to expect a refund?

[RaRa1988]

On Tuesday 3rd December I was travelling from Birmingham International up north to go back home from visiting family. I had to change at Birmingham New Street, where I missed my train and ended up having to pay £66 for a new ticket. I missed it due to the following factors:

• Firstly, I misread those bloody orange-and-black electronic signs and got confused between my train, the 1003 from platform 12B, and another train, the 1030 from platform 1030. My fault, I know, but...

• There was no announcement when my train arrived - I was listening carefully and several others were announced, but not mine

• I realised with five minutes to go that I was at the wrong platform and ran, pregnant and dragging a heavy suitcase, to ask a member of platform staff where to go (there were building works on and no signage available). The member of staff merely shrugged at me and wandered off, leaving me to wait for another electronic sign to change to the right page and figure it out for myself.

• As I say, there were building works going on and there was no signage, so I couldn't see a lift anywhere let alone any signs to where I was going so, aware I was short on time, I didn't bother try to find someone else to ask where the lift was after the experience with the other member of staff and started to lug my suitcase up the stairs. They're pretty long flights of stairs, no-one offered to help, and I'm a small person and it was heavy, so it took me a while. At the top, there was no signage again, so I had to wander around looking for the right platform and then struggle down another long flight of stairs to the correct platform (no lifts/signs to lifts to be seen again). By the time I got there, my train was leaving.

As I say, I appreciate the mis-reading of signs was entirely my fault, but I feel that had the member of staff bothered to help me (and I think it was particularly appalling that he didn't given I was quite clearly flustered and distressed) or had there been any signs/lifts/station announcements, I'd have made to the right platform in time for my train. AIBU to expect a refund?

It sounds like it was all a bit of a pain and the staff could have been more helpful but no I dont think you should be refunded, you need to take responsibility for yourself.

You should have made your complaint at the time at the station, I think it's a bit late now to expect a refund. Good luck though!

I ask this because I wrote to the station operator, as directed on the National Rail website, on 13th December, and still haven't received a reply. Today I rang National Rail to find out what I can do (no number available on their website for the station operator), and the following happened:

• Told by National Rail to go back into the station and ask. Told them that would be very difficult as I live 300 miles away. After some time, call-handler eventually accepted this and told me to ring Network Rail, who are apparently in charge of New Street station.

• Rang Network Rail, who said that whilst they deal with complaints about their station, they don't deal with refunds for tickets and I should speak to the train operator. I explained that I didn't have a problem with the train operator and that the train itself was fine, but apparently this is still the procedure. Asked what had happened to my letter containing the tickets and receipts I sent in as proof, and was told they don't know but will try to find out and get back to me.

Rang Cross-Country, who operated both the train I was meant to get (the one I had an advanced ticket for) and the one I ended up on. They, unsurprisingly, said it was nothing to do with them. They advised I was correct to complain* to Network Rail about their station and that they should have passed the letter on for a refund after dealing with it, but that they wouldn't deal with refunds themselves. They said it was unlikely I'd get a refund for the ticket purchased on the day, but to speak to Virgin Trains, who manage the ticket office at New Street, and to speak to The Trainline (from whom I bought the advanced tickets) to see if they will refund that instead

• Rang Virgin Trains and they're closed ffs - ring back tomorrow. Aaaaarrrrrggggghhhh.

You should have made your complaint at the time at the station, I think it's a bit late now to expect a refund. Good luck though!

Haggis: I did make the complaint at Customer Services (as directed by another member of station staff). They sympathised, but said I'd have to buy another ticket for now and worry about the refund later

I think you should've leftover time for the change tbh.

Brum isn't always the easiest tho, as you often have to go up from arriving, to see where your next train is, & then go back down again! Not fun with luggage.

Left more. Bloody phone.

I think you're going to be caught between all the diff companies

YABU, sorry. I get it's frustrating and that the member of staff wasn't very helpful, but they shouldn't refund you when you're the one who misread things.

I got to be honest, I don't think you will fit any criteria for a refund.

Essentially - you are responsible for getting to the platform. The train company are responsible for having a train at the right time to carry you from one destination to another, and the managers of the station are responsible for having a safe environment to enable you to get to the train.

The fact that you mis-read the sign isn't the fault of the train operator or the manager of the station.

The only thing you will be able to complain about would be (a) a lack of signs and (b) a rude staff member. They might offer you something to apologise, but it wouldn't be a refund.

I've got to be honest though - I use New Street fairly regularly, and although it has changed quite frequently while they do al the building work, I've never felt there was a lack of signs etc - you may have difficulty arguing with them on this point.

Yabu, you missed the train because it was you who misread. If the staff was helpful and you were on the other side of the train with no chance of making it in time, then who would you blame ?

Birmingham New Street is the worst station ever. I don't know what it is but I always get totally confused re the platform numbers there.

Birmingham New Street is very easy to follow. The boards show which platform to go to then each platform is clearly signed. Don't think you can expect a refund when you misread the sign.