This can't be right - delayed but have to wait for my original train

Discussion in 'Fares Advice & Policy' started by mgood, 10 Dec 2019.

  1. mgood

    mgood Member

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    14.56 Crewe to London today with an Advance ticket. Train stuck at Chester, just saying Delayed with no estimated time. Asked if I could go on 15.22 and was told NO, ticket restrictions not lifted for your original train so you must wait!!! Has the world gone mad!!!! Can't find anyone with any common sense
     
    Last edited: 10 Dec 2019
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  3. transmanche

    transmanche Established Member

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    Who did you ask?
     
  4. mgood

    mgood Member

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    Member of staff in the office on platform 6 who then brought her Supervisor who said the same thing. She said that it had to be done by Contol and they had not been in contact and she refused to contact them.
     
  5. JonathanH

    JonathanH Established Member

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    ...and then what happened when the 1456 was ultimately cancelled?

    (I suspect the policy is correct if the 1456 was going to leave shortly after the 1522. If the train is cancelled, obviously they should allow travel on the next service, subject to any consideration about capacity / spreading demand).
     
  6. Starmill

    Starmill Events Co-ordinator

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    It is in-keeping with the old Virgin Trains policy that Avanti West Coast will ask you to be delayed for longer than necessary for their own reasons. Certainly they told me this in the past on several occasions. I do not know if they intend to make changes in this area.

    I am not aware if any other company has a policy of delaying its customers when one of their own alternative trains is running that would reduce the delay to the customer's journey.

    All I can say is, make sure that you complain and make sure you claim the whole amount of compensation to which you're entitled. It is likely that the company will have to pay you more compensation as a result of their anti-consumer policy.
    Train companies aren't required to use common sense in their treatment of you.
     
  7. Starmill

    Starmill Events Co-ordinator

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    Fortunately, at this point, the company is out of options. The company must permit the customer to use their next service under NRCoT.
     
  8. Y Ddraig Coch

    Y Ddraig Coch Member

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    Not much help if the 15.22 had already gone by the time the cancelation was announced. …..

    Also odd that this service usually doubles up at Chester, so even if there was an issue with one portion you would have thought they may have run it as a single instead so at least something ran. It had kept time from Holyhead to Chester so cant have been anything to serious.
     
  9. Starmill

    Starmill Events Co-ordinator

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    Certainly not. This is the negative consequence for the customer of bad policy.

    The customer would at least be able to use whichever of their trains is next.
     
  10. Bletchleyite

    Bletchleyite Veteran Member

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    And people wonder why I don't use Advance tickets.
     
  11. westv

    westv Established Member

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    I think I would have asked the guard/TM on the service I was hoping to get.
     
  12. Puffing Devil

    Puffing Devil Established Member

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    I've been bitten by VT ex Euston, denied boarding on a later train when mine was delayed, told the staff I would miss my final connection. Missed my connection, Virgin pays for taxi home. Stupid.
     
  13. Ianno87

    Ianno87 Established Member

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    "Common sense" would be to keep passengers booked trains as far as possible, so you don't end up with one packed train and one empty train.

    If the front unit was the problem one...
     
  14. Starmill

    Starmill Events Co-ordinator

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    Ok thanks
     
  15. Y Ddraig Coch

    Y Ddraig Coch Member

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    If the front unit was the problem one the 2nd unit coming from Holyhead arrives on a different platform and continues ? No?
     
  16. Peter Mugridge

    Peter Mugridge Established Member

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    Could it be that they didn't know the front one had a problem until they tried to couple the back one up to it?
     
  17. kieron

    kieron Established Member

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    If the front train had a problem, they could leave it where it was and send the back one out on its own. There are a few through lines in Chester, so it wouldn't be trapped so long as it could still move under its own power.

    As for the customer experience, the Avanti staff are the same people in a slightly different uniform. I wouldn't expect too much.
     
  18. Man of Kent

    Man of Kent Member

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    "Voyagers 221101 and 221143 failed to couple at Chester 1A43 12:53 HHD-EUS which eventually terminated there and 1D91 17:10 EUS-HHD started from Milton Keynes Central."
     

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