Delay Repay - Paper Tickets 20 August 2020 at 10:33AM in Public transport & cycling 6 replies 145 views

wincelow

Hi everyone,

Apologies if this has been asked before. I can see lots of posts about Delay Depay, but can't find one specifically asking this question.

I was travelling back from Norwich to London on Saturday 15 August. My train was cancelled due to signal issues and so I only ended up arriving back in London approximately 50 minutes later than intended. I definitely have a claim therefore.

The issue is I didn't retain the paper tickets. I booked online, so I provided the Greater Anglia booking confirmation email. They can presumably cross check that my tickets were actually collected from the machine at the station and that they were used through the barriers at Norwich. However, they have pushed back stating that I need to provide the paper tickets.

I notice on the MSE page for Delay Repay that there is this section:

What if I've lost my ticket?

If you do lose your ticket, the next best thing is proof of purchase – preferably a receipt for the ticket. Failing that, you could try a booking number if you booked online or a credit card statement if you bought the ticket on plastic. There are no guarantees you'll be successful without the ticket, but according to rail regulator the Office of Rail and Road, virtually all train companies will accept alternative proof.

I haven't yet responded to their request for the tickets as thought it would be best to gather any additional info I might need. Does anyone know where the Office of Rail and Road state that "virtually all train companies will accept alternative proof"? I can't see anything about it on their website when searching for "Delay Repay".

Thanks!

martindow

If you no longer have the paper ticket there is no choice but to provide alternative proof.  Send them copies of the email and the time you picked up the tickets at the station.  If they pay out all well and good, if not then come back here to get further advice on how to escalate it.

spenderdave

If your train is late always keep the tickets - just show them to the chap at the barrier with an explanation and he will let you through. Which reminds me I probably have a claim myself for this morning's train into Waterloo being delayed due to signalling...

yorkie2

This is an example of where PDF e-tickets are better than paper tickets!

In this case I would forward the booking confirmation email and explain what happened

Next time, either get a PDF e-ticket (if possible) or take a photograph of all tickets before commencing the journey (which is worth doing just in case anything happens to them) or show the tickets at the destination and ask to retain them.

wincelow

Hi, thanks all for your responses so far. Sorry if I wasn't clear, but I did send a PDF of the booking email when opening the claim. They then responded as follows:

"Thank you for your delay repay claim for your journey between Norwich and London Liverpool Street on 15/08/2020 at 19:00. We have not been able to approve your claim as we didn't receive a clear copy of your ticket(s).

Please be aware that to approve your claim we need to be able to see your ticket cost, journey details, ticket type and if your ticket is a Mobile/E ticket please attach a full screenshot of this ticket.

Please provide us with a clear copy of your spoiled ticket(s). You can do this by logging on to your journey history.

When we have received this information we will review your claim within 10 working days."

This is the request for the tickets that I mentioned in the final paragraph of my original post.

I'm not really sure how to proceed, as I explained in my original email that I don't have the original tickets any more, but that they should be able to see from their own records that the tickets were collected at Liverpool Street Station earlier that day (I booked two single tickets and collected both legs at the same time). They would also be able to see the tickets were then used at the barriers at Norwich station.

Any advice gladly received! Thanks

martindow

wincelow said:

I'm not really sure how to proceed, as I explained in my original email that I don't have the original tickets any more, but that they should be able to see from their own records that the tickets were collected at Liverpool Street Station earlier that day (I booked two single tickets and collected both legs at the same time). They would also be able to see the tickets were then used at the barriers at Norwich station.

Any advice gladly received! Thanks

I think I would get back and explain (again) that you no longer have the paper tickets.  If you can quote from the rail regulator's site some text that supports alternative proof add that too.

I'm not sure how sophisticated the barriers are, but I suspect that they may well not record such detailed data. Others here will be more knowledgable on this.

[Deleted User]

I was able to submit a delay repay claim using photos of the tickets taken on the train when it was already late arriving, let alone departing, while still on the train! You could do the same with screenshots from your phone of an electronic ticket just for future reference. I also took photos of the arrival time board at the station just in case but they were fine without that