Delay Repay

New licence conditions were issued by ORR which took effect rom 01/04/2022. These required Train operating companies to publish data about these payments every three months and feature it prominently alongside existing Delay Repay stuff on their websites. As of today Cross Country haven't done it and GWR has just put up some data , but not the complete set, after I badgered them for days. I am still trying to get them to do it properly. ORR itself doesn't seem interested. You would have thought they might have spotted that TOCs were not doing as they were told. I have only looked at GWR, X Country and Avanti, and none of them are complying fully, X Country not at all.


  • MilesT6060842
    Get your MP involved, or try and get enough people to fund a judicial review type legal action, i.e. taking ORR to court for not enforcing the regulations on publication.   

    As a first cheap action, try some Freedom Of Information requests to ORR and train companies, either direct via their published procedures (or by a simple letter to Chief Execs if no procedure is published), or maybe via the "whatdotheyknow" website.
  • jbuchanangb
    I'm not surprised Cross Country have not submitted any data. I sent them a Delay Repay claim for a delayed journey on 22 September, and they have still not processed it. On 15 November they sent me an email apologising for the long time it is taking to deal with it.
  • deejaybee
    I have just had a Delay Repay settled from Mid August ( to be fair, i wasted the first 2 weeks by starting the claim with LNER, who i bought tickets from, rather then Cross Country who operated the service )

    However, they are only offering me £18.50 ( Tickets cost £148 for 2 of us, and i had to travel back a day later than originally planned due to strike action )

    Will call them first thing on Monday to query the payment amount.
  • cheshirelabrador
    deejaybee said:
    and i had to travel back a day later than originally planned due to strike action )
    Operators aren't required to pay Delay Repay for industrial action. If you decide not to travel you can still get a refund. If you claim Delay Repay it will be based on the revised timetable. So, for example, if you planned to catch the 11:00 service on Wednesday (a strike day) and you instead caught the 11:00 service on Thursday (a non-strike day) and the train you caught arrived 35 minutes late, then Delay Repay is calculated on a 35 minute delay, not a 24 hour 35 minute delay.
  • deejaybee
    I wasnt aware of that, thanks for the explanation cheshirelabrador.
  • HillStreetBlues
    I signed up to Avanti "automated delay repay"
    Train was 65 minutes late,  but the automated delay repay was for between 30--59 mins, so I rejected it .
    Had e-mail today confirming delay was over 60 mins.

    I am wondering how many people they have short changed.
    Let's Be Careful Out There
  • dwsjarcmcd
    dwsjarcmcd Posts: 1,855 Forumite
    First Anniversary First Post Combo Breaker
    I travelled from Preston to Edinburgh earlier this week and at Carlisle we were told that for 'operational' reasons, the train was diverting to Glasgow!  We were given the choice to stay on the train to Glasgow or get off and wait an hour and a quarter for another operator's train to go to Edinburgh.  Main train operator was Avanti West Coast.

    I chose to go to Glasgow and make my way to Edinburgh from there, although I had to walk from Glasgow Central to Queen Street and go from there.  

    There isn't an option to put in 'train never arrived at intended destination', so what do I put in regarding the delay?  I arrived in Edinburgh an hour and a half late but not sure this is relevant?
  • JReacher1
    JReacher1 Posts: 4,652 Forumite
    First Anniversary Name Dropper First Post I've been Money Tipped!
    Delay will be the time you would have arrived at Edinburgh if you had got the next available train from Glasgow to Edinburgh. 
  • jbuchanangb
    jbuchanangb Posts: 1,328 Forumite
    First Anniversary First Post Name Dropper
    Claim from Avanti based on what actually happened.
    State clearly intended journey, e.g. on [date] depart Preston at [time] to arrive Edinburgh [time] and actual journey, e.g. on [date] departed Preston at [time], train diverted to Glasgow Central, arrived [time], walk to Glasgow Queen Street, departed [time], arrived Edinburgh at [time]. Your claim is for the difference between when you should have arrived in Edinburgh and when you actually arrived there.
  • RobM99
    RobM99 Posts: 2,530 Forumite
    First Anniversary First Post Photogenic Name Dropper
    I'm not having a 'go' at a rail company but my train was delayed an hour. At my destination the ticket machine ate my ticket! So I had no proof of purchase. So I'd recommend photographing your tickets!
    Now not a gainfully employed bassist.
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