Delay Repay Delay

bfreeman0

Late last month there was an issue with my train due to a storm knocking down lines the previous day. I finally got to work half an hour late (journey was delayed an hour). I applied for the compensation and was told it would take 21 days to investigate the claim.


It is 21 days later and I receive a notice saying that my claim has been declined. I check my claim and realised the error (Wrong time). I now have to raise a new claim and wait a further 21 days. Any reason why these claims take so long? I'm sure it only takes 5 minutes to check if its correct.

wealdroam

bfreeman0 wrote: »

Late last month there was an issue with my train due to a storm knocking down lines the previous day. I finally got to work half an hour late (journey was delayed an hour). I applied for the compensation and was told it would take 21 days to investigate the claim.


It is 21 days later and I receive a notice saying that my claim has been declined. I check my claim and realised the error (Wrong time). I now have to raise a new claim and wait a further 21 days. Any reason why these claims take so long? I'm sure it only takes 5 minutes to check if its correct.

How many people on your train? A few hundred?
let's say two hundred.

How many trains delayed? A couple of dozen?
Let's say twenty.

Using your figure of five minutes per claim, that's 333 hours.
Assume a seven hour working day, that's over forty seven working days for one person.

Maybe they have two people doing refunds on a five day week.
That's well over four weeks.

Was yours the only line that suffered in that storm?

Didn't they do well.

bfreeman0

Well if you put it that way. But most companies of their size can turnaround a refund within 7.

wealdroam

bfreeman0 wrote: »

...most companies of their size can turnaround a refund within 7.

'Most companies'? Which companies?

NBLondon

Definitely not SouthEastern...

pleasedelete

They have been very slow recently. I think it is the move from vouchers to cheques.

I put in 7 from 1 week recently. 1 to south eastern and 6 to east coast

the southeastern came in a week. The east coast took up to 6 weeks despite all being submit don the same date. Even better 2 of us were on the same train- I was accepted and 1 declined.