Can I claim my taxi from train company for cancellation?

[Du1point8]

Bought a return ticket for both of us to a town (£171) advanced off peak so are only valid on the train mentioned (2 hours 30 mins), there was promises of no disruptions of trains at the weekend... that was bks.

Was checking the return and the train had been cancelled (45mins before departure), the alternative that was given bus journey (4 hours), transfer (40 mins) then train back to London (2 hours)... The reason behind the cancellation is more than the normal amount of trains needed repairing/maintenance.

Not acceptable for us to get home in a reasonable timeframe with the luggage we have.

Due to me only having specific train tickets, I have to book a new set of singles (again is a disgrace but I can't use tickets that are expired) Booked replacements on trainline for 2 hours later with reserved seats single journey (£178) and there was not mention of any seats.

I rang trainline and they said it was due to it being too close to the time so I would need to ring the company running the train. Rang them and they said they can't reserve seats, but if I took a reservation number I could sit in an unreserved seat and claim it if there was one, or I would need to go early and try to get in the unreserved carriage and hope there is space there. Otherwise, we could end up standing all the way home as they cant tell me how full the train is, I would only find out when we got there.

Cancelled the tickets and booked a taxi for £190 (£12 more than the train tickets) to ride in comfort and stop whenever we wanted and drop us off at our door, we needed to be home at circa 6pm and got back for 6:30pm which was more acceptable than their 8pm.

The company have stated that anyone that does not adhere to the arrangements offered & buys other train services other than those specified (their own ones) will not be refunded.

The only other train available is a short commuter train (60 mins) on an old 60/70s train that constantly breaks down to a mainline train station on a popular route and hope there are some seats as cant reserve them as the train is already in transit.

I hate this company as this is not the first time I have had issues with them, when the aircon was out in July and it was 30+ degrees in the carriage for the whole journey, they said we should be happy the train was running and grin and bear it... nearly everytime I travel back to London there is some type of issue (No Buffet, toilets running out of paper, all reserved seating cancelled, etc)... Plus they have cancelled the later train before I need to get one at 7/8pm instead and I would be really screwed this time round and hence the taxi.

So do I have a case to claim the taxi back at least? I basically do not want to out of pocket more than I should be.

[Joe5y]

No

[otolith]

I think you may be unfamiliar with the central guiding principle of customer service on public transport.


"We've got your money, now fk off"

[Tyre Smoke]

You were not guaranteed anywhere that you would be transported on the specific train you bought tickets for. They offered. by the looks of it, several alternatives.

You were inconvenienced. It's a shame.

What was so urgent you had to be back for 'sixish'?

[Du1point8]

Tyre Smoke said:

You were not guaranteed anywhere that you would be transported on the specific train you bought tickets for. They offered. by the looks of it, several alternatives.

You were inconvenienced. It's a shame.

What was so urgent you had to be back for 'sixish'?

If I was not guaranteed to go anywhere on the specific train I bought tickets for then why was the ticket only for that train in particular?

Had keys that a friend needed as they were locked out and I had some things that needed preparing for Monday that I didnt want to be doing at 1am, hence my original train was to be me in London for 5 pm.

They offered one alternative which was 3 times as long and if I paid £177 (not free ticket) for the other train I wasnt guaranteed a seat and due to permanent injuries its uncomfortable to stand for extended periods of time (leg held together with pins and plates) and way too much luggage with us.

[deckster]

You absolutely should get a refund for the cancelled train ( Citizens Advice) but I wouldn't expect them to pay for any other arrangements that you've made off your own back.

[Tyre Smoke]

The train company do not guarantee your travel. It's in the terms and conditions somewhere.

As stated, you should definitely get a refund for the cancellation, but since there was an alternative which although not free at the time, would have worked out similar albeit later.

Anyway, once you get your refund you are only £12 out of pocket and got dropped to your door more or less on time. Or am I missing something?

[herewego]

Tyre Smoke said:

The train company do not guarantee your travel. It's in the terms and conditions somewhere.

As stated, you should definitely get a refund for the cancellation, but since there was an alternative which although not free at the time, would have worked out similar albeit later.

Anyway, once you get your refund you are only £12 out of pocket and got dropped to your door more or less on time. Or am I missing something?

The first ticket was a return so he will only get half back.

[Du1point8]

deckster said:

You absolutely should get a refund for the cancelled train ( Citizens Advice) but I wouldn't expect them to pay for any other arrangements that you've made off your own back.

Thats the point I would have used their services (£178) to get the later train, but as mentioned I couldnt be guaranteed a seat, me with my leg situation and the OH being pregnant, means I couldnt afford to pay for the ticket and be standing for 2.5 hours.

So my hand was forced as I needed to be home quicker than their initial efforts (plus 3 times as long) and the taxi was only (£190), so the difference of using their train and my taxi was £12.

[The Surveyor]

Du1point8 said:

deckster said:

You absolutely should get a refund for the cancelled train ( Citizens Advice) but I wouldn't expect them to pay for any other arrangements that you've made off your own back.

Thats the point I would have used their services (£178) to get the later train, but as mentioned I couldnt be guaranteed a seat, me with my leg situation and the OH being pregnant, means I couldnt afford to pay for the ticket and be standing for 2.5 hours.

So my hand was forced as I needed to be home quicker than their initial efforts (plus 3 times as long) and the taxi was only (£190), so the difference of using their train and my taxi was £12.

Did they confirm that your ticket for the cancelled train would not be accepted on the alternative later train? That's not what usually happens, tickets are normally accepted on alternative routes under those circumstances.

[Durzel]

Du1point8 said:

Thats the point I would have used their services (£178) to get the later train, but as mentioned I couldnt be guaranteed a seat, me with my leg situation and the OH being pregnant, means I couldnt afford to pay for the ticket and be standing for 2.5 hours.

So my hand was forced as I needed to be home quicker than their initial efforts (plus 3 times as long) and the taxi was only (£190), so the difference of using their train and my taxi was £12.

Except they don't pay £190 to run the train that they offered you to go on. That train journey is a sunk cost to them, so the cost for you to travel on it is essentially negligible.

That being said I'd expect them to refund you your original ticket price given you did not use any of their alternative services.

[Du1point8]

The Surveyor said:

Du1point8 said:

deckster said:

You absolutely should get a refund for the cancelled train ( Citizens Advice) but I wouldn't expect them to pay for any other arrangements that you've made off your own back.

Thats the point I would have used their services (£178) to get the later train, but as mentioned I couldnt be guaranteed a seat, me with my leg situation and the OH being pregnant, means I couldnt afford to pay for the ticket and be standing for 2.5 hours.

So my hand was forced as I needed to be home quicker than their initial efforts (plus 3 times as long) and the taxi was only (£190), so the difference of using their train and my taxi was £12.

Did they confirm that your ticket for the cancelled train would not be accepted on the alternative later train? That's not what usually happens, tickets are normally accepted on alternative routes under those circumstances.

Had that confirmed to me as its an Advance Off Peak valid only for that train and time.

I actually stated to them:

'So what you are saying is that I need to now buy another ticket as my previous one is invalid for a later train with company X'

They said yes as its an advanced return and they dont make the rules up, it wont get me through the barriers.

[Du1point8]

Durzel said:

Du1point8 said:

Thats the point I would have used their services (£178) to get the later train, but as mentioned I couldnt be guaranteed a seat, me with my leg situation and the OH being pregnant, means I couldnt afford to pay for the ticket and be standing for 2.5 hours.

So my hand was forced as I needed to be home quicker than their initial efforts (plus 3 times as long) and the taxi was only (£190), so the difference of using their train and my taxi was £12.

Except they don't pay £190 to run the train that they offered you to go on. That train journey is a sunk cost to them, so the cost for you to travel on it is essentially negligible.

That being said I'd expect them to refund you your original ticket price given you did not use any of their alternative services.

I completely understand sunk costs... but with the 2 people not really being able to stand for that time and there was no guarantee of a seat, what do you do? Gamble and then if I cant get a seat, do I demand that someone (who has also paid for a reserved seat) get out of their seat for my OH/me?

[The Surveyor]

Du1point8 said:

Had that confirmed to me as its an Advance Off Peak valid only for that train and time.

I actually stated to them:

'So what you are saying is that I need to now buy another ticket as my previous one is invalid for a later train with company X'

They said yes as its an advanced return and they dont make the rules up, it wont get me through the barriers.

Strange, that's not what happened to me recently. Ticket got me though the barriers and just got the next train.

[Matthen]

The Surveyor said:

Du1point8 said:

Had that confirmed to me as its an Advance Off Peak valid only for that train and time.

I actually stated to them:

'So what you are saying is that I need to now buy another ticket as my previous one is invalid for a later train with company X'

They said yes as its an advanced return and they dont make the rules up, it wont get me through the barriers.

Strange, that's not what happened to me recently. Ticket got me though the barriers and just got the next train.

Aye, never had an issue getting a later train if the pre-booked train is cancelled.

[flight147z]

If your tickets weren't marked by a member of staff on the train if you post them back to the Trainline you will probably get a full refund.

I took a train to London in November and my train back was replaced by a bus reaulting in a 3 hour delay. I emailed the Trainline to complain and they asked me if the tickets were marked (they weren't). I posted them to their returns department and got £96 back of £108.

I don't know what happened to the other £12 but given I still got there and back without additional cost I didn't care.

In your situation you should have just boarded a different train with the tickets you had. The staff are normally understanding once you are onboard and you could probably still have claimed some sort of refund.

[herewego]

Since they wouldn't honour your return ticket you must be entitled to at least the amount they wanted you to pay for new ones 178. I'd send a clear precise email detailing the situation and what they need to do to put it right. Give them a week to pay. They cancelled the train not you so it shouldn't cost you any more than you already paid.

[PF62]

Du1point8 said:

Had that confirmed to me as its an Advance Off Peak valid only for that train and time.

I actually stated to them:

'So what you are saying is that I need to now buy another ticket as my previous one is invalid for a later train with company X'

They said yes as its an advanced return and they dont make the rules up, it wont get me through the barriers.

Of course you could use the tickets on a later train, but you overlooked that the vast majority of customer facing rail staff are morons / liars / incompetent / lazy, but un-sackable so can tell you utter nonsense with no repercussions.

[48k]

Du1point8 said:

They said yes as its an advanced return and they dont make the rules up, it wont get me through the barriers.

The barriers don't know what train you are going to catch when you are through them. They only know if it is peak time or not.

[eshroom]

Journeys actually don't have to be that delayed before they start owing you compensation.

Head here, choose the train company and you'll see what you are entitled to.

http://www.nationalrail.co.uk/times_fares/ticket_t...