Thames Water refuses to pay passengers for burst pipe chaos

Thames Water has refused to compensate rail passengers after a burst water main caused major travel chaos across the South-East this month.

Rail travel was paralysed when the resulting landslide at Croydon blocked tracks to and from Victoria. Many passengers spent hundreds of pounds on taxis trying to get home or get to flights from Gatwick and Heathrow.

Caroline Pidgeon, leader of the London Assembly's Lib-Dem group and the transport committee, wrote to Thames Water demanding to know what compensation was being paid - and if not, why not.

Bob Collington, director of asset management for Thames Water, replied: "Whilst I sympathise ... I must inform you that we are not liable for any costs that have been incurred." He added: "I am sure you will appreciate we are unable to predict when or where a burst main may occur."

Ms Pidgeon responded: "Thames Water should stop playing legal games and accept that they were responsible for the havoc faced by thousands of passengers.

"As a direct result of their water burst many people had to take expensive taxi journeys simply to get home or to travel to Gatwick Airport. Thames Water must offer compensation to Network Rail and the train operating companies. They in turn should offer compensation to their passengers."

Passengers can claim refunds from the train operating companies, but only for the rail fare. The operating companies affected - Southern, Gatwick Express and First Capital Connect - then claim compensation from fare and taxpayer-funded Network Rail, which is preparing a claim for "millions of pounds" from Thames Water.

The problem affected about 80,000 people. Thea Savosnick, 35, a student from Norway, was left with a £258 bill for a new British Airways ticket after delays caused her to miss her flight home.

Michelle Connolly, 26, from Raynes Park, was forced to pay £80 for a cab to Gatwick with four friends, only to be stuck in traffic and miss their flight. Aer Lingus refused to move their seats and the women were forced to pay about £1,200 for new tickets.

A Network Rail spokesman said: "We will be looking for recompense from Thames Water for the damage and inconvenience caused to the rail industry and its passengers."