Hi all,
What is the official policy regarding delayed trains and advance tickets?
My partner holds an Advance on the 13:10 Birmingham to Euston service. This train is currently 1 hour late. The ticket office advised asking the train manager of the 13:30 if she could travel on this service.
The TM has just denied her access to this service and insists she waits for the delayed service. He kept insisting she had 'missed her train' despite many explanations that no, she hadn't missed it, it was 60 late and had yet to arrive. The train is, as I write this, still not at Birmingham yet so obviously it hasn't been 'missed'.
Is this VT policy? If so, it's rather stupid as it now means she is entitled to delay repay, costing VT money, whereas she would have arrived only 20 late had he let her on.
So instead of a happy customer and no compensation claim, they now have an irate customer and a valid compensation claim.
Seems quite pathetic. It was a not heavily loaded 11 car Pendo..
What is the official policy regarding delayed trains and advance tickets?
My partner holds an Advance on the 13:10 Birmingham to Euston service. This train is currently 1 hour late. The ticket office advised asking the train manager of the 13:30 if she could travel on this service.
The TM has just denied her access to this service and insists she waits for the delayed service. He kept insisting she had 'missed her train' despite many explanations that no, she hadn't missed it, it was 60 late and had yet to arrive. The train is, as I write this, still not at Birmingham yet so obviously it hasn't been 'missed'.
Is this VT policy? If so, it's rather stupid as it now means she is entitled to delay repay, costing VT money, whereas she would have arrived only 20 late had he let her on.
So instead of a happy customer and no compensation claim, they now have an irate customer and a valid compensation claim.
Seems quite pathetic. It was a not heavily loaded 11 car Pendo..
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