Delay Repay Question - Two rail journeys!

Ag750

Hello,

I booked two parts of my train journey. One was booked through Scotrail and was a LNER service which ended up being delayed 120+ minutes which I have claimed for. However I had a seperate ticket for a connecting journey through Trainline for Greater Anglia which I missed! I had to wait two hours for a connection.

Can I get some money back for my missed connection? Do I have to make a separate claim?

Thanks in advance!

Ag750

I should of also asked which company do I claim this with if it's possible to do so?

MSE_James

You would need to present the whole claim to LNER, as they caused the delay. 

Most automated Delay Repay claim systems can't cope with multiple/split tickets for a single journey, so maybe try writing to customer services at LNER explaining the whole itinerary and tickets?

daveyjp

If it was a single journey itinerary you make a claim for both through LNER, but you may need to explain why there were two retailers for the tickets as this could be construed as two separate journeys.

jbuchanangb

You should have submitted a claim to LNER for the the full cost of the entire journey including the two tickets.

As long as the intended connection, which you missed because of the delay to their train, was part of a valid itinerary, which could be produced by a journey planner, then delay repay applies to the whole journey. As previously mentioned, the automated DR process might not be able to handle that situation, so an email to LNER Customer Service might be needed. Given that you have submitted a partial claim, you probably need to contact them now anyway to explain your mistake.

yorkie2

Providing it is a through journey, and the itinerary is a valid one, you make one claim from the train company who caused the delay. The claim is based on the value of all tickets used for the journey. The extent of delay is calculated to your final ticketed destination.

For future reference it may be easier to book such journeys with a split ticket provider as you would be issued with a through itinerary and sent this via email as evidence of your claim. You say you used Trainline who charge a fee; there are many split ticket providers who do not charge booking fees (they only charge a proportion of any saving they identify).