Hi,
I'm pretty shaken up by what's just happened today when Arriva trains Wales refused me and my 2 children (aged 10 and 12) the return journey which we'd started this morning. The conductor refused to let us stay on the train, apparently because of my surfboard. We ended up having to catch a taxi from Borth to Newtown.
At 10am this morning I checked with the conductor on the platform that we could buy the tickets on the train, he directed me to where I could place my surfboard and bought a day-return ticket to Borth to catch some waves. En route, he explained that we would need to change carriage in Machynlleth where the train divides and to carry my board along the platform. At no point did he mention that there might be any restrictions on surfboards and as this was the first time I'd taken it on a train and had previously seen others with boards on trains I had no reason to think there might be a problem.
At 13:43 we boarded the return train in Borth (not overly full) and as I was placing my board in the cycle area where there was plenty of room (just one bike there), the conductor approached me and said: 'We don't take surfboards'. I tried to explain that I had bought a return ticket with my surfboard that morning with no mention of Arriva not taking surfboards but he was immovable even when my 10 year old, visibly distressed, asked: 'How are we going to get home?' 'We don't take surfboards' was all he said, no apology nor willingness to discuss further.
Short of dumping my board, we had no option but to get off. I phoned Arriva customer service whose only suggestion was that I should wait 2 hours for the next train and 'explain' to the conductor what had happened. Considering that was what we'd just done, I rang for a taxi instead having told Arriva that I would be billing them for it. The Customer service crew told me that they had no way of contacting the on-board staff for the later train to intervene on our behalf and that they would not pay for a taxi for us to get home.
I've now looked at the Arriva website and it says there may be restrictions on 'surfboards... that cannot be carried without assistance'. I can easily carry my board and had another bag in my other hand. Even if they do have restrictions surely by selling me, my kids and my surfboard a ticket this morning on behalf of Arriva which I bought in good faith, that's a contract and I could reasonably expect to be able to return. The fact that I was left stranded with children by a (second) conductor who clearly didn't give a fig is pretty shocking.
Any assistance most appreciated, thanks.