Ferry left without passengers

[Greentea]

An elderly relative of mine book train and ferry to Ireland via Hollyhead.

She got all relative train connections as quoted on tickets

 

when she got to Holyhead the ferry had left without her.

The customer service at ferry port said it was train fault.

She been in contact with customers services at Irish Ferry port

and they also said it not their fault

and she is responsible for making it on time to get ferry out

she and other passagers had got off train and went to ferry port to find check in had closed.

 

Surely the ferry should not have left without all passengers and train should have infromed them there were passengers on train for ferry.

 

Irish ferries were not concern and said it was her fault for not making it on time.

They seem not to want to take any responsibility for passagers once fare been paid.

 

This meant waiting at ferry port for hours and longer on ferry time on ferry 2 hrs extra.

 

Any suggestion go forward with compaint would be appreciated.

[disgruntled2007]

What time was the scheduled crossing departure? What time did check-in close? What time was the ticketed arrival time of the train? What time did the train actually arrive?

[Greentea]

As soon as she got off the her schedule train at ferry port she went to check in but it was closed.

The ticket was combind one with schedule with 2 changes which she got well within time.

 

The ferry company are they are only responsibe for sailing not for trains getting in on time.

Not sure if train was late or ferry left early.

 

If train was late it would have been no more than minutes.

She was left waiting at ferry port for hrs until next sailing

which took hours longer than the Swiff she was booked on

therefore had extra expense at other end ie taxi fares.

 

She sent all relevant info to complaints office in Diblin but it seems they do not want to know

[disgruntled2007]

You didn’t actually answer a single question.

[Greentea]

Sorry it been a long day and I am in middle of ascertain full details will post tomorrow. T:oops:

[honeybee13]

Thread moved to the main holidays forum.

 

HB

[Greentea]

You didn’t actually answer a single question.

 

First part of train journey was with Virgin to Crew & from there on it was with West Cost trains that is the company fare was paid to on card statement

 

she is going to contact them to get exact time it arrived at Holyhead on 12th Oct.

 

According to Irish Ferries Customer services at Dublin saling was took off at 11.50.

 

Irish Ferries says not responsible and it up to customers to make it on time for sailing.

 

I feel whole thing was misleading

 

no one wants to take responsible for not been given incorrect information at Euston Station for combine tickets to Dublin Ferry port.

[BazzaS]

DG2007 noted the lack of information on which to base a reliable response:

 

You didn’t actually answer a single question.

 

So, in reply we get:

First part of train journey was with Virgin to Crew & from there on it was with West Cost trains that is the company fare was paid to on card statement she is going to contact them to get exact time it arrived at Holyhead on 12th Oct. According to Irish Ferries Customer services at Dublin saling was took off at 11.50. Irish Ferries says not responsible and it up to customers to make it on time for sailing. I feel whole thing was misleading no one wants to take responsible for not been given incorrect information at Euston Station for combine tickets to Dublin Ferry port.

 

Yet, the questions previously asked were:

What time was the scheduled crossing departure? What time did check-in close? What time was the ticketed arrival time of the train? What time did the train actually arrive?

 

Still, being told the time it actually departed is a bit like “the scheduled departure time”.

I was going to say “one question out of four answered isn’t too bad!”, but let’s make that a half an answer out of four.

 

Carry on directing your ire at the ferry company, Virgin / West Coast and the staff at Euston.

Meanwhile, if you want useful advice on who to focus your complaint on, you’ll need to actually answer the (reasonable!) questions asked.

Otherwise: it’s guesswork.

[Greentea]

Found out today ticket should not have been sold and need go make complaint to Virgin.

[ericsbrother]

was it a guaranteed connection- very few are these days but worth trying to find out

[Greentea]

Found out virgin says it arriva fault as they did not updated their system and virgin past complaint on to them, but last part of train journey was with west coast train not arriva. Don't know how arriva comes into it now. Apparently train got into port same time as ferry gate closed. Not sure about guaranteed connection but feel it’s relevant tho..

[ericsbrother]

if it was a guaranteed connection then if the train doeant make it and the ferry has gone them the train co pay you. Simple as. The alternative is the ferry has to wait for the train and as they didnt theh they pay.

If not a guaranteed connection then the reimbursement rules for late trains apply, regardless of the consequences of the late train.

[Greentea]

Been sent all around the place, not sure what they are playing at,

 

they now they have inclusded some details to Transport Focus to help resolve issues.

 

Said reason their name was on bank statement Arriva use to sell ticket to public and they are company that is responsible for the matter.

 

Could not make it up!!

 

Does anyone know the name of CEO of virgin or should I sent to Richard Branson ?

 

Seems they want to wash their hands of it, but I will make sure thats not going to happen...

[Surfer01]

Was the train late or did it arrive at the correct time? In this case you may not be able to blame the ferry company if they sailed on time as people on board may have to catch connections in Ireland. If you paid by CC, then maybe you cna claim back due to breach of contract?

[Migster]

Presumably she got the 07:35 from Euston, with changes at Crewe and Chester, arriving Holyhead at 11:20.

 

The sailing was at 11:50, but the Irish Ferries website states that check-in closes 30 minutes before departure, which would therefore fit with what you have now been told i.e. "Apparently train got into port same time as ferry gate closed."

 

Sounds as though she was simply on the wrong train to catch that ferry, so unless she was advised to catch this particular train by Virgin or Irish ferries, I'm not you'll get very far with your complaint.