XC Delay Repay

[beeza1]

On the 29th November last year I was delayed by around 20mins on an XC service between Birmingham & Sheffield, this resulted in me missing my connection, which meant I was over an hour late at my final destination, I submitted a Delay Repay form a couple of days later but to date I have not heard anything.
Is there any way I can chase this up?
Thanks.

 

[ooo]

On the 29th November last year I was delayed by around 20mins on an XC service between Birmingham & Sheffield, this resulted in me missing my connection, which meant I was over an hour late at my final destination, I submitted a Delay Repay form a couple of days later but to date I have not heard anything.
Is there any way I can chase this up?
Thanks.

Perhaps send an email or tweet? That might bring it to their attention quicker.

 

[cuccir]

I submitted a Delay Repay claim to Cross Country on Tuesday. From the bottom of their standard notification that the claim was received:

It’s often quicker and easier to resolve matters over the phone, where we can discuss your concerns and seek a fair and reasonable outcome. So do feel free to call us on 03447 369 123 (option 3) quoting your case reference number if you would like to talk things through with a member of the team.

 

[221129]

On the 29th November last year I was delayed by around 20mins on an XC service between Birmingham & Sheffield, this resulted in me missing my connection, which meant I was over an hour late at my final destination, I submitted a Delay Repay form a couple of days later but to date I have not heard anything.
Is there any way I can chase this up?
Thanks.

They have a ridiculous backlog at the moment. I phoned up on the 21st Dec to be told they were still dealing with October. (My claim was put in on the 21st November)

 

[talltim]

Can you claim Delay-Repay for delayed Delay-Replay claims?

 

[Starmill]

Can you claim Delay-Repay for delayed Delay-Replay claims?

You can on ScotRail

 

[gray1404]

You can on ScotRail

intersting....details please?

 

[najaB]

intersting....details please?

You can't actually claim for it, but if they take longer than 14(?) days to reply they will automatically include an additional £5 for breaching their customer service charter.

 

[ainsworth74]

intersting....details please?

As above though I believe it applies to all correspondence not just Delay Repay as I received a £5 RTV when they failed to reply to an email I sent them within 14 days and that had nothing to do with any delay.

 

[Starmill]

I think the threshold is that they must reply within '7 business days' of receiving your correspondence. They should include the £5 automatically.

 

[185143]

On the 29th November last year I was delayed by around 20mins on an XC service between Birmingham & Sheffield, this resulted in me missing my connection, which meant I was over an hour late at my final destination, I submitted a Delay Repay form a couple of days later but to date I have not heard anything.
Is there any way I can chase this up?
Thanks.

They have a ridiculous backlog at the moment. I phoned up on the 21st Dec to be told they were still dealing with October. (My claim was put in on the 21st November)

Ive just had a letter back from a journey on the 21st November

 

[221129]

Ive just had a letter back from a journey on the 21st November

As have I.

 

[47271]

You can't actually claim for it, but if they take longer than 14(?) days to reply they will automatically include an additional £5 for breaching their customer service charter.

I think it is 14 days yes. A number of years ago I emailed them to praise one of their staff. It took them over the required time to acknowledge me so I got a £5 voucher and an apology. The praise I was giving wasn't related to speedy resolution of a customer service case I should add.

 

[FQ]

You then e-mail them thanking them for the £5 voucher and they take longer than 14 days to get back to you so you get another one!

 

[kkong]

I think it is 14 days yes.

It is now 7 days. Not 7 working days, but 7 days.

See the second bullet point in section 7 (!) of their Complaints Handling Procedure.

http://www.scotrail.co.uk/sites/default/files/assets/download_ct/scotrail_complaint_handling_procedure_final_26032015.pdf

Although the automatic e-mail they send to acknowledge receipt of your correspondence refers to "7 business days".

Considering a "business day" is Monday to Sunday (as defined in section 6 of the Complaints Handling Procedure), I expect they amount to the same thing.

 

[Starmill]

I think it is 14 days yes. A number of years ago I emailed them to praise one of their staff. It took them over the required time to acknowledge me so I got a £5 voucher and an apology. The praise I was giving wasn't related to speedy resolution of a customer service case I should add.

It is now 7 days. Or so they say in their letter to me in December.

It is now 7 days. Not 7 working days, but 7 days.

See the second bullet point in section 7 (!) of their Complaints Handling Procedure.

http://www.scotrail.co.uk/sites/default/files/assets/download_ct/scotrail_complaint_handling_procedure_final_26032015.pdf

Although the automatic e-mail they send to acknowledge receipt of your correspondence refers to "7 business days".

Considering a "business day" is Monday to Sunday (as defined in section 6 of the Complaints Handling Procedure), I expect they amount to the same thing.

Corrections taken then!

 

[beeza1]

XC eventually responded after almost 2 months, the RTV's were exactly half of my return fare, to the penny!
I assume this figure is correct, even if a little "stingy", It doesn't even cover half the cost of another ticket due to January's price increaseI know the rise was small).
I am sure when I have claimed Delay Repay in the past it's been "rounded up" to the nearest fiver, Virgin have been especially generous in the past.
Do any other TOC's pay Delay Repay "to the penny"?

 

[MichaelWells]

I've just had one from XC to the exact half of a journey stating a 49 minute delay when it was 65 minutes. turned up very late too

 

[sheff1]

I am sure when I have claimed Delay Repay in the past it's been "rounded up" to the nearest fiver, Virgin have been especially generous in the past.

Virgin do not have a clue. They pay (much) more than required in many cases but pay less than obliged under the terms of Delay Repay in others and then have the cheek to argue the toss with people who query the amount.

In my experience, XC always "pay to the penny" but their calculations have been accurate.

 

[bb21]

If you got what you were entitled to then it is not "stingy".

I don't know any TOC who rounds up to the next fiver. Some TOCs round things up to the next £1, while others may issue random amounts picked out of a hat.

 

[Merseysider]

I think Starmill created a thread a few months back about odd amounts being awkward when change from staff is in short supply and XC doing this as a matter of habit.

TPE, LM and XC have all done my delay repay claims to the penny. Northern rounded up to the next £1 (so I got £2 )

I don't think rounding up the nearest fiver is reasonable but rounding up to a 5 or 10p would be.

 

[Starmill]

Quite. Stinginess is not at issue if the obligations have been covered and there were no aggravating factors.

However, I have great conviction in my view that it is insulting towards staff whose job it is to process vouchers to issue them without rounding up to five pence. Hopefully this requires no further explanation.

 

[najaB]

However, I have great conviction in my view that it is insulting towards staff whose job it is to process vouchers to issue them without rounding up to five pence.

Don't know about insulting (only they could say if they feel insulted), but it certainly creates unnecessary work and introduces avoidable costs so it doesn't save the company anything in the long run.

 

[bb21]

Just pay the balance by card. People seem to love paying by cards these days, even for transactions under £1, especially on this forum.

If I don't have any coppers on me, I tell the clerk not to worry about the remainder. Hardly a big deal. Not a real problem in my eyes. There are far more important issues to worry about.

 

[beeza1]

If you got what you were entitled to then it is not "stingy".

I don't know any TOC who rounds up to the next fiver. Some TOCs round things up to the next £1, while others may issue random amounts picked out of a hat.

My suggestion the amount was "stingy" was due to the time it took to process my claim, a couple of days short of 2 months!, according to XC they aim to deal with all such claims within 10 working days, which clearly they did not, so in my view they could have issued vouchers for a few extra quid as a goodwill gesture, after all it costs them nothing.
My previous claims (not that i've had many), have always been issued in £10 and/or £5 RTV's, I was not aware they could be issued for a specific amount.
With regards to paying the extra few pence by card, I never use a card for anything less than £25, for me cash is still king.

 

[Sniffingmoose]

I commute 3 days a week using Crosscountry, the most recent claim took 2 months for them to process. And yes they do pay to the penny nowadays. Feels like they are doing everything by the book, nothing rounded up to generate goodwill.