn't huge but I'd be curious to understand the official position here and whether a change to planned engineering work after the point of purchasing an advance ticket qualifies for delay repay. SWR claim the following: "I must reiterate that any claim is based on the timetable and should any changes be made at short notice; the delay repay claim is based on any adjustment made".
Cheers!