Virgin Trains delay repay - anyone ever complained?

Hi,


Just made a claim on the Virgin Trains delay repay scheme. They pay 50% of your ticket cost back if you're delayed between 30 and 59 minutes. To be precise, the train arrived at the platform 32 minutes later than scheduled.



Within minutes I had an automated response stating that the train was delayed by 26 minutes so my claim was not valid.


I figured they might try to wriggle out of it so they best I could come up with was to take a picture of my watch (it's an Apple Watch so it syncs online - they can't say it was fast!) while I was still sat on the train. This showed a time beyond when it should have arrived plus 30 minutes.


Has anyone ever had this before? Did you get anywhere with your complaint? I've responded to say they are wrong but I'm guessing this is a common trick to try to get out of paying.