Delay Repay - Which company to apply to.

chocolateteddy

Hi

Hubby booked a train from east anglia to brighton bought ticket from abellio anglia website.

First two trains to london were run by abellio anglia and train from london to brighton by thameslink.

Train from london to brighton was delayed 3 hours and no option to go to another station - they said he could claim through delay repay

BUT
who do we claim off?

I rang Southern - didn't realise it wasn't Southern at that point. They said I needed to claim off Abellio as that was who I bought ticket through. I rang Abellio and they said to claim off Thameslink as they provided that part of the ticket.
Did online claim on Thameslink website but they take up to 20 working days and if they decline and say I should go to Abellio it will be more than the 28 days in which you need to claim

Has anyone come across this and has any advice as to who I should claim through?

TIA

Kite2010

If I understood your post correctly, as Thameslink caused the delay the claim should go via them.

I'm sure the experts will be along soon enough to confirm (or correct) my thinking

yorkie2

chocolateteddy wrote: »

Hi

Hubby booked a train from east anglia to brighton bought ticket from abellio anglia website.

First two trains to london were run by abellio anglia and train from london to brighton by thameslink.

Train from london to brighton was delayed 3 hours and no option to go to another station - they said he could claim through delay repay

BUT
who do we claim off?

Thameslink.

chocolateteddy wrote: »

I rang Southern - didn't realise it wasn't Southern at that point. They said I needed to claim off Abellio as that was who I bought ticket through.

Southern were the right people to contact; it's the same train company as Thameslink. They use multiple brand names (confusingly).

They were, however, giving out incorrect information. This is not surprising.

chocolateteddy wrote: »

I rang Abellio and they said to claim off Thameslink

That is correct.

chocolateteddy wrote: »

Did online claim on Thameslink website but they take up to 20 working days and if they decline and say I should go to Abellio it will be more than the 28 days in which you need to claim

Has anyone come across this and has any advice as to who I should claim through?

TIA

The train company responsible is Govia Thameslink Railway, they are required to pay compensation based on the cost of your journey from East Anglia to Brighton.

chocolateteddy

Great puts my mind at rest. Lets hope they pay out as quick as Abellio. My daughters had a two hour delay on the way to London a couple of weeks ago and got their money back today very prompt service. Means more money towards their next trip :-)