delay repay advice SWR / GWR

[paddington]

My colleague has asked me to help with claiming delay repay, but never having done a claim involving anything other than advances where eligibility is absolutely clear, I am posting here first:


He travelled from Pinhoe to Paddington on 5th September.

He took 1L33 (SWR) from Pinhoe to Exeter S.D. which was scheduled for 1535-1544.

This would have given him 19 minutes to connect to 1A89 (GWR) which was scheduled to, and did, arrive PAD at 1821.

1L33 was delayed and arrived EXD at 1606, so he missed 1A89 and had to wait an hour for 1A91 which was scheduled to arrive PAD at 1921 (60 minutes later). Realtime trains says actual arrival was 1922, or 61 minute delay.


Tickets held were:
Freedom of Devon and Cornwall 3 in 7 - £49
Return portion of Off-Peak Return Exeter-London Terminals via Taunton - £107.50 (I notice it has recently been increased to £112.90)


He is a bit concerned that from SWR's perspective their service was only delayed by 20 minutes so not normally eligible for delay repay, and from GWR's perspective they ran on schedule.

Can someone confirm that this is a valid claim and that it should go through SWR since their service caused the delay?

He also thinks that SWR will refuse to pay out for the expensive ticket since they wouldn't actually see any revenue from that ticket. Is there anything that can be shown to reassure him?

 

[WelshBluebird]

The SWR service is what caused the delay to the journey so it is them you send the claim to.

Revenue from tickets doesn't matter at all when it comes to delay repay / compensation claims (also I think technically in this case SWR would get a small portion anyway as you could, if you were masochistic, do GWR or XC to Bristol Temple Meads then SWR from there to Waterloo).

 

[Hadders]

Claim from SWR (thankfully their delay repay scheme launched the previous day otherwise your friend would've been entitled to less)

When I claim using multiple tickets I write down the proposed itinerary and actual journey details on a piece of paper, attach the tickets and take a photo of it and upload it. It's only ever failed once (and that's because Hill Trains claim you can't use more than one ticket for a journey...)

As for SWR being late by only 19 minutes it doesn't matter, as their delay caused you to miss your connection. From a train company point of view these things tend to even themselves out over time. Once I caught a GTR train that was delayed by 4 minutes which caused me to miss an official connection into a long distance VTEC service. GTR paid the full claim

 

[bb21]

Your friend should have nothing to worry about. South Western Railway's Passenger's Charter very clearly states that you will be compensated for the full journey when using a combination of tickets. An industry first to be explicitly stated I believe.

https://www.southwesternrailway.com/other/about-us/passengers-charter

Follow Hadders's advice and everything should be fine.

 

[ValleyLines142]

Whilst not entirely relevant why did your colleague not just use SWR to Waterloo from Pinhoe?

 

[paddington]

Whilst not entirely relevant why did your colleague not just use SWR to Waterloo from Pinhoe?

Because he wanted to go to Paddington.


Also, he held the Taunton-only ticket, there were already delays on the line through Salisbury, and even if there were no delays it would be faster to take GWR (hence it's more expensive), but wanting to go to Paddington is a good enough reason.

 

[ValleyLines142]

Because he wanted to go to Paddington.


Also, he held the Taunton-only ticket, there were already delays on the line through Salisbury, and even if there were no delays it would be faster to take GWR (hence it's more expensive), but wanting to go to Paddington is a good enough reason.

Fair enough. I suppose you'd have to get from Waterloo to Paddington anyway and can't beat a HST in comparison to a 159.

As long as you can prove the minimum connection time at Exeter and provide evidence of the services you used then you have a perfectly valid claim. SWR should be responsible as it was their service that caused the delay.

 

[221129]

and provide evidence of the services you used then you have a perfectly valid claim. SWR should be responsible as it was their service that caused the delay.

This is an interesting claim. How do you prove you were on the service you claim to be on?

 

[Hadders]

This is an interesting claim. How do you prove you were on the service you claim to be on?

This is no different to any claim where a 'walk on' or season ticket is used so I don't understand what's interesting about it.

 

[paddington]

To update this thread, it took a while to be approved but SWR paid £70.09 in the end, and they did not ask for any extra information.

Not quite sure how they worked it out but my colleague (the person who was delayed) isn't complaining particularly since his client, who paid for the ticket, said he could keep the compensation

 

[gray1404]

Compensation is paid to the traveller making journey. It is for them to keep, not the person who paid for the ticket.

 

[rs101]

Not with Heathrow Express. They credit back to the card used for payment (in my case the company card), so I received nothing for the delay.

 

[221129]

This is no different to any claim where a 'walk on' or season ticket is used so I don't understand what's interesting about it.

I was questioning the claim that you have to be able to provide evidence as to what train you are on.

 

[najaB]

Compensation is paid to the traveller making journey. It is for them to keep, not the person who paid for the ticket.

While I agree with you, a blanket statement like that is ill advised. There are other factors which need to be considered such as the relationship between the traveller and the person paying for the ticket along with the method by which payment of the compensation is made.

 

[gray1404]

This is exactly why when I am using VTWC to book Advances, I do not book directly on their website if I am using a company card. I use another TOC and that way if I am delayed, I can claim myself to VTWC and get to keep the money. I would take the view that it is the traveller who has suffered the inconvenience of the delay so therefore compensation is due to them directly.

 

[sheff1]

When I was working, I was paid travelling time to get home when returning from a meeting/event etc. If I was delayed en route, I received more travelling time pay so never even considered claiming compensation from the TOC as well.