Passenger rights - last train cancelled

[whole diary]

[nickswift99]

The last Cheltenham Swindon train has been cancelled from Gloucester.

Passengers have been told they have no rights.

I’d welcome any advice to help those currently stranded at Gloucester.

[grahame]

The last Cheltenham London train has been cancelled from Gloucester.

Passengers have been told they have no rights.

I’d welcome any advice to help those currently stranded at Gloucester.

Neither JouneyCheck nor RealTimeTrains show a cancellation ... odd

If a train is cancelled because of Industrial Action, I agree, the customers have no rights  - however, if the cancellation is last train of the day and is at short notice, they would be very unwise not to help.  If they don't (and they do have some staff who are sticklers for the rules) I would suggest getting the name of the employee who has refused, then (well - (s)he's no help) make your own plans - as a sensible budget - and write and claim and explain to a director at GWR^▸ (Great Western Railway).    Tell us how you get on ...

[TaplowGreen]

National Rail Conditions of Travel

28.2. Where disruption prevents you from completing the journey for which your ticket is valid and is being used, any Train Company will, where it reasonably can, provide you with alternative means of travel to your destination, or if necessary provide overnight accommodation for you.

[nickswift99]

Thanks folks. The train in question was the 2130 Cheltenham to Swindon which was terminated at Gloucester.

Staff at Gloucester refused to help despite the passengers pointing out their rights and a conversation with GWR^▸ (Great Western Railway) customer services.

In the end they were forced to arrange their own taxi (in excess of £250).

Will be sending a strongly worded complaint to get the taxi fare refunded, delay repay and an apology.

[Fourbee]

National Rail Conditions of Travel

28.2. Where disruption prevents you from completing the journey for which your ticket is valid and is being used, any Train Company will, where it reasonably can, provide you with alternative means of travel to your destination, or if necessary provide overnight accommodation for you.

"where it reasonably can" is doing a lot of heavy lifting; I think that paragraph needs to be a lot more explicit about customers acquiring their own taxis and seeking reimbursement rather than TOCs^▸ (Train Operating Company) "authorising" them to do so on an ad-hoc basis at present.

[grahame]

Thanks folks. The train in question was the 2130 Cheltenham to Swindon which was terminated at Gloucester.

Staff at Gloucester refused to help despite the passengers pointing out their rights and a conversation with GWR^▸ (Great Western Railway) customer services.

In the end they were forced to arrange their own taxi (in excess of £250).

Will be sending a strongly worded complaint to get the taxi fare refunded, delay repay and an apology.

Real time trains confirms

This service is partially cancelled
This service was cancelled between Gloucester and Swindon due to an issue with the train crew (TG).

Yes, take to up with GWR and with more detail; in due course let us know how you get on.  This forum is a public board; GWR's team are likely to read / now be aware that there's an issue here. Do give them an opportunity to investigate, explain as well as "see the passengers right".    For those of us not there last night it sounds like it was very, very wrong and upsetting - however, we don't know was going on at the same time and it's important (IMHO^▸ (in my humble opinion) ) to offer and opportunity to give background.

[bobm]

Although it would not help those wanting intermediate stations those aiming for Swindon could have got there by train.

Arriving at Gloucester at 21:40 there was a Cross Country service to Bristol Temple Meads at 22:05.  From there there’s the 23:30 to Swindon.

However if no one said that, it is understandable why the option wasn’t taken. 

[GBM]

There was also this link concerning passenger assistance from this forum.
http://www.firstgreatwestern.info/coffeeshop/index.php?topic=28707.msg346294#msg346294
https://www.railforums.co.uk/threads/gwr-dispute-for-alternative-travel-expenses-industrial-action.263078/

[Mark A]

Realtime trains lists several other latish cancelled trains last night at Gloucester too, not sure if any of those were also last services between various stations.

Mark

(Edit: removed the link to realtimetrains timetable for yesterday at Gloucester as, when posted, something strange was happening to it.)

[nickswift99]

Although it would not help those wanting intermediate stations those aiming for Swindon could have got there by train.

Arriving at Gloucester at 21:40 there was a Cross Country service to Bristol Temple Meads at 22:05.  From there there’s the 23:30 to Swindon.

However if no one said that, it is understandable why the option wasn’t taken. 

Passengers didn't have that opportunity. The Swindon service sat at Gloucester and there were no announcements made until after the XC^▸ (Cross Country Trains (franchise)) service had left. As other posters have commented, there were no other services heading south due to other cancellations.

[ChrisB]

You need to include that info (about it only been announced *after* the XC^▸ (Cross Country Trains (franchise)) had gone) in your refund request.

[broadgage]

National Rail Conditions of Travel

28.2. Where disruption prevents you from completing the journey for which your ticket is valid and is being used, any Train Company will, where it reasonably can, provide you with alternative means of travel to your destination, or if necessary provide overnight accommodation for you.

"where it reasonably can" is doing a lot of heavy lifting; I think that paragraph needs to be a lot more explicit about customers acquiring their own taxis and seeking reimbursement rather than TOCs^▸ (Train Operating Company) "authorising" them to do so on an ad-hoc basis at present.

In my view, if the customer can arrange a taxi, then it could be argued that the TOC could also arrange the same taxi or an alternative. About the only circumstances under which the TOC could argue that they can not reasonably arrange alternative road transport would be general road closures due to blizzard conditions or flooding.

[nickswift99]

In this case it was Gloucester on a Saturday night, rather than a minor station with no available alternative transport.

Lots of taxis were available and even if GWR^▸ (Great Western Railway) had an arrangement with a taxi provider in the wider region (say Bristol or Cheltenham), they wouldn't have had an issue sourcing one. However, they never tried because they refused to help their customers.

[Fourbee]

Has anyone on this forum or anyone they know had a TOC^▸ (Train Operating Company) arrange overnight accommodation (i.e. not having to pay upfront and claim back later)?

[ChrisB]

In this case it was Gloucester on a Saturday night, rather than a minor station with no available alternative transport.

Lots of taxis were available and even if GWR^▸ (Great Western Railway) had an arrangement with a taxi provider in the wider region (say Bristol or Cheltenham), they wouldn't have had an issue sourcing one. However, they never tried because they refused to help their customers.

Of course, there are three issues - all possibly known answers in advance -
A taxi operator or taxi firm that have enough taxis available should they be needed. Just a one-vehicle operator is unlikely to be of much use when a train is cancelled.

That firm would need to be able to offer account facilities rather than pay cash at the end of a trip. That is usually the deal breaker.

Drivers willing to go as far as necessary. That may mean that driver only earns on that one one trip that takes several hours to make out & back. That is the next largest deal breaker - that drivers can earn more on local jobs especially on Friday/Saturday nights.