Andrew B

@iainronsaunders @GrumpyGit1960 @Michael17721332 @GNRailUK @DanielZeichner @TransportFocus The obvious fix is if the system detects a high number of claims, it automatically refers the claim to customer services, instead of rejecting and telling the passenger to contact customer services themselves. This allows the same checks but with less annoyance to the passenger.

@GrumpyGit1960 @Michael17721332 @GNRailUK @DanielZeichner @TransportFocus I get that. And I get that there needs to be safeguards. But the company also knows their service has been utter toilet this past month and so should expect claims from registered season ticket holders who they can see are using the gates every day.

The @GNRailUK service has been awful the last month. I have claimed ‘Delay Repay’ for all the issues faced . They have started automatically rejecting my claims when they know how bad their service has been. Disgusting. @DanielZeichner @TransportFocus

@greateranglia A tiny suggestion to improve customer service: if there have been no trains to a station for 1.5 hours (e.g. 11pm yesterday at Ely, northbound), then when one does arrive, open the ticket barriers and don't make four trainloads of people queue to leave the station.

@GNRailUK Exactly what congestion would you have been trying to avoid? There was only one other train on this line all evening after 21:40!

@ajb323 This could have been for an operational reason to get some stock back to where it needed to be to ensure no further congestion or disruption affected further services. We apologise for the inconvenience to your journey ^Scottie

@GNRailUK Is it normal for you to cancel four trains in a row (from Cambridge North to Ely), not provide replacement buses, and then rub it in to the people who are sitting on the platform getting bored by running a train to King's Lynn non-stop through the station?

@GNRailUK Oh, and part 4: you completely ignored the part of my question about the train to King's Lynn that ran non-stop through CMB. Why was that?

Hi. These cancellations have been in effect and in journey planners since this morning, unfortunately this is due to the ongoing and advertised issues. We have ticket acceptance in place, and should you not be able to use the existing ticket acceptance we will happily book you a taxi to Ely. Please let us know what you would like to do ^Scottie

@GNRailUK 3/3 I'm home now after waiting for that 23:00 train. The staff at CMB couldn't book a taxi that would take bikes. Would you have been able to do so? That's why I asked about buses, since coach drivers will usually let bikes go in the luggage compartment if there is enough space.

@GNRailUK 2/3 Have you even bothered to look at the timetable before suggesting ticket acceptance? How many non-Great-Northern trains run from Cambridge North to Ely between 21:40 and the end of the day? (I'll save you the effort, the answer is one, at 23:00).

@GNRailUK 1/3 The cancellations have not been in journey planners since this morning, don't lie. I checked the outward and return journeys on National Rail Enquiries before leaving home at 17:30, and no cancellations were shown.

@grecian10681068 @GWRHelp It lost its path due to the points failure and then regularly got stuck behind slower trains. 6A50 just before Reading, 1O40 before Westbury, and I'm sure there was another but I've forgotten where. I thought the on-board announcements at the time explained it pretty clearly.

@GWRHelp I appreciate the initial delay was a points failure, but a further 23 minutes was then lost between Exeter and Reading, where there WASN'T a points failure.

@GWRHelp . As a former railwayman I understand that when a train suffers an initial delay it become difficult to haul back time , but today the 1A78 left Plymouth on time at 09.15 , departs Exeter 19 late ,then arrives into Reading 42 late . How ?

@gnrailuk @greateranglia Why don't you put info about dividing trains on the CBG departure boards any more? For KLN trains on platform 4 (e.g. 18:18), people naturally get on at the back if they don't know it's dividing. So much time is then wasted moving them all to the front.

@johnlm20 @GNRailUK Yes. There is a website brfares.com which tracks all possible fares and how they've changed over time. If you open its dropdown menu for "Fares Period" you can see dates when fares have been changed. Of course not every fare is changed for every date range it shows.

@ajb323 @GNRailUK Thanks. O that means we can get increases anytime they want, like even every few months?

@GNRailUK hello, I noticed last weekend that a super off-peak day travelcard from WGC to London went up from 13.45 to 13.95 (using railcard discount). When did this increase happen? I thought fares are increased once per year?

@johnlm20 @GNRailUK Reviews of *regulated* fares happen annually and are determined by inflation. Non-regulated fares, which includes super-off-peaks, can change more often and they're not required to pre-announce changes, but they could choose to do so. I think the fact they didn't is very telling.

@GNRailUK but the reviews are not happening every March? and was there any announcement about this "sneaky" increase?

@GWRHelp @Simply_Tash That's the wrong answer, if the travelcard is only up to zone 5 then you'd need to buy a ticket from the last station in zone 5 (i.e. from Hayes and Harlington), not from a station in zone 6.

@Simply_Tash Hi there, yes I can confirm you can do this. - Naomi

@GWRHelp hi, if i need to travel paddington to maidenhead but have a oyster travelcard for zones 1-5, can i then just buy a ticket for west drayton (zone 6) to maidenhead?

@raw1001 @greateranglia Sounds like they got confused between delay repay and a refund. Refunds are for unused tickets and they're allowed to take an admin fee. Delay repay is for a used ticket with a delay and they can't take any fees. If you claimed delay repay and they took an admin fee, complain.

@greateranglia what a waste of effort. Trains cancelled for two hours and you deduct £10 admin from my £11.50 delay repay claim. Good customer service or shambles. 🤔

@GNRailUK @finkyjd @TLRailUK That's wrong, off-peak from KGX-KLN starts at 09:30. The real reason you're seeing the anytime ticket is because you're searching for a single, not a return. On weekdays there have never been off-peak singles, only anytime singles (£45.60) or off-peak returns (£47.30).

@finkyjd @TLRailUK Hi there, this ticket is not off peak as you are travelling within London before 10.00 ^Ben

@GNRailUK have you stopped doing off peak tickets for KGX-KLN? Trying to buy for a 942 train & the only ticket u offer is an Anytime Day which is valid at Peak too? @TLRailUK site today. Pls help

@GNRailUK @stuartgoodwin I disagree with your explanation. The second journey is being quoted at the off-peak price instead of the super-off-peak. The super-off-peak is a "weekend only" ticket, so I'd guess that the journey planner thinks it stops being valid at 2359 on Sunday, not at the end of service?

@stuartgoodwin Hi there, the second journey is a slightly different service and a longer journey, as this is a different "stopper service" the price is slightly more ^Scottie

@GNRailUK On National Rail, searching for SDY > KGX returns today produces a diff price compared to a search for the same journey returning post-00.00 (ie the Mon 00:32). The higher price remains if you search for the latter then hit “view earlier trains” and take times pre-00.00

@toastiegirl26 @thetrainline @GNRailUK If a delay or cancellation of one train causes you to miss a booked connection, you're automatically allowed to just use the next train (of the same train company) instead. No need to pay for a taxi yourself (unless arriving on time is critically important to you, of course).

@thetrainline First leg of my journey on @GNRailUK has been cancelled and I wasn’t notified whatsoever, only when I checked my app to see less than 2 hours before! Now have had to book a taxi out of my own pocket so I don’t miss my connecting journeys. Terrible service.

I don't think @greateranglia staff should be out of pocket, even by 10p, as a result of your failure to provide adequate ticket selling facilities to passengers (either open ticket offices, or reliable ticket machines). 4/4

I thought that this money would have been from the ticket office till, or petty cash, or similar, but afterwards the staff member told me it was their own money! I assume you'll be able to find the staff member and reimburse them? 3/4

@greateranglia This morning I arrived at Ely station with the exact money to buy my ticket, in change. The ticket office was closed (as seems to be normal nowadays) so I used a ticket machine, but it didn't register one of the 10p pieces that I put into it. 1/4