“I was frightened and in pain,” said a woman who was left “stranded” by Great Western Railway after her connecting train was cancelled.

Janet Frost, 71, was travelling from Devon back to her home in Didcot on May 14 this year when her connecting train from Paignton to Newton Abbot was cancelled.

She was due to get a direct train from Newton Abbot back to Didcot but due to the cancellation she ended up having to travel on three different trains and pay £100 for a taxi.

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Instead of getting home at 11pm, Mrs Frost, who suffers from chronic obstructive pulmonary disease and sciatica, didn’t get in until almost 3am after causing her daughter to worry as her phone had also died.

Now the retired railway worker, who travels for free, wants compensation for “the pain, fear and lack of help” she received.

“I was left stranded in Devon,” she said. “The fiasco which followed left me eventually alone outside Swindon station in pouring rain long after it was locked up and deserted - I was soaked, very cold, in a lot of pain, and unable to take medication.”

After her connecting train was cancelled, Mrs Frost was advised to travel on a later journey to Newton Abbey to catch a train to Exeter for 9.30pm.

From there, she took another train to Bristol Temple Meads where she changed over and caught a train to Swindon for about 12.45am.

She was told when she arrived, a taxi would be waiting for her but it never came.

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“It was tipping with rain,” she said. “I approached every taxi but none were for me as I had been assured it would be.

“Two last cars, who had not been ordered for me, came in looking for late fares. Feeling very cold, unwell and frightened, I asked one if he would take me to Didcot - he refused and drove off.

“I approached the second car who said he’d drive to Didcot but only if I paid £100 in cash in advance.

“I pointed out I didn't have that sort of cash on me. He said he would drive me to a cashpoint on an all-night petrol station.

“I was frightened about getting in the car but I had no choice - I couldn't see any other way round the situation.

“I arrived home after a horrendous drive shortly before 3am, literally sick with pain and fear for my safety.”

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After several weeks of complaining to the railway service, Mrs Frost was refunded the £100 paid to the taxi.

A spokesperson for Great Western Railway said: "We're really sorry the customer has had such a poor experience. In similar situations we would offer some complimentary tickets as a gesture of goodwill but she already has a free rail travel pass. 

"As a way of saying sorry we will pop a hamper in the post and hope to be able to welcome her back on board soon."

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Read more from this author

This story was written by Gee Harland, she joined the team in 2022 as a senior multimedia reporter.

Gee covers Wallingford, Wantage and Didcot.

Get in touch with her by emailing: Gee.harland@newsquest.co.uk

Follow her on Twitter @Geeharland

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