On Saturday 29 June I departed Wareham on the 16.31 service to London Waterloo where it arrived thirty-two minutes late at 19.21. Accordingly, I missed my intended train back from Waterloo East to Sevenoaks. The 20.30 to Bat & Ball was on time, but due to the late running South Western Trains service this was half an hour later than I should have been. Getting the right Delay-Repay has required me to make three appeals. This shows that what Transport Focus and others have been saying about the difficulty of claiming Delay-Repay and the arbitrary rejection or reduction of valid claims is, despite the assurances given, still not being addressed by the train operating companies.Continue reading
Last month I submitted a Delay Repay claim to Southern Trains in respect of a journey from Chichester to Bat & Ball. This was using an advance purchase ticket which clearly showed that it was only valid on the 15.40 departure from Chichester. I was very surprised that the claim was rejected because they could not identify the journey I was claiming against! I have resubmitted the claim with a very detailed breakdown of the journey and what train services I ended up using due to the train cancellation. It was paid but was it worth the effort for £2.00!Continue reading
We were caught up in the disruption due to a fire at Ashford on the evening of 20 December. We had to take a taxi from Bromley South to Bat & Ball.
Unexpectedly our claim for compensation resulted in a long, personalised letter from David Eustace, Customer Relations Officer, explaining the difficulties of the evening, apologising for our experience and not quibbling about offering a full refund of the taxi fare. Give the man a bouquet!Continue reading
I received the following response to my claim submitted to Thameslink when they cancelled the 18.22 Sevenoaks to Bat & Ball and delayed my journey by thirty minutes:- Journey Details25 October 2018Sevenoaks to Bat & Ball at 18:22 Decision: Declined … Continue reading
I was very surprised to receive an e-mail from Southeastern Customer Services advising me that my claim for a journey on 22 February was declined. The reason given was as follows: “Our records indicate the journey was delayed by less … Continue reading
We have been working hard on our responses to the many questions in the consultation paper on the requirements for the new Southeastern franchise from December 2018. There’s lots to say, and we will be sharing some of our draft … Continue reading