Quite An Achievement In 5 Months.....
News5 mins ago
1 hell of a journey!
I was so disappointed about my train (arriva) journey i went on 2 attend a funeral, i ad 2 stand up holding a flowered reef in between carriages swash by people 4 1 solid hr! Then the last train home was at 10:33 I was at the door of the train pressing the button to broad at 10:32 I was refused on and the driver of the train starting laughing shaking his head waving as he drove away. After that there were no trains to my desternation until 5 in the morning, bearing in mind I have 3 young children at home waiting 4 my return 1 child having epilepsy, I had no where to go therefore I had 2 sleep on the station. Should I put a complate in and ask 4 a refund?
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I used to run a rail station (not for Arriva). If a train is scheduled to depart at 2233, the rule is that the wheels should actually be moving at 22:33:00. That means that the doors should be closed shortly before that. Different operators have different rules. (Even a single operator might operate slightly different policies at different stations, because of varying passenger volumes). At the station I ran, the doors could have been closed at 22:32:30 but must have been closed by 22:32:40. At other stations (and with other operators), doors can be closed up to 60 seconds prior to departure.
Once the doors are closed, train crew are always instructed that they must not be opened again, prior to the train's departure, except in an emergency. I've known train crew to open the doors for a late passenger and, as station supervisor, I've occasionally given the signal for this to happen myself but rail staff who open the doors, after they've been closed for departure, face the risk of disciplinary action. (A colleague of mine once held a train for 2 minutes to assist connecting passengers. The train missed its 'slot' in the rail system and arrived quite late into its destination. Because it was running 'off schedule' it delayed other trains which, in turn, caused further delays. Our train then left late on its next journey, with further 'knock on' problems. Our company had to pay for all of the 'delay charges', resulting in a �5000 bill because of an initial 2 minute delay).
If you complain to Arriva, they'll consult the Network Rail computerised record system to see if the train left early. (There are actually two independent systems and they'll check the times on both). If it did (even by a minute), you'll get a refund and (hopefully) compensation for your inconvenience. If not, you're probably not entitled to anything but Arriva might make an 'ex gratia' payment anyway. So it's worth a try.
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Once the doors are closed, train crew are always instructed that they must not be opened again, prior to the train's departure, except in an emergency. I've known train crew to open the doors for a late passenger and, as station supervisor, I've occasionally given the signal for this to happen myself but rail staff who open the doors, after they've been closed for departure, face the risk of disciplinary action. (A colleague of mine once held a train for 2 minutes to assist connecting passengers. The train missed its 'slot' in the rail system and arrived quite late into its destination. Because it was running 'off schedule' it delayed other trains which, in turn, caused further delays. Our train then left late on its next journey, with further 'knock on' problems. Our company had to pay for all of the 'delay charges', resulting in a �5000 bill because of an initial 2 minute delay).
If you complain to Arriva, they'll consult the Network Rail computerised record system to see if the train left early. (There are actually two independent systems and they'll check the times on both). If it did (even by a minute), you'll get a refund and (hopefully) compensation for your inconvenience. If not, you're probably not entitled to anything but Arriva might make an 'ex gratia' payment anyway. So it's worth a try.
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I remember nationalised rail very well - the rolling stock was awful and for years there were endless strikes. My rose tinted hindsight spectacles do not manage to obliterate that memory, nor how stroppy staff insisted things go in the baggage carriage from where it was stolen. Government operation is no guarantee that things run correctly. I support the suggestion that you consider formally complaining. Find out the details of the complaints procedure and get someone to write a well constructed letter to them for you. My advice would be not to go in guns blazing with lots of bravado but to politely describe what happened, tell of your disappointment and the consequences of having not got on the train. Then ask them to check their records and any CCTV footage that would show how you were trying to get on the train. Finally, ask them compensate you within the procedure. It would not hurt for you to have in mind what you feel is a reasonable award - do not try to make a gold mine out of this, just be realistic. If they offer more be happy, if they offer less carefully consider if there is anything else you can do. The Citizens' Advice Bureau might be a good place to start in order to get guidance on how to proceed.
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