Delay Repay Serially Underestimated, Same Journey

mike_302

Hi, I use a Flexi ticket for my journeys. The train is frequently delayed or cancelled, and I frequently get to claim 15min, all the way UK to 2hr+ delays -- usually 25-50% of the time.

My issue is that great northern serially underestimate the repayment, maybe 25-50% of the time that I file the delay repay claim.

Sometimes it's not much -- £1-£2. Sometimes it's £5-£10 under. I know this because I did the maths myself, call to complain, they tell me to simply refile, I do, they correct the repayment... So they're acknowledging it.

But refiling 1-2 times a month is getting frustrating. It can't continue. How do I escalate this? Ombudsman? I need to force great northern to engage in that investigation though, to share the data on all the miscalculations... It feels like they're unlikely to do that.

MilesT6060842

As is usually the case for such complaints, you should not (sometimes cannot) go to ombudsman until you have made a direct complaint to ToC (if the direct complaint turns into a back and forth after a few exchanges ask for "deadlock letter" as that's what you can take to ombudsman.)

If there is a local transport users group, you can also engage them at the start to see if anyone else is complaining.

If it is a wider spread systemic problem, try constructing a Freedom of Information request.  The wording will be tricky in getting the answer you want to highlight the issue but not fall into the "too hard" category or "commercially sensitive" category, so maybe get help from local transport users group.  Submit the FoI via the "whatdotheyknow" website to make the request publicly visible.

Emily_Joy

I hope the OP will forgive me for using their thread, as my issue is quite similar. I currently commute Monday - Friday and I get to submit Delay Repay every time I go to work, sometimes twice. The issue is that often the delay is just over 29 minutes (i.e. 30-35) or just over 59 minutes (60-65). The train companies Cross Country and Great Western typically underestimate by a few minutes in their favour  
So my question is - what evidence should I need to provide for the actual delay time? 

outtatune

https://www.realtimetrains.co.uk/

This site will show actual arrival times pulled from the railways own timing sources.

Emily_Joy

outtatune said:

https://www.realtimetrains.co.uk/

This site will show actual arrival times pulled from the railways own timing sources.

The accessible data goes back only one week. The delay repay comes back usually later than that, so it is not very useful.

KittenChops

There definitely used to be a website that shows historical data - I used to use it as Southeastern frequently rejected my delay repay claims incorrectly - but having not commuted for almost a decade I can't now remember what it was & can't find it by googling

outtatune

Emily_Joy said:

outtatune said:

https://www.realtimetrains.co.uk/

This site will show actual arrival times pulled from the railways own timing sources.

The accessible data goes back only one week. The delay repay comes back usually later than that, so it is not very useful.

So you grab a screenshot when you submit the delay repay request.

MilesT6060842

I have occasionally noticed that the open data (used by RTT, Traksy, OTT and others) sometimes does not correspond to reality,  Usually only if there is a lack of certainty on future trains (late start or cancellations) rather than trains actually running.  May be useful to get backup photos of on-platform displays to show lateness at the time.

Herzlos

You could take a photo of the board when the train arrives. It'll show the current information and have a timestamp.