Delay repay claim after 28 days?

Hi all. I'm new to this forum but don't think this has been asked! I've looked at consumer rights websites but they don't have much detail about refund request timelines.

I took a train journey in mid-March that was classically hellish; train sitting on track for 45 minutes with announcements saying it was about to leave, then it was cancelled, then the next train was really delayed, then it terminated early and I ended up taking alternative transport from that station. I was about 2 hours late which is a 100% delay.

Initially I was going to use Delay Repay to get the refund, but my TheTrainline app told me I was eligible for a full refund. I requested a full refund which it told me would go through in 28 days.

When I then looked at the app last week, it told me that the refund had been made, but I hadn't received it. When I clicked through to look at the details of the refund to check it out, it said the refund was £0 and I wasn't eligible for one after all, even though it had never sent any email or notification to let me know this.  So then I went to the South West Trains website to request compensation and found that it has to be made within 28 days of the journey.

I just wondered if you thought they'd be likely to take into account my circumstances, i.e. that I only didn't make the request earlier because of the unhelpful "information" on the TheTrainline app? Looking back I should have realised that they wouldn't give me a refund, but that's not what was advertised, and it looked very straightforward. I feel I deserve compensation, but South West Trains might shrug their shoulders and simply say it's not their fault that TheTrainline gave me incorrect information. The ticket is worth £67!

Thanks very much in advance.


  • daveyjp
    daveyjp Posts: 12,378
    First Post Name Dropper First Anniversary
    This is why it is best to avoid using Trainline,  generally OK for booking, but not when things go wrong.

    If you had to abandon the journey you are entitled to a full refund from the retailer.  You need to go via Trainline.  Good luck.
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