As a regular rail user whatever you were told by anyone on the end of a phone was probably nonsense.

The phone monkeys generally have no idea of the basics of the National Conditions of Rail Travel, which are the terms and conditions you purchase a ticket under. They tell you what they have been told to tell you.

The sad thing is guards and ticket line staff can also be as badly educated. Public service has been replaced with profit protection.

Edited by daveyjp on 16/12/2019 at 20:58

The OP raises an interesting dilemma.

At present, Greater Anglia has many problems - trains not being detected by signalling equipment, trains with software issues. In short, it's shambolic. Things do go wrong, and it's no different to when the motorway is closed for several hours, but in such case you have the element of control as to accessing other routes. Not always possible using rail.

As these are train-specific tickets,(ie: Advance tickets?) then the OP needs to confirm with someone at Ipswich station that because of the problems, the tickets will be honoured on the 'next available services' and have a note or his tickets endorsed to such effect. But I see he opted for a refund.

It's worth remembering this for future, if you've booked through tickets, and one train is delayed or cancelled, then you are entitled for ticket acceptance on later trains, though any reserved seat wont apply, but get tickets marked by guard/train manger. Call centre staff work from scripts and are detached from the reality on the ground.

National Condition of carriage terms:

30.1. If the train you intended to use is cancelled, delayed, or your reservation will not be honoured, and you decide not to travel, you may return the unused Ticket to the original retailer or Train Company from whom it was purchased, where you will be given a full refund with no administration fee being charged.

Also:

28.2. Where disruption prevents you from completing the journey for which your Ticket is valid and is being used, any Train Company will, where it reasonably can, provide you with alternative means of travel to your destination, or if necessary, provide overnight accommodation for you.

28.3. Where your train is likely to be delayed for more than 60 minutes, you may use your Ticket to make your journey at a later date subject to comparable restrictions on your Ticket. Please refer to your Train Company’s website or contact them directly for details on how to obtain a replacement Ticket.

28.4. In other circumstances disruption to train services may mean that you are entitled to compensation or a refund on your Ticket. Part F explains your rights to refunds and compensation.

28.5. If your train is delayed for more than 60 minutes, your Train Company may, in certain circumstances, provide you with meals and refreshments if they are available on the train or in the station, or can reasonably be supplied, and in reasonable relation to the waiting time.

.....on the same rail subject--has anybody else been inconvenienced by the Railcard website which has been dysfunctional now for several days.

I have only needed to make an important administrative adjustment which the guidelines on the site site do not allow me to do-neither has it been possible to raise a response on the website via their Contact Us form.

Oh well...I'll drive instead

Judging by personal experiences this week on the Thameslink line I have concluded that

1) Any form of unusual (and certainly extreme) weather is 100% bound to foul up the service for extended intervals. Even sunny days can be deemed too hot for the rails.

2) Passengers should utterly ignore platform information boards during periods of disruption.These display delayed trains for long periods until it's "safe" to remove them. They signal trains arriving in one minute which change back to 35 minutes 30 seconds before arrival ( funny?--yes it did happen). They then completely cancel out ,go blank and on return display different -still wrong-information.

3) Do not rely on the train if attempting to arrive at Gatwick for a scheduled flight. It will be delayed, cancelled or worse still stuck in a flood.

I hadn't realised you were so wealthy that you could afford to buy a rail ticket for that journey. It can be cheaper to fly, and many rail company bosses take the plane rather than rail:

https://www.thetimes.co.uk/article/rail-bosses-let-the-plane-take-the-strain-as-trains-are-too-expensive-for-business-travel-qqb3m99dx