Claiming for cancelled train?

maz_hartley

My outgoing mtrain was cancelled and I got another journey arriving just over an hour late. I’ve submitted a delay repay request and as specified submitted my ticket details and the cancelled train details. So how will they know the time I was delayed by as there wasn’t an option to put in another train journey details to show the trains I took?  Was I right to claim delay repay or should I claim a different type of compensation?
My return journey was also cancelled but I managed to get different train journey and arrived home on time with no delay. Can I claim anything for this?

maman

When I claimed (successfully) recently they seemed to work on the time I was delayed if I'd caught the next train on the same journey. This was actually a longer delay than the alternative route I'd actually taken. So, for example, my alternative route made me 45 minutes late but they paid me back for an hour. I got a full refund.

My return journey wasn't affected so sorry, can't help with that. 

cmthephoenix

maz_hartley said:

My outgoing mtrain was cancelled and I got another journey arriving just over an hour late. I’ve submitted a delay repay request and as specified submitted my ticket details and the cancelled train details. So how will they know the time I was delayed by as there wasn’t an option to put in another train journey details to show the trains I took?  Was I right to claim delay repay or should I claim a different type of compensation?
My return journey was also cancelled but I managed to get different train journey and arrived home on time with no delay. Can I claim anything for this?

They don't work off your actual delay but what the delay would have been if you caught the next available train combination that would have got you to your destination according to their pre-set route combinations (you may happen to take a different route combination that actually happens to get you there earlier or later than their combination as per the above poster)

If you were to try to claim for a delay when you didn't actually have one, that is fraudulent.

p00hsticks

When I recently did a delay repay submission (with Transpennine express) I was asked to select from options to show how long I was delayed - the TP delay itself was only around 15 minutes, but it was the middle leg of a three stage journey and meant I missed my onward connection and so was delayed around 40 minutes over the whole journey. 

I had to upload a copy of my ticket which showed the trains I should have been on, but not provide any details about what train I actually got - I imagine their programming just sees what the next available option for the ticket would be. 

This is the first time I've had to claim - I was a frequent train commuter in the past but don't use them much now retired, and I must say I was impressed with they way the system was advertised (I saw multiple adverts for it on both trains and at stations), how quickly the claim was processed (I got a refund the next day) and how much I got back (half the ticket price for a 40 minute delay on a five hour journey). 

Lorian

They will know quite a lot about your actual journey though from the times you scan your tickets at turnstiles and with and ticket inspectors. 

ive claimed when my final leg turned into a long rail replacement bus ride too with no issues.

martindow

As has been said they assume that you take the next train.  When they make a decision you have the right to appeal if you are not happy with the result.  I assume you can then provide more details.  

I claimed on GWR last week and then appealed as I had put in an incorrect date and got the correct refund in less than 24 hours.

Jaybee_16

Only claimed once, that was with GWR. Couldn't get online claiming to work so used the snail mail method.
All straightforward and paid within a week or so.
 Just incase GWR disputed my claim, I took a photo of the platform display showing the train as delayed. 

Lorian

You can look up the exact train running times at realtimetrains.co.uk it's in near realtime I often sit watching it during the journey when late.

Especially good on the detailed view where it shows your timings in-between stations. 

And it has history.