Great Western Coffee Shop

Please would someone confirm whether I would be able to claim delay repay for the following?

Next month, I'm travelling from A to C via B, where I change trains (2 diff TOCs).

The cheapest ticket was an Advance A to B, plus an anytime single B to C. (Advance A to C was available but dearer)

If train A - B is 10 mins late, I will miss my connection B to C, with the next train an hour after. The connection is fully valid.

Can I claim delay repay and get the full refund for being an hour late? The ticket was bought on East Coast's website (neither TOC is EC).

I suspect not, but this is not fair, as I bought 2 tickets as it was cheaper!

No.

Coz you have two separate journeys, not one. Neither separate journey was delayed sufficiently.

That's what you lose by splitting tickets

You should be entitled to compensation for the through journey. Most compensation policies make it clear that compensation is payable based on the delay to your journey. That you hold split tickets is irrelevant.

National Rail Conditions of Carriage (http://www.nationalrail.co.uk/static/documents/content/NRCOC.pdf) - 19: "You may use two or more tickets for one journey as long as together they cover the entire journey"

In which case, submit to the second TOC & They will internally charge the first.

You should submit to the first TOC, as it was their fault that you were late by an hour. Missing connections is one of the main reasons to claim compensation for delays as even a short delay can cause you to be delayed by an hour or more if you miss a connection but the claim for compensation should be sent to the TOC that delays you. Southeastern recently provided me compensation to 100% of my return ticket cost, as a result of a delay to my journey of over two hours. The only service Southeastern service I took was delayed by less than ten minutes but it meant I missed several valid connections along the line.

I have noticed this new bit in FGW passengers charter. I know its not relevant to the TOC your using.
I would however still claim NRCoC 19 applies, and as such because of the delay on the first leg, you are entitled to compensation for the entire journey.

Combination Tickets: Should you hold a combination of tickets for your journey we will
compensate you for the entire journey. Should a combination of tickets be held involving
different Train Operating Companies we will either address the compensation ourselves (if
the delay was caused by First Great Western) or forward to the company responsible (if not
First Great Western).

Generally, when people are using a combination of tickets it's to save money.

So when compensation is due, the train company will be paying out less than would've been the case had the passenger had a through ticket. So it's right that compensation should be paid based on the tickets held for the overall journey.

That's not to say some Customer Services departments don't see it this way (Virgin being a prime example) and pay out only for the affected leg rather than the whole journey. Sometimes it takes a lot of to-ing and fro-ing before a TOC will comply with the NRCOC and their own Delay Repay/Customer Charter scheme.

A journey is a journey is a journey. That's from origin to ultimate destination.

Unfortunately some TOCs don't seem to see the logic in that argument. Although not with split tickets, Transpennine Express once insisted to me that I wasn't entitled to compensation using a Rover ticket because it's heavily discounted. I tried to point out that I should receive a lower compensation because I was travelling on a discounted ticket but they just wouldn't accept it, until Passenger Focus got involved.

Thanks a lot for the comments. Appreciate the knowledge on here.

If I am delayed, Virgin will be getting the bill!

Isn't about time TOC terms and conditions were banned? I had to explain to Virgin that their "policy" regarding not selling excesses onboard was VOID as it was superseded by the NR T&C.

Then we'd only get 20% compensation for a Single or 10% of a Return, for delays over an hour. Nothing more for two+ hours and nothing at all for a 30+ minute delay. And only for delays within the control of the industry. So nothing for delays due to cable theft, suicide, weather, plague of locusts, alien invasion. Unless the NRCoC is re-written.

All TOCs offer more than the legal minimum. Long may it continue.

I would, however, like to see all TOCs on Delay Repay, but with better arrangements for Season Ticket holders, and with compensation paid back based on the original method of payment, and/or the ability to cash in Rail Travel Vouchers issued by any TOC.

Then the more favourable terms apply to the customer.



Ah but this will also be changed once the EU Rail Passenger Rights and Obligations Regulation finally comes into force in the UK. The DfT keep exempting the railways from it but they can only exempt it so many times AFAIK.
Interesting FoI response here
https://www.whatdotheyknow.com/request/regulation_ec_13712007#incoming-63489

hmm...


and


No mention of an extension though. So this expires on 4 December this year!

I like the bit which says if the passenger wants it, refunds have to be in money. However the threshold rises to 1hr plus for compo.

It also points out that:


The fact there's a current exemption seems to be a load of fuss about nothing.  I'd heard this before, that the EU proposals don't actually provide anything not already happening in GB...

Paul

Except for the right to have compensation paid in money rather than Rail Travel Vouchers. That is something I would like to be included in the rights afforded to rail passengers.

I can see why some would like a cash refund rather than vouchers.  I am not particularly worried about vouchers, but I would like them to be valid for on-line bookings.