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| davrosG5 wrote: Currently in talks with Virgin Trains East Coast over a refund for the journey up to Scotland last Saturday. My journey was from Peterborough to a place called Croy. Visiting the parents and that’s the most convenient station to meet at. Croy is between Glasgow and Edinburgh so I have to change at Edinburgh. So, the VTEC train was delayed by 28 minutes. This meant that I missed the scheduled connection in Edinburgh to get to Croy. At the time of night I arrived there’s only one train an hour that stops at Croy so I was actually an hour late getting to my destination. Now, VTEC have rejected my ‘delay repay’ claim on the grounds that my delay was only 28 minutes. Their T&Cs don’t say they only consider their portion of the journey and in any case, the delay to the entire journey actually seems to make them liable to pay compensation under the National Rail Conditions or Cariage regardless of any internal procedures. Further, the delay on the VTEC train was largely down to problems with the train staff and the train - a miscommunication between the train manager and the driver, a door that was reluctant to lock at a station and a signalling problem (fair enough the last one was presumably outside their control but it wasn’t the major contributor to the delay). Will see what they say but I suspect I’ll have a fight on my hands  | |
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As expected VTEC rejected my claim a second time... using exactly the same text they used the first time. It's almost as if they didn't even bother reading my complaint. Next stop Passenger Focus I think.
