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Last night's train London - Edinburgh - Dunblane was cancelled at Preston due to overhead power line damage. We were already on the train.
Train manager was great, but clearly working in a vacuum of information or decisions above his pay grade.
A call to Aviva 'customer services' was actually Nation Rail Enquiries, and they suggested getting off at Birmingham as we could then go East Coast. As we got off, East Coast stopped running also (no idea why).
Plan was then to put us on the last train to Preston, where a head count would lead to a bus being ordered, to take us to Carlisle via Oxenholme and Penrith. Which on past experience means Carlisle in early hours of the morning...if at all. Aviva had no intention to get us to Edinburgh or beyond last night.
So I bailed to a hotel at New Street, along with all sorts of other passengers from students, to (heavily) pregnant woman, and a 17 year old girl on her own. £84 room only each.
I completed the journey today (40mins late, natch).
I have already put in the delay -> repay claim with ScotRail who it was booked through.
I'm told the claim for hotel is through Avanti, and helpfully their 'customer service' team won't tell me how and asked me to use Avanti Twitter to make a claim!
Anyone got any experience here?
(And yes, I normally go LNER/east but for some reason PA booked west/Avanti)
Tell em you don’t / won’t have a Twitter account for a start.
It was a blooming nightmare. Got to oxenholme for 9pm
Ticket booked on credit card? You may have some traction there...
Tell em you don’t / won’t have a Twitter account for a start.
I genuinely don't have one. Even the train staff were commiserating over that one....
Aviva had no intention to get us to Edinburgh or beyond last night.
It’s not reasonable to expect people to use a social media network run by a ketamine addled fascist for customer service.
As per the last post. They are obliged to get you to your destination or get you the accom.
It's similar to getting shafter when flying - and similarly they try to shirk their responsibilities. This is what the regulator (the ORR) has to say... https://www.orr.gov.uk/contact-us/help-passengers/making-complaint-about-your-train-company#:~:text=The%20Rail%20Ombudsman%20is%20a,upon%20the%20train%20service%20provider
Basically go to the Rail Ombudsman.
I'd threaten the train operator with going to the Ombudsman and the ORR if they don't sort thing pronto
Good luck Matt.
Yep! 4:30 out of Euston