Delay Repay woes

sand_hun

Ugh anyone else had issues with Delay Repay claims? It almost feels like the system is designed to grind you down and make you give up.

I recently had a journey with multiple train providers under the same ticket. Both of their services were delayed considerably.

The reply from WM trains was:

We have been unable to approve your claim as the train that delayed your journey was not one of ours. The train was operated by CrossCountry. As they operated the first delayed service, they are responsible for processing your claim.

The reply from Cross Country was:

We have checked the journey that you have claimed for and our records show that this service was operated by another train operator (West Midlands Trains). Therefore, we are unable to process your claim.

I'm going to try to appeal, but it's frustrating when neither want to take accountability! It's a drain on my time and energy :(

Woodstok2000

Which was the first delay? I had a claim for a similar scenario, my first train delay eventually got paid out, but the second one didn't:

Planned Journey

Dep A: 1000

Arr B: 1100

Dep B:1130

Arr C: 1300

Actual Journey (on original trains, both delayed)

Dep A: 1110

Arr B: 1210

Dep B: 1220

Arr C: 1350

When I arrived at B, the next scheduled train was at 1300, arriving at 1430, so the feedback I got from the train company and the rail ombudsman was that the delay to my second train actually resulted in me arriving earlier than I would have done if it was on time! Perverse logic, but kind of understandable.

sand_hun

The first delay was from Cross Country, hence I'm tempted to appeal through them. In fact it was a cancellation which meant everyone poured onto the next service. Ended up being standing room only with lots of people crammed uncomfortably closely together - it was like being on a London tube at rush hour.

The subsequent West Mids train was also badly delayed.

daveyjp

If you appeal you need to appeal based on the facts of the journey to the right company. Did the cross country cancellation result in a missed connection?

What was the itinerary, what are the timings of the trains you caught and what delays did you experience?

sand_hun

No, the CrossCountry service didn’t cause me to miss my connection, b’cos the connecting train was also delayed.

Here's the itinerary:

My original train 16:44–17:33 (Cross Country) was cancelled. So, I jumped on a slightly delayed 17:04 service and still arrived in time to make my connection.

The connecting train, which intended to depart at 17:46 (West Mids Railway) was also delayed and didn't depart until 18:16.

daveyjp

Delay repay is based on arrival time not departure.

As you made a connection go back to WMT.

Marksfish

My wife had a similar issue with a split ticket repay, got £5 back on a £45 total. She was old to go to her local station for the refund to be processed as they couldn't do it online She got her money back from the station, not sure if it would work with multiple operators, but worth a try.