Avanti West claim process?

philstanbridge

philstanbridge

philstanbridge

Man of Honour
Joined
18 Oct 2002
Posts
8,518
Location
West Coast of Scotland
Has anyone successfully claimed for compensation from this company? We had a disastrous train journey back from London to Scotland in October and we ended up having to get a taxi from the Lake District at midnight. We were told we could claim for a percentage of the train fare. But they make it near impossible to do. We eventually filled out the necessary online forms but we never heard back. So I need to chase them, but trying to prove that is nigh on impossible.
 
Did you follow up with their complaints procedure? It took me about 4 months of waiting, in the end I did a section 75 with CC company providing them with everything required to get a full refund. I also ended up with over £100 of vouchers from them to use on other train journeys.
 
Not yet no, I’ve taken over the process from my wife who is stressed to the eyeballs.

My concern is if it’s an online form and we’ve no acknowledgment how can we prove we applied for compensation before the expiry date?
 
philstanbridge said:
Not yet no, I’ve taken over the process from my wife who is stressed to the eyeballs.

My concern is if it’s an online form and we’ve no acknowledgment how can we prove we applied for compensation before the expiry date?
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You can do a DSAR if you really needed to prove that, as you have to put your personal details in, so that would prove you did it. I ended up calling their head office and speaking with a lady who dealt with my complaint and found the original claim.
 
Diddums said:
Whatever you do, don't give up. They're deliberately making it as difficult as possible in the hope that you give in, just keep at it. I'd even get their CEO on blast:


I absolutely detest companies that do this and will deliberately make as much noise as I can. Don't try and outpetty me, you will not win.
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Absolutely, I'm currently doing the same with Dart charge, as their online system is awful and nobody knows what they're doing at the call centre. Phoning them once a week at the moment when I've got a few minutes spare, just to waste their time. Going to start issuing invoices soon I think, they probably won't pay them but someone still has to deal with the admin :D

West Midlands railway are the same, they deliberately make it as awkward as possible to claim, but I make a point of doing so and chasing up every single claim and appealing any they reject :p
 
Haggisman said:
Absolutely, I'm currently doing the same with Dart charge, as their online system is awful and nobody knows what they're doing at the call centre. Phoning them once a week at the moment when I've got a few minutes spare, just to waste their time. Going to start issuing invoices soon I think, they probably won't pay them but someone still has to deal with the admin :D

West Midlands railway are the same, they deliberately make it as awkward as possible to claim, but I make a point of doing so and chasing up every single claim and appealing any they reject :p
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Never underestimate the power of a bored, petty person. I will drag things like this out for months if I have to, it could be a penny for all I care, if a company is deliberately making things like this difficult I will do it purely out of principle. The reason these companies do it is because they get away with it, if everyone dug their heels in and said "**** you, do your job" they'd soon learn. But we have a society full of people trying to be polite and not be a nuisance.
 
Yeah I claimed recently for a late arrival from Reading to Manchester Piccadilly. Uploaded my tickets and they paid within a week, I was very surprised!
 
Diddums said:
Never underestimate the power of a bored, petty person. I will drag things like this out for months if I have to, it could be a penny for all I care, if a company is deliberately making things like this difficult I will do it purely out of principle. The reason these companies do it is because they get away with it, if everyone dug their heels in and said "**** you, do your job" they'd soon learn. But we have a society full of people trying to be polite and not be a nuisance.
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Exactly, I'm losing nothing by making a hands free call while I'm doing the washing up or some cleaning (if anything it helps alleviate the boredom) but they need to pay someone to take that call ;)
 
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