Avanti Delay repay appeal

AoR313

Booked a train from Birmingham to Hamilton (9:07 to 13:31). Everything was fine until we arrived into Stafford, when there was a major delay. I reached Hamilton after 5pm. I started a claim for the delay, but it was rejected because: ' Our systems show that your provided ticket(s) were used for travel on an earlier service or on an alternative route to avoid disruption. We are only able to compensate for the actual delay you experienced, and therefore this claim has been rejected'. How do I appeal this?

p00hsticks

What form did the ticket take and how did you provide details of it for the delay replay ? (In the past I've either had to type in the ticket number of a part ticket or provide a copy of the e-ticket). It sounds as if the ticket details you've provided have been scanned by a ticket collector on a different train, so there's a mistake somewhere on either your or their part. .  

Do you have the details of the train(s) you were actually on for the journey ?  

Lorian

Did you change on to a transpennine express maybe?

AoR313

I used the NRS booking reference number and stayed on the Avanti trains and then moved to Scotrail in Glasgow. This was the original route.

AoR313

My ticket was scanned on the route to Preston which wasn't on the original itinerary.

Lorian

Which date did you leave Birmingham on?
If you had stayed on that original train what would have been your delay in to Hamilton (or was it cancelled)?

daveyjp

You appeal by contacting Avanti with the details of the full journey taken - the date, the services you took, the train operating companies and the stations where any changes were made with timings of each stage to evidence you arrived at Hamilton 3.5 hours after the planned arrival time.

Provide those details on here for review before sending.

AoR313

It was November 9th and all passengers were asked to leave the train, so cancelled.

daveyjp

The service was indeed cancelled due to a person being hit by a train, but that doesn't prove you were 3.5 hours late.

AoR313

I have evidence of a taxi booking at around 5:30pm when I left Hamilton station, would that be enough?

daveyjp

A taxi booking proves nothing other than a time you booked a taxi.  As above you will need to provide Avanti details of the services which resulted in the delay,

By being evasive it suggests there are details being withheld.