Challenging a National Express Delay-Repay denial through Passenger Focus: success!

jamesbrownontheroad

Just a brief note.

Last month a journey I took from Glasgow Central to Peterborough on board a direct National Express East Coast service that was delayed by 33 minutes (upon arrival at Peterborough) due to major overhead line problems.

I completed the NXEC Delay-Repay form that promises a 50% refund of your ticket for delays of > 30 minutes and 100% if > 60 minutes. However NXEC replied to say that according to their records, the train was less than thirty minutes late.

I disagreed, so contacted Passenger Focus by telephone (0300 123 2350). Their staff took the details quickly and efficiently, and promised a response within a reasonable timeframe.

NXEC wrote back today, apologising that I "had been given cause to escalate [my] complaint to Passenger Focus" and with confirmation that on a second investigation they could confirm my train was indeed 33 minutes late. Rail Travel Vouchers with proportional compensation were enclosed.

Moral of the story? If you feel you've had a Delay Repay application for compensation turned down because the train operating company has conveniently found their records to show the delay was below the threshold, contact Passenger Focus. :hello:

jamesbrownontheroad

Thought I'd share the actual letters with you all. A particularly satisfying sequence of letters

Following my delay-repay claim:


http://www.flickr.com/photos/jamesbrownontheroad/4072793762/

Hmmm. That doesn't seem right. So a phone call to Passenger Focus, and:


http://www.flickr.com/photos/jamesbrownontheroad/4072794014/

Passenger Focus work their magic. Seems the ol' NXEC computer must have been playing up that day... :think:


http://www.flickr.com/photos/jamesbrownontheroad/4072031699/