Frustrated travellers trying to cope with a disrupted service must fight for refunds
Fahd Izbal booked tickets for his train journey from Bridge of Allan, Stirling, to London King’s Cross three months in advance to be on the safe side. On the day, he was at the station early for the first leg of the trip, the 06.01 ScotRail service to Edinburgh. The train never arrived, nor was there any mention of it on the departure board. ScotRail told him that the service had never existed on the timetable and referred him to Virgin East Coast, which had sold him the through ticket. Virgin admitted there was no such train.
Izbal was forced to take a later train, for which his ticket was not valid, and explain himself to the guard. He missed his connection to London and arrived 61 minutes late.