Taxi refund with Chiltern Railways ... help!

[londoner122]

A couple of weeks ago a Chiltern train broke down and after several hours we were carried back to Banbury station. On board the guard told us taxis were being organised to take us to our destinations, and he went along collecting numbers and destinations so he could radio these ahead. But when we got to Banbury, no taxis had been arranged and the station staff knew nothing about them (neither did the taxi drivers on the rank). So I gathered up another person heading to Stratford upon Avon and took a cab, paying and getting a receipt at the end. I then called Chiltern and told them, and they told me to send in the receipt and the train ticket, which I did. Now I've got a reply saying that "regrettably" the taxi fare cannot be refunded "as it was not authorised". Never in a million years would I have paid £60 for a cab fare from Banbury to Stratford - and paying for someone else to come along too - had we not been told taxis would be paid for for us. Obviously I'm going to get back to Chiltern again, but does anyone know any good bits of the rail regulations I could quote at them to help? Am also angry that they gave vouchers worth £13 as refund for the £30 ticket that didn't get me anywhere near where I wanted to go.

Thanks in advance!

[Surfer01]

Do you have any proof that the guard told you about taxis to take you to your destination? Seems that you are skating on very thin ice unless you can produce proof. Very annoying I agree.

[londoner122]

Hi Surfer01, thanks for the reply. No - the whole carriage heard it but I didn't take anyone else's details, or ask the guard to sign anything - we all just took his word. In the future I'll know but Chiltern must know it happened, as there was a whole trainful of people left believing in the cabs.

[honeybee13]

Hello there.

 

I'm not one of the rail experts, but something similar happened to my OH a while back. He went to see the guys in the booking office of our local station and they helped him a lot. The organisation of alternative transport was a disaster for him and his fellow passengers as well, although it wasn't Chiltern.

 

I hope you manage to get better treatment than you've had so far. OH and I both think you should persist.

 

My best, HB

[SRPO]

Write to the MD:

 

Rob Brighouse

Chiltern Railways

2nd floor, Western House

Rickfords Hill

Aylesbury

Buckinghamshire

HP20 2RX

 

Dont get fobbed off by the customer services dept.

[londoner122]

Oh SRPO, that's a fantastic idea - I will do that with gusto. Thank you so so much! And honeybee, wonderful to get your support and to know that they may well be hope! Thanks so much.

[rebel11]

Hi londoner

 

Some tips:- http://www.dailymail.co.uk/femail/article-1242161/How--write-letter-complaint.html

 

These guys might provide some help:- http://www.passengerfocus.org.uk/advice-and-complaints/

[londoner122]

Thank you all! I'm now boggling because out of the blue, before I'd written another letter to them, Chiltern Railways customer service just rang me up, said they'd noticed my complaint, were investigating why I wasn't reimbursed and will get back to me within 24 hours "hopefully with an answer you're more happy with". This may well be most amazingly pro-active customer service I've ever come across!

[sailor sam]

The TOC will no doubt have an account with a certain cab firm and someone on the station would need to authorize taxis accordingly. I find it very odd that the staff 'knew nothing about them' in these circumstances. Clearly Chiltern will investigate why their staff were not aware of the breakdown and subsequently that no taxis had been arranged. when they have done that, they should re-inburse you.

 

Please Note

 

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I would always urge to seek face to face professional advice for clarification prior to taking any action.

 

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[Surfer01]

Thank you all! I'm now boggling because out of the blue, before I'd written another letter to them, Chiltern Railways customer service just rang me up, said they'd noticed my complaint, were investigating why I wasn't reimbursed and will get back to me within 24 hours "hopefully with an answer you're more happy with". This may well be most amazingly pro-active customer service I've ever come across!

 

At least it seems something positive!

[londoner122]

Chiltern Railways have now resolved this and, from such an angry start, I've ended up extremely impressed. They've given full explanation of what must have gone wrong and even apologised. So I won't have to abandon Chiltern in favour of National Express coaches which is what I was planning to do!

[honeybee13]

Hello again and thank you for letting us know.

 

I'm pleased for you that you got the right result. Nice to have a good surprise.

 

My best, HB