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Author Topic: Not happy with Heathrow Express...  (Read 12202 times)
bignosemac
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« Reply #30 on: October 23, 2019, 09:10:22 pm »

UK rail fares. Simples eh? Lips sealed
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Robin Summerhill
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« Reply #31 on: February 06, 2020, 05:21:51 pm »

Well it's been a long time coming, but the case was finally resolved today in my favour.

All the details about my ongoing saga with HEX over them refusing to allow an off peak ticket to be used before 0930, when they in fact get exactly he same cut of a multi-TOC ticket fare, irrespective on what time of day it is, appears earlier in the thread.

I referred the matter to London Travelwatch back in October, and I understand they then forwarded it to the Rail Delivery Group. London Travelwatch finally responded with the resolutuin earlier today, copied and pasted below:

Dear Robin

Iím pleased to let you know Iíve now had a response from Heathrow Express and I wanted to share it with you.

Until today Heathrow Express has believed that off-peak tickets that include a journey with a train operator canít be used until after 9.30am. Having had a conversation with the Rail Delivery Group (who are the group that bring together the different train companies) I was sure they were wrong but needed the evidence. To this end I received an email from the Rail Delivery Group this morning, which I passed to Heathrow Express and their Head of Pricing and Technology agreed that their belief was wrong. Iíve been assured that all staff will be updated with this information and theyíve asked I pass on their apologies to you and, especially to Ms Lewis for her experience when travelling.

Many thanks for bringing this issue to our attention and Iím glad Iíve been able to help.
 
Regards

Mags Croucher
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So sometimes persistence pays off  Grin
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broadgage
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« Reply #32 on: February 06, 2020, 06:18:09 pm »

Have the TOC been made to give you a penalty payment of say £80, for their mistake ?
Penalty payments should work both ways.
« Last Edit: February 06, 2020, 10:06:56 pm by broadgage » Logged

A proper intercity train has a minimum of 8 coaches, gangwayed throughout, with first at one end, and a full sized buffet car between first and standard.
It has space for cycles, surfboards,luggage etc.
A 5 car DMU is not a proper inter-city train. The 5+5 and 9 car DMUs are almost as bad.
Robin Summerhill
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« Reply #33 on: February 07, 2020, 08:33:03 am »

Have the TOC been made to give you a penalty payment of say £80, for their mistake ?
Penalty payments should work both ways.

A nice idea, but if you look back through the thread you will see that GWR gave her a full refind of the fare paid, so in effect have cancelled the contract and already compensated her quite nicely.

However, there is an ironic twist to all this. I am due to arrive back at Heathrow from Cape Town on a Tuesday morning shortly.in the "dreaded peak." Not being happy with having to pay HEX full whack for a ticket to Paddington I looked around for ways around their policy.

Back in early January I got an Advance LHR to PAD ticket out of them, WITH NO TIME RESTRICTION, for £7.50 and will buy whatever GWR ticket that is appropriate when I get to PAD. So it turns out that their arguing the toss about off peak ticket validity prior to 0930 has cost them £9.00 (their normal cut of amulti-TOC ticket with Railcard being £16.50)

They have also managed to get one very unhappy customer (despite yesterday's "win"), who will be doing all he can in future to target fare avoidance (rather than evasion) at HEX whenever he gets half a chance.

Funny old world, innit?  Smiley
« Last Edit: February 07, 2020, 08:41:11 am by Robin Summerhill » Logged
Western Pathfinder
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« Reply #34 on: February 07, 2020, 08:42:52 am »

Well done Sir for sticking with this.
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broadgage
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« Reply #35 on: February 07, 2020, 03:53:42 pm »

Have the TOC been made to give you a penalty payment of say £80, for their mistake ?
Penalty payments should work both ways.

A nice idea, but if you look back through the thread you will see that GWR gave her a full refind of the fare paid, so in effect have cancelled the contract and already compensated her quite nicely. -------------

Not certain a refund is sufficient.
If a passenger makes a mistake and does not have a valid ticket, they may be liable to a penalty fare, often of £80, in addition to the fare.
In this case, the TOC made a mistake, and should in my view be required be required to pay say £80 to the victim, in addition to refunding the fare.
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A proper intercity train has a minimum of 8 coaches, gangwayed throughout, with first at one end, and a full sized buffet car between first and standard.
It has space for cycles, surfboards,luggage etc.
A 5 car DMU is not a proper inter-city train. The 5+5 and 9 car DMUs are almost as bad.
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