Delay repay query

theonlywayisup · 15 July 2018 at 6:25PM

I travelled on the Birmingham New Street Cross Country service on 8 July 2018 to Exeter St Davids. We were told at Taunton that the brakes had failed and were forced to swap trains.

We arrived approximately 40 minutes late into Exeter, originally due 15:39.

Can anyone help with a couple of queries:

1. The ticket had to be surrendered at Exeter to leave the platform, can I use my online booking reference for a claim?

2. The delay was over 30 minutes, under 59 but the service (as far as I can see) is showing as terminated at Taunton albeit I did arrive at the destination under 59 minutes late. How do I show the service was late rather than cancelled?

Many thanks.

dggar · 16 July 2018 at 4:37PM

it might be wise to post your question on Rail UK forums in this section:-

https://www.railforums.co.uk/forums/fares-advice-policy.105/

There are knowledgeable people there who will tell you how to put a claim together

lisyloo · 17 July 2018 at 1:33PM

The ticket had to be surrendered at Exeter to leave the platform,

For future reference there is always someone either present or available from a call button (or the gates are left open).
So unless you are very unlucky and get a real jobsworth it's possible to leave without surrenduring the ticket.

I do it ALL the time either for 2for1 offers or for compensation.
I think I've had a jobsworth once, but even he let me have the tickets.

At busy stations/times they'll normally just wave you through without waiting for an explanation.

agrinnall · 17 July 2018 at 3:43PM

I take a photo of my tickets on my phone if I know that delay repay is going to come into effect, just in case it's difficult to avoid surrendering the ticket at the destination.

Delay repay query

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