Great Western Coffee Shop

I've just come back from Chippenham - a customer pickup run as there is no train service Southbound into Melksham on a Sunday now.   Two little incidents amongst a sea of choas tonight.

1. It's 20:18, and the delayed 19:55 to Paddington pulls in.   People are running for it, and some are directed to the conductor's door on the Adalante but still it is sealed and pulls out at 20:21.   Why so many people running for it? Because the next train in the 20:25, but that's showing up on the boards as CANCELLED.  And when the 19:55 has gone, there are some VERY upset passengers left on the platform. "Next train is 21:25" they are told ....

2. My customer had to come into London on the Metopolitain line, but it had problems and eveyone was transferred to the Jubilee line ... to which power was then cut for an hour because someone was on the track.  What should have been a 45 minute journey to Paddington took 2 hours, and she missed her train with reserved seat by 5 minutes - yes, she had allowed plenty of time.   Guess what "that ticket was ONLY valid on that train" and she's stumping up 42 quid (or was it 41?) for a top-of-the-range, pay-on-the-day replacement.

There are time, aren't there, where it's all to obvious to see why some people prefer to use other means of transport!

In regards to your 2nd point.

With advance tickets if they miss connections and it is the fault of the underground or other connections. (note if notification of service alterations available in advance this does not apply)
Providing there is prove, the customers ticket should be validated for the next available train.

FGW have briefed all staff of this AFAIK.

Regards

Ollie

Thanks, Ollie - this is a while back now so I'm trying to recall specifics.   I have no doubt that all staff are indeed briefed in this way, but exactly how do you get proof that you're one of the people who's been held up on the tube in such circumstances?  I think the lasy in question only had her word - nothing written down from TfL that she had been help up.

Wouldn't a "reasonable possibility" level be more practical, and much fairer (or should that be farer).  I know it was done much more along those lines during the recent floods ...

The easiest would be for her to talk to staff on the tube station, get a stamped note or something.

If she can't she should try recall times that she was on the tube. And we could try speak through to Line Control.

If it's me I will usually try my best to check the delay.

The problem is that you always think that you can make your connection and if you stop for a note you will miss it. Invariably you carry on and miss it and have no note either !

Probably the best position to adopt is to refuse to pay any extra on the train, just give your name and address, (as you legally have to).

It is a civil matter so the railway company would have to try and sue you.
a.  Would they bother, for a few quid ?
b.  If they did bother, I don't think it would be too difficult for you to get info to prove you had a genuine case.

There was a case recently where a lady + kids, (who was actually breaking the rules anyway !)  refused to pay an extra ^188 to GNER, the case was dropped - perhaps because it made the National press !