Northern Rail are terrible.

LaurenMarie_2 · 27 March 2018 at 10:32AM

Just be warned - I made a delay repay complaint to northern rail 5 weeks ago explaining how they terminated my train and i ended up missing my flight. The customer service team have just replied to me today acknowledging my complaint and asking me for a photo of my ticket. It was 5 weeks ago so of course I no longer have it. The customer service team are obviously understaffed and unprofessional and do not want to process any kind of good will or compensation. I will be paying the extra for taxis in future as this is around the third time my train has terminated with no warning . Bad going northern rail - step it up!!

Oakdene · 27 March 2018 at 10:33AM

LaurenMarie wrote: »

Just be warned - I made a delay repay complaint to northern rail 5 weeks ago explaining how they terminated my train and i ended up missing my flight. The customer service team have just replied to me today acknowledging my complaint and asking me for a photo of my ticket. It was 5 weeks ago so of course I no longer have it. The customer service team are obviously understaffed and unprofessional and do not want to process any kind of good will or compensation. I will be paying the extra for taxis in future as this is around the third time my train has terminated with no warning . Bad going northern rail - step it up!!

I think they are well within their right to ask for that really, as how else can they be sure that you're not just a chancer who wasn't really on the train?

k3lvc · 27 March 2018 at 10:48AM

LaurenMarie wrote: »

Just be warned - I made a delay repay complaint to northern rail 5 weeks ago explaining how they terminated my train and i ended up missing my flight. The customer service team have just replied to me today acknowledging my complaint and asking me for a photo of my ticket. It was 5 weeks ago so of course I no longer have it. The customer service team are obviously understaffed and unprofessional and do not want to process any kind of good will or compensation. I will be paying the extra for taxis in future as this is around the third time my train has terminated with no warning . Bad going northern rail - step it up!!

So when you made your claim what ticket details did you provide ? The last one I made (albeit for Cross Country, not Northern) required a scan/pic of the ticket in order to submit. Surely if you knew you were going to claim the least you could do is retain the ticket ?

BorisThomson · 27 March 2018 at 10:54AM

I always send a pic of the ticket when I first email. I wouldn't expect a refund without it.

You've told us nothing that suggests they are unprofessional, and the delay in replying is probably due to the shocking weather we've had recently.

When going to the airport via public transport always add a good amount of time to account for possible delays, as well as ensuring your insurance covers you for an alternative flight.

daveyjp · 27 March 2018 at 1:21PM

Rail companies get and do deserve some bad press, but they are correct in how they are dealing with this.

Without a ticket you can't make a valid 'delay repay' claim so it will get rejected.

You can see why. How do you prove you were on a train if you don't have the ticket?

I've done a few Northern Claims - photo of ticket sent as an attachment to online system. It has always taken ages to get a refund, but so far all have been successful.

Voyager2002 · 27 March 2018 at 3:53PM

Presumably the price of the train ticket is a tiny proportion of your total loss due to missing the flight... hope you were insured.

Anyway, in this situation you should let the staff know: the usual response is to get you into a taxi (at their expense) and off to the airport.

I agree with the others that it is reasonable for them to require your ticket (or a copy of it) to process your claim.

NBLondon · 27 March 2018 at 5:19PM

I've just done a trip with Northern - Sheffield Meadowhall to Doncaster - one stop. Stopped outside Doncaster as it was running about 6 minutes early and had to wait for a platform. Arrived 4 minutes late... Had to run for my connection to London!

stragglebod · 27 March 2018 at 6:08PM

If you submit your delay repay claim through their website you have to upload a photo of the ticket.

If you print off their form and fill it in manually you have to attach the actual ticket.

And 'of course' you'd keep the ticket in case there was a problem with the claim.

And 'of course' you'd have travel insurance.

And 'of course' you'd factor in the potential for delays whatever mode of transport you pick to get to the airport.

Thanks for the warning, though I'm not sure what it is you're warning us about.

NickyYo · 20 May 2018 at 10:55PM

I think you should check the northern fail app out, it gives you live and historic statistics on cancellations. northernfailapp.co.uk

Northern Rail are terrible.

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