Virgin Trains delay repay - anyone ever complained?

Goldust

Hi,


Just made a claim on the Virgin Trains delay repay scheme. They pay 50% of your ticket cost back if you're delayed between 30 and 59 minutes. To be precise, the train arrived at the platform 32 minutes later than scheduled.



Within minutes I had an automated response stating that the train was delayed by 26 minutes so my claim was not valid.


I figured they might try to wriggle out of it so they best I could come up with was to take a picture of my watch (it's an Apple Watch so it syncs online - they can't say it was fast!) while I was still sat on the train. This showed a time beyond when it should have arrived plus 30 minutes.


Has anyone ever had this before? Did you get anywhere with your complaint? I've responded to say they are wrong but I'm guessing this is a common trick to try to get out of paying.

daveyjp

Which service?

What time does this site say?

http://www.realtimetrains.co.uk

daveyjp

No idea if OP has been back, but for anyone else this site:

https://www.ontimetrains.co.uk

Can be used to check if a delay repay payment can be made.

NBLondon

https://www.recenttraintimes.co.uk/ also works. I have used screenshots as evidence of a delay on SouthEastern and got the payment.

A photo of your watch would be laughed at - no matter how fancy it is. You need the official times from Network Rail which is what these websites take data from.