Transport User Voice May 2023 – Helping passengers

27 April 2023

Frustrated at delays and stranded at the station

Ms U travelled with Avanti West Coast on a number of occasions for work and had often been so delayed she’s needed to change the day of travel to be sure of arriving on time. Ms U made compensation claims via repay delay, but felt the amount given wasn’t enough for the frustration and delay she experienced.

After Transport Focus got involved, Avanti West Coast explained the reasons for the delays that Ms U had experienced, and the background to the amended timetable. Avanti has offered a first-class complimentary return ticket by way of apology.

Tyne and Wear Metro

Mr A contacted us as his train was cancelled. He was stranded at the station and was forced to take a taxi to his destination. Tyne and Wear Metro refused to offer a refund, so Mr A came to Transport Focus.

We appealed and asked Tyne and Wear Metro to consider a refund as there were no other transport options available for Mr A to use. Tyne and Wear Metro agreed to this and confirmed that any alternative public transport had also stopped running. It was happy to arrange a refund for Mr A.

 

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