Delay Repay Transpenine Express

FTBAngst

I bought a ticket through the Trainline and the Split Save function gave me two singles (15mins connection time). The first train was Transpenine, and was late by 31mins. Because of the pattern of trains I had to wait 90ishmins for the next train (another company) so I arrived more than two hours late to my final destination. Transpennine are only compensating me for the 30mins delay because their train was 31mins late. Is this correct?

Also what is considered a reasonable amount of time to connect- say if the connection window is 12mins and the first train is 10mins late and you miss the train because it’s a large station/ people in the way etc. Will the first service provider still be responsible?

daveyjp

TPE are responsible for the whole delay. If they are using split tickets as a reason why they won't pay more they are wrong, you can use any number of tickets to form a journey. Appeal their decision giving full details of the trip and the delay.

Connection times vary depending on station. If you don't leave enough time it is down to you. When booking a trip the booking engine will take into account the minimum connection times at intermediate stations.

FTBAngst

daveyjp wrote: »

TPE are responsible for the whole delay. If they are using split tickets as a reason why they won't pay more they are wrong, you can use any number of tickets to form a journey. Appeal their decision giving full details of the trip and the delay.

Connection times vary depending on station. If you don't leave enough time it is down to you. When booking a trip the booking engine will take into account the minimum connection times at intermediate stations.

Thanks. I’ll contact them again and appeal the decision.

So if the trainline says 12mins is enough time to change, but the train is 10mins late. Will that’s still count as a delay that the first company would be responsible for? I just don’t want to want to be up missing the last train and for TPE to say they’re not responsible because it’s less than 30mins

daveyjp

Beware this is in general advice as some operators don't operate delay repay, but may have alternative compensation schemes. Transpennine do.

If you leave enough time to change but a delay on a service means you miss the connection the company causing the delay are responsible for delay repay.

The time delayed is based on how late you arrive at your final destination, not the delay of the service causing the initial missed connection.

BTW by all means use Trainline to research tickets and prices, splits etc, but use a train operators website to actually buy the tickets. It is potentially much easier to get a refund from an operator rather than trainline.