Here is the letter that Stephen Hardwick wrote.

Return journey to Ludlow from Chester

I left Chester on the 8.20 Cardiff train for Ludlow.It arrived pretty much on time & was a comfortable journey.
I returned to the station at approx` 4.00 pm to return to Chester.
Numerous trains which were due to arrive did`nt. At 5.50pm a train arrived.The platform now had several hundred people on it. The guard on the train informed everyone that only the 2 front carriages could be used as the brakes had failed on the other carriages. The train was then overcrowded & there were a lot of unhappy people on the train. After several miles the train stopped for approx 15 minutes.It started again eventually arriving at Shrewsbury at approx` 6.30pm Everyone was told to get off the train.I was told the train was going on to Chester but i could`nt stay on due to the brake problem. As i had just travelled on this train from Ludlow this was a bit of a contradiction.
I got on the Manchester train as instructed to change at Crewe.
It got to Crewe at approx` 7.30. A train to Chester was due at 7.39. It never turned up.I got on the 8.20pm train arriving in Chester at 8.50 pm. I was due t go to a concert in Liverpool -the ticket cost £35.00 But i was too late to attend.
I naturally expect to be compensated for this atrocious service.
An Arriva driver informed me it was due to engine units persistently breaking down
. Stephen hardwick

Hello Stephen

I am one of the FixMyTransport Volunteers. I am sorry to hear about the atrocious journey you had between Ludlow and Chester.

Sadly, Arriva Trains Wales have chosen not to engage with its passengers through FixMyTransport. Unfortunately, you will have to contact them directly through their customer service department whose details are linked to below.

http://www.arrivatrainswales.co.uk/ContactUs/

My advice would be to keep your rail tickets and tell them what date you travelled.

I hope this helps and I am sorry for the inconvenience.

Kind regards

I took the 8.20 am train to Ludlow from Chester. The journey was fine & took approx` 1.hr 20mins. I returned to Ludlow station for the return journey ar approximately 16.00. many trains that were due did`nt show & one eventually came at 17.50. The platform had a large number of people on it due to the lack of trains.
The guard told the passengers they could only use the 1st 2 coaches as the brakes had failed on the rear of the train.Due to this the train was very crowded.
The train went a short distance & stopped for 15 minutes. It then carried on to Shrews bury where all the passengers had to get off.I was told the train was going on to Chester for repairs but i could not stay on it for safety reasons: very strange as this train had just carried 2 overcrowded carriages from Ludlow.
I was advised to get the train to Crewe which I did. I arrived in Crewe at 19.30.
A train to Chester was listed for 19.38. This train did not come. A train to Chester left at 20.20. I arrived at Chester station at 20.50. I was going to a concert in Liverpool that evening but this was not possible due to being delayed.
I expect to be compensated for the dreadful service Arriva provided.
A driver for Arriva informed me the trouble was down to engines continuously breaking down.
yours sincerely Stephen Hardwick.

ps I will send a copy of this to my local MP.

I have complained about the service from Ludlow to Chester on the 8 9 2012.
Delay was around 5 hours.
Stephen Hardwick

How do I get a refund from Arriva?

Stephen,

The Arriva Trains Wales passenger charter can be downloaded from here.
http://www.arrivatrainswales.co.uk/PassengersCharter/
Page 12 is the start of the section about compensation. You will need to send them your tickets and make the claim within 28 days of the journey.

I hope this helps.

Paul (FixMyTransport Volunteer)

Hello Stephen

Unfortunately, Arriva are not engaging through FixMyTransport, therefore, I'd recommend contacting them through the contact details on their website.

I am writing to the new Welsh Minister, and Clwyd West AM David Jones to express my disappointment at their lack of engagement, I'll add your campaign to the list of ones that have had no answer

Good Luck, and let us know how things progress.

Hello Stephen

Unfortunately Arriva Trains Wales have chosen not to correspond with its passengers through FixMyTransport so you will have to contact them directly through their customer service department whose details here:

http://www.arrivatrainswales.co.uk/ContactUs/

Paul (FixMyTransport Volunteer)

Hi,
I`ve received a voucher for £19.00 from Arriva. The ticket i had cost £15.00 so i have been
compensated financially but not for the inconvenience.
In the letter from Arriva it states that the delay was caused by signal failure. this is not true.
The train that arrived late at Ludlow had brake failure.The guard said so at the time.An Arriva
train driver at Crewe Station told me it was caused by engine failures in Wales starting at fishguard & continuing elsewhere. It`s quite insulting to be casually lied to by the person who sent the letter .

Hello Stephen

I am one of the FixMyTransport volunteers.

I am pleased to see that Arriva has compensated you for the delays. If you are unhappy with the response, you can ask Passenger Focus, the rail complaints watchdog to look into it. The complaints form is available on the following link.

http://www.passengerfocus.org.uk/contact/passenger-help#complaint-form

Kind regards

Arriva reimbursed me for the delay
The explanation for the delay was not true;
a train driver on the day told me what the problem was : engines kept breaking down
The letter I received stated it was signal failure.
Thanks for the interest.
Yours sincerely Stephen Hardwick