delay repay rejected

nrsql

Recently we had an issue that Waterloo station was closed (possibly) due to an incident near there on the lines.
I was advised to travel by other means to Clapham Junction. When I got there Waterloo was open but running a very restricted service - all the trains were full so I travelled bt Waterloo and eventually got on a train there.
I was about 3 hours late.

I think the SWT refund has been rejected because the train I eventually got on was not delayed. I'm not sure I even put in the request which train I actually got on but may have done in the notes. I put on the time of the train I was intending to catch.

The refund has been rejected due to the delay being less than 15 minutes.

I've sent an email to customer services explaining this but aren't sure what I should have done originally - they must have known that trains weren't running at the time I specified for travel.

Pound

Login to their website and find your claim details. If you filled it in correctly find the journey on raildar.co.uk and send SWT the sharable link that will show the delay details. SWT don't need to know the actual route you took.

nrsql

Thanks.
I replied to the email (customer services), basically just saying they were wrong.
I said over 3 hours delay and they have given a 1 hour delay. There explanation was that they have looked into it and found there were issues that day.

Do they routinely reject claims to see how many follow it up then try the minimum they think they can get away with?
Anyway it's worked, I'm not going to bother pursuing the full 3 hours.

giraffe69

I have made a delay repay claim with SW Trains and they responded accurately and quickly so no I don't think they routinely reject claims.

Nick_C

I think the problem might be that you entered the details of the train that you actually took? You should have entered the details of the train that you had planned to take.