Description
Jono Candlish-Wilson
On the 2nd of september my partner and I went to catch the 5.30 from aberystwyth to shrewsbury on the way to manchester.
The train was delayed by over an hour.
When we boarded the train at around 18.50 we were told it would go to shrewsbury. Instead it terminated at Machynlleth.
In Machynlleth we waited 20 minutes for a coach. The coach stopped for around 20minutes in welshpool for no reason as there weren't actually any passengers getting off there. The driver decided to wait around there for these 20 minutes and loads of the passengers went off to buy chips/go to the pub and as a result we missed the next train from Shrewsbury.
We waited a following hour in Shrewsbury in order to catch what was by then the last train to manchester. There was nobody around in the station to get any further information from and it was very cold and uncomfortable.
When we finally got to Manchester at midnight we had missed the last bus home (which would have been free due to our bus tickets) and had to pay for a taxi instead which cost us a further £12.
I suffer from type 1 diabetes and beacause of the long journey was unable to access my slow release insulin until late that night and as a result my blood sugars for the following day were disrupted.We were also extremely tired at work the next day.
I would like a refund foe our tickets as compensation for the extreme inconvenience that resulted from this journey. I would also like a refund on our taxi costs. I took the train believing that it would be more relaxing than driving down an idea that I was forced to reconsider!!
Thank you for your understanding.
[TICKET AND PERSONAL DETAIL REDACTED BUT SENT TO OPERATOR]
Problem History
- 1 Jono Candlish-Wilson reported the issue on FixMyTransport. close 23:10 21 Sep 2012 #
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2
Jono Candlish-Wilson wrote to Arriva Trains Wales
close
23:10 21 Sep 2012
#
Here is the letter that Jono Candlish-Wilson wrote.
Terrible train service Aber-Manchester
On the 2nd of september my partner and I went to catch the 5.30 from aberystwyth to shrewsbury on the way to manchester.
The train was delayed by over an hour.
When we boarded the train at around 18.50 we were told it would go to shrewsbury. Instead it terminated at Machynlleth.
In Machynlleth we waited 20 minutes for a coach. The coach stopped for around 20minutes in welshpool for no reason as there weren't actually any passengers getting off there. The driver decided to wait around there for these 20 minutes and loads of the passengers went off to buy chips/go to the pub and as a result we missed the next train from Shrewsbury.
We waited a following hour in Shrewsbury in order to catch what was by then the last train to manchester. There was nobody around in the station to get any further information from and it was very cold and uncomfortable.
When we finally got to Manchester at midnight we had missed the last bus home (which would have been free due to our bus tickets) and had to pay for a taxi instead which cost us a further £12.
I suffer from type 1 diabetes and beacause of the long journey was unable to access my slow release insulin until late that night and as a result my blood sugars for the following day were disrupted.We were also extremely tired at work the next day.
I would like a refund foe our tickets as compensation for the extreme inconvenience that resulted from this journey. I would also like a refund on our taxi costs. I took the train believing that it would be more relaxing than driving down an idea that I was forced to reconsider!!
Thank you for your understanding.
[TICKET AND PERSONAL DETAIL REDACTED BUT SENT TO OPERATOR]
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3
Peter Dixon commented
close
15:44 22 Sep 2012
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Hello Jono
I am one of the FixMyTransport Volunteers. I have reviewed your campaign and I would like to inform you of the following.
I have redacted your ticket details and personal details from your FixMyTransport page.
Unfortunately, Arriva Trains Wales have been very reluctant to engage with FixMyTransport and will over the next few days send you a message stating that. Due to the time constrained nature of this issue (28 days), I would like to take this opportunity to advise you to contact them directly through one of the options listed on their website.
http://www.arrivatrainswales.co.uk/ContactUs/
I am sorry for the issues this causes. Please do come back and keep us updated with regards to your issue.
Kind regards
anorakadmin -
Thank you for contacting Arriva Trains Wales. Your message has
been received and assigned the reference number ATW-120921-7RD.
Our usual target response time is ten working days, and we aim
to provide you with a full reply within this timescale. If you
have any queries in connection with your case, then please
contact us on 08456 061 660. We're open between 8am and 8pm
Mondays to Saturdays, or 11am until 8pm on Sundays.
Please note that our role is primarily to investigate and
respond to comments, complaints and suggestions regarding Arriva
Trains Wales services. If you are planning a journey and need to
find out times and fares, or to check if there is any disruption
to services, please visit [1]www.arrivatrainswales.co.uk
or [2]www.nationalrail.co.uk.
Yours Sincerely
Customer Relations
Arriva Trains Wales
Diolch am gysylltu â Threnau Arriva Cymru. Mae’ch neges wedi
cael ei derbyn a rhoddwyd iddi’r rhif cyfeirnod ATW-120921-7RD.
Deg diwrnod gwaith yw’r amser ymateb rydym yn anelu ato fel
arfer, a’n nod yw rhoi ateb llawn i chi cyn pen y cyfnod hwn. Os
oes gennych unrhyw ymholiadau ynglŷn â’ch achos, cysylltwch â ni
ar 08456 061 660. Rydym ar agor rhwng 8am ac 8pm o ddydd Llun i
ddydd Sadwrn, neu rhwng 11am ac 8pm ar ddyddiau Sul.
Nodwch mai ein swyddogaeth yn bennaf yw ymchwilio ac ymateb i
sylwadau, cwynion ac awgrymiadau am wasanaethau Trenau Arriva
Cymru. Os ydych chi’n cynllunio taith ac angen cael amserau a
chostau tocynnau, neu holi a oes unrhyw darfu ar wasanaethau,
ewch i [3]www.arrivatrainswales.co.uk
neu [4]www.nationalrail.co.uk.
Yn gywir
Cysylltiadau Cwsmeriaid
Trenau Arriva Cymru
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References
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1. http://www.arrivatrainswales.co.uk/
2. http://www.nationalrail.co.uk/
3. http://www.arrivatrainswales.co.uk/
4. http://www.nationalrail.co.uk/ -
Link: [1]File-List
Link: [2]Edit-Time-Data
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Mr Jonathan Candlish-Wilson
10 October 2012
Your Case Reference: ATW-120921-7RD
Dear Mr Candlish-Wilson
Thank you for your e-mail which has been received via
FixmyTransport.com.
Receiving feedback from our customers is important to us, and I
am grateful for you taking time to report these issues. However,
we would ask any customer wishing to log an issue with us to
make direct contact with us, rather than submit it to us via a
third party.
Our e-mail address is
[email address].
We look forward to hearing from you in due course.
Yours sincerely
Jeff Ireland
Customer Relations Advisor
Arriva Trains Wales
Tel 08456 061 660
E-mail [email address]
Web www.arrivatrainswales.co.uk
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6
Paul Hollinghurst commented
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17:56 10 Oct 2012
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Jono,
Sorry to see Arriva Trains Wales have chosen not to correspond through FixMyTransport so you will have to contact them directly instead.
Their contact details are here:
http://www.arrivatrainswales.co.uk/ContactUs/Paul (FixMyTransport Volunteer)
anorakadmin -
Thank you for contacting Arriva Trains Wales. Your message has
been received and assigned the reference number ATW-121010-7K1.
Our usual target response time is ten working days, and we aim
to provide you with a full reply within this timescale. If you
have any queries in connection with your case, then please
contact us on 08456 061 660. We're open between 8am and 8pm
Mondays to Saturdays, or 11am until 8pm on Sundays.
Please note that our role is primarily to investigate and
respond to comments, complaints and suggestions regarding Arriva
Trains Wales services. If you are planning a journey and need to
find out times and fares, or to check if there is any disruption
to services, please visit [1]www.arrivatrainswales.co.uk
or [2]www.nationalrail.co.uk.
Yours Sincerely
Customer Relations
Arriva Trains Wales
Diolch am gysylltu â Threnau Arriva Cymru. Mae’ch neges wedi
cael ei derbyn a rhoddwyd iddi’r rhif cyfeirnod ATW-121010-7K1.
Deg diwrnod gwaith yw’r amser ymateb rydym yn anelu ato fel
arfer, a’n nod yw rhoi ateb llawn i chi cyn pen y cyfnod hwn. Os
oes gennych unrhyw ymholiadau ynglŷn â’ch achos, cysylltwch â ni
ar 08456 061 660. Rydym ar agor rhwng 8am ac 8pm o ddydd Llun i
ddydd Sadwrn, neu rhwng 11am ac 8pm ar ddyddiau Sul.
Nodwch mai ein swyddogaeth yn bennaf yw ymchwilio ac ymateb i
sylwadau, cwynion ac awgrymiadau am wasanaethau Trenau Arriva
Cymru. Os ydych chi’n cynllunio taith ac angen cael amserau a
chostau tocynnau, neu holi a oes unrhyw darfu ar wasanaethau,
ewch i [3]www.arrivatrainswales.co.uk
neu [4]www.nationalrail.co.uk.
Yn gywir
Cysylltiadau Cwsmeriaid
Trenau Arriva Cymru
show quoted sections
References
Visible links
1. http://www.arrivatrainswales.co.uk/
2. http://www.nationalrail.co.uk/
3. http://www.arrivatrainswales.co.uk/
4. http://www.nationalrail.co.uk/ -
Link: [1]File-List
Link: [2]themeData
Link: [3]colorSchemeMapping
Mr Jonathan Candlish-Wilson
05 November 2012
Your Case Reference: ATW-121010-7K1
Dear Mr Candlish-Wilson
Thank you for contacting us regarding your journey between
Aberystwyth and Manchester Piccadilly on 2 September 2012.
I was very sorry to learn of the delay and disruption you had
suffered. Unfortunately the delay and cancellation was as a
result of an attempted suicide at Borth. The inward working of
your train was late because it was not permitted to go past the
scene until the police gave the go ahead. As this incident was
ongoing for a long period of time, the train was severely
delayed as a result.
Due to the constraints of single line working along this route,
the train was terminated. I am sorry that it took a while to
source road transport for your onward journey and although I am
unable to give a reason for why the driver waited for twenty
minutes before departing Welshpool, it would probably be due to
waiting passengers from another service.
As stated in our PassengerÂ’s Charter, train operators are not
liable for claims when the delays are caused by matters outside
of the rail industries control, as this incident clearly was.
However I appreciate that your journey was far from pleasant and
I would like to offer you some compensation. Unfortunately I am
unable to view your tickets by the numbers you have provided and
would therefore ask that you forward these to me at your
earliest convenience. Please also forward your taxi receipt if
you have this. Details of the address are found below and please
could I ask that you quote your reference number when
responding.
I look forward to hearing from you in due course and in the
meantime my apologies to you both.
Yours sincerely
Diana Bentley
Customer Relations Advisor
Arriva Trains Wales
Tel 0845 6061 660
E-mail [email address]
Web www.arrivatrainswales.co.uk
Address St MaryÂ’s House, 47 Penarth Road, Cardiff, CF10 5DJ
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1. file:///tmp/c54d26ca-36cf-4cdf-a85e-fe64b7eec4e9_files/filelist.xml
2. file:///tmp/c54d26ca-36cf-4cdf-a85e-fe64b7eec4e9_files/themedata.thmx
3. file:///tmp/c54d26ca-36cf-4cdf-a85e-fe64b7eec4e9_files/colorschememapping.xml -
Link: [1]File-List
Link: [2]themeData
Link: [3]colorSchemeMapping
09 December 2012
Your Case Reference: ATW-121010-7K1
Dear Mr Candlish-Wilson
Thank you for providing a scanned copy of your tickets.
To enable me to send compensation to you please can you provide
details of your address.
Many thanks.
Yours sincerely
Diana Bentley
Customer Relations Advisor
Arriva Trains Wales
Tel 0845 6061 660
E-mail [email address]
Web www.arrivatrainswales.co.uk
Address St MaryÂ’s House, 47 Penarth Road, Cardiff, CF10 5DJ
show quoted sections
References
Visible links
1. file:///tmp/a331762d-2f6c-4c42-bf2d-ece0db2b15b1_files/filelist.xml
2. file:///tmp/a331762d-2f6c-4c42-bf2d-ece0db2b15b1_files/themedata.thmx
3. file:///tmp/a331762d-2f6c-4c42-bf2d-ece0db2b15b1_files/colorschememapping.xml
Problem Reporter
