Urgent advice needed. Is a train company obliged to get you to your destination?

[Skarossinkplunger]

My step-daughter is currently making her way from ‘down south’ to us here in the North East. My husband bought her ticket yesterday and it involves 3 changes. At her first change she was told that her train has been cancelled. They were putting other passengers onto busses but refused to allow her on as she has her dog with her.

They have sent her on another train to a different station and told her she can get a train to our nearest city from there. Her estimated time of arrival was 12.05am. She has now been told this train may not arrive (she will find out at 9pm). What do we do if it doesn’t? Can they legally leave her stranded?

I think they do have to get her to her destination

May not arrive? Surely it will arrive somewhere? She is already on it? Wait to see where they tell her it will get her too and what is put in place to get passengers to original destination. Then decide what you need to do to get her.

They apparently need to wait to see if it leaves it’s starting point at 9pm. It would seem there’s a chance it won’t.

If,your train is delayed, you can claim the money back under the Delay Repay scheme.

www.nationalrail.co.uk/times_fares/ticket_types/121354.aspx

I know that’s not you are asking, but it may be useful,for,you.

I got stuck about 70 miles from my destination once due to both possible routes being blocked by broken trains. I had been due to change trains so the onward coach to the destination station was no use for me - they eventually ordered me a taxi. I watched the meter as we went down the motorway and it was eye-watering.

I doubt it. I've had station announcements telling us to "sort yourselves out" re getting home. I imagine all they'll do is offer compensation.

Yes they can arrange taxis but this might be difficult if all staff at the station have gone home. Tell your daughter to liaise with both national rail and the final train station to see what they advise.

Also if you give us her current train station and end station we might be able to advise a better route? Or if not, post on railforums?

I have been put in a taxi on two occasions, once relatively short journey to make a connection which if we had missed it would have meant another four hours on top of a 7 hour journey. The other occasion was from Reading to Coventry when a late arrival meant we missed the last train going anywhere north that day. There were a number of us though, extremely irate blocking the station office.
If there are other people around needing to get to the same destination, its probably worth her ganging up with them and requesting taxis to the nearest sensible station

She’s an adult, the dog is most definitely not any sort of assistance dog, she’s currently at Stevenage and needs to get to Durham.

Can't advise on legalities but if any part of the journey is with northern rail then it's a shit storm at the moment. In all honesty unless essential I would advise she just turns back

national rail has 2 train options from stevenage to durham tonight and both seem to be running.

ojp.nationalrail.co.uk/service/timesandfares/SVG/DHM/today/2100/dep

21:22 Stevenage direct service to Durham currently has no reported disruptions on National Rail Enquiries - arrives 00:13.

Yes that’s the one that one of the station staff has told her “may not arrive”.

So if the train goes from Stevenage there are three changes?

If I were her, given current reports on trains, I'd ho home or try to find a cheap hotel in Stevenage.

I'm afraid my experience with train compensation was dire but as this presumably relates to the current problems I'd hope you could get her on another train tomorrow no charge.

Oh it's direct
Okay that's better, id hope they'll finish that one?

When this happened to me the station paid for a taxi.

If you have a valid ticket then yes, they are responsible for getting you to your destination. They (the TOC) have to arrange a taxi/acceptance with other TOCs/coaches/buses and pay for it - passengers are not responsible for this, despite TOCs (on occasion) stating otherwise. Download a copy of the conditions of carriage (available on National Rail Enquiries website) the bit relevant to you is in part 1 H page 23. It’s useful to contact said company on Twitter as well as at the station and point this clause out. I’m ex-rail staff. Hope she gets there ok.

National rail enquiries say the 9.22 is delayed due to broken down train

Ah - Just checked departures board for Peterborough, which is the next calling point, and there's an alert to say that service is delayed due to a broken down train.

www.realtimetrains.co.uk/train/Y74074/2018/06/01/advanced

Looks like this is her train? Good news is its in the platform at kings cross. Keep an eye on here to see if it leaves. RT is right time. If it has a L next to some numbers that means its late. I think its normally red if late too.

Tweet at the specific train operating company that is looking like it’s cancelling on her.

Most station staff couldn’t organise a piss up in a brewery because they’re not given the autonomy to run things properly.

Bring back British Rail!

When the last train from London to Edinburgh is significantly delayed I’ve seen the train company put people in taxis to as far as Aberdeen! Spoke to a driver once who says it’s a flat one way fee they pay, so not always worth it on a Saturday night.

Departures board for LKX shows it left on time!