Delay Repay query

[Aaron1]

Who should I submit the delay repay claim to please.

Yesterday after being at the snooker at the crucible I was travelling from Sheffield to Cambridge using split tickets.

The tickets and journey planned were as follows.

Sheffield -Peterborough advance single, valid on 19:54 LNER service from Doncaster, to alight at Peterborough, the plan was leave Sheffield on the 19:05 service to Adwick to alight at Doncaster 19:45.

Peterborough-Ely Advance single, valid on 21:16 Cross Country service to Stansted Airport, to alight at Ely.

Ely-Cambridge, off peak single

However the 19:05 service leaving Sheffield was delayed by around 30 mins meaning I miss all my booked connections, my plan was just to travel on all the later services on the same route and claim delay repay.

I went to the ticket office at Sheffield to see if they will endorse my tickets (I know this is not a requirement) the lady said it would be best if I got the 19:40 from Sheffield to Ely which was late itself! then get any train from Ely to Cambridge, so a totally different route, and she wrote out a paper travel pass with this info on for me to show to the gaurd, so that is what I did, eventually getting into Cambridge at 23:12, 67 mins later than planned.

My query is who do I make the delay repay claim to? Is it Northern as they caused the delay which had a knock on affect and made me miss all my connections, and how do I explain what journey I did take, is there a "more info" box? Or don't I need to?

Also how do I upload all my tickets, as in my experience you are only able to upload one ticket for delay repay? Unless I'm mistaken?

All my delay repay claims in past has been with the same TOC but now I was travelling on different TOC's it makes it a little more complicated

Thanks all!

 

[AlterEgo]

Northern are responsible for the full claim. Take a picture of all the tickets and upload it as a single image if you can’t upload more than one.

 

[yorkie]

Also how do I upload all my tickets, as in my experience you are only able to upload one ticket for delay repay? Unless I'm mistaken?

As stated above, I concur that it's down to Northern.

If you have bought the tickets from a split ticket provider, and if you chose e-tickets, you should have one PDF containing all tickets, which is very handy; you can simply upload that. You would also have a booking confirmation email listing the fill itinerary as one journey; it may be worth uploading that too.

Alternatively if you just have individual paper tickets, arrange all the tickets in order on a table and take a photograph of the whole lot.

State the price as the overall cost of all tickets.

You can either use Northern's online form, or if you have issues with the form, you can send in the claim by post to:

Freepost NORTHERN
DELAY REPAY

 

[janb]

You can either use Northern's online form, or if you have issues with the form, you can send in the claim by post to:

Freepost NORTHERN
DELAY REPAY

I presume that address will still work as a redirect but as a minor point of information, since Delay Repay has been brought in house to the CEC in Sheffield the address is now Freepost Northern Railway.

 

[yorkie]

I presume that address will still work as a redirect but as a minor point of information, since Delay Repay has been brought in house to the CEC in Sheffield the address is now Freepost Northern Railway.

Northern need to update their Passengers Charter on their website in that case!

 

[trover]

I’d email their delay repay team instead of using their online form or by free post, this leaves you evidence that you’ve claimed, avoid tickets losing in the mail system, and easier for arguments discussion with customer service if the claim is incorrectly rejected which is common with this TOC.

 

[Aaron1]

On 17th April I pposted on this forum querying who I should direct my delay repay claim to, you can see my post here https://www.railforums.co.uk/threads/delay-repay-query.230528/

My tickets and route was as follows

Sheffield -Peterborough advance single, valid on 19:54 LNER service from Doncaster, to alight at Peterborough, the plan was leave Sheffield on the 19:05 service to Adwick to alight at Doncaster 19:45.
Peterborough-Ely Advance single, valid on 21:16 Cross Country service to Stansted Airport, to alight at Ely.

Ely-Cambridge, off peak single

However the 19:05 service leaving Sheffield was delayed by around 30 mins meaning I miss all my booked connections, my plan was just to travel on all the later services on the same route and claim delay repay.

I went to the ticket office at Sheffield to see if they will endorse my tickets (I know this is not a requirement) the lady said it would be best if I got the 19:40 from Sheffield to Ely which was late itself! then get any train from Ely to Cambridge, so a totally different route, and she wrote out a paper travel pass with this info on for me to show to the gaurd, so that is what I did, eventually getting into Cambridge at 23:12, 67 mins later than planned.


Anyway i did claim delay repay which was rejected by Northern and their response is below
The intended leg from 19:05 SHEFFIELD left at 19:32, scheduled to arrive at DONCASTER at 19:45, actually arrived 20:06.

The intended leg from 19:54 DONCASTER, scheduled to arrive at PETERBOROUGH at 20:46 could not be taken because Train delay caused a missed connection.

The alternative leg from 20:17 DONCASTER left at 20:18, scheduled to arrive at PETERBOROUGH at 21:02, actually arrived 21:03.

The intended leg from 21:16 PETERBOROUGH left on time, scheduled to arrive at CAMBRIDGE at 22:05, arrived on time.

Total journey delay: No delay - your intended arrival time was 22:05 and the calculated arrival time for your journey was 22:05.


Obviously they have not taken into account the fact I was advised to travel on a totally different route by staff at Sheffield station and I have a travel pass to evidnece this, I am now emailing Northern to appeal and my draft email is as follows

Good Evening,
I write to appeal my delay repay claim which was rejected, please see the claim reference in the subject box.

The basis of my appeal are as follows...

Once I was aware the first leg of my journey, the 19:05 service was delayed I noticed I would miss my connections so I went to the Sheffield station ticket office to explain my situation, as a result of this they wrote out a travel pass for me (which I have attached), this travel pass allowed me to travel on the 19:40 Sheffield to Ely service and then connect onto any service from Ely to Cambridge.

The Sheffield to Ely service arrived at Ely at 22:16, Just as I alighted this service at Ely, the 22:17 service to Cambridge was just about to leave, with there just being 1 minute between my train arriving and next train departing there was no way I could board that train so I waited until the next available service, this turned out to be the 22.53 service as the 22:48 service was delayed, I boarded the 22:53 service which arrived into Cambridge at 23:12, 67 mins after my scheduled arrival time.

Northern caused the delay in the first place which led to me being recommended and authorised to travel this alternative route.

Kind Regards
my name

Sorry the Op is abit long winded, but is there anything anybody recommends i add/take out from my appeal email.

Thanks all

 

[Fawkes Cat]

If I have understood what happened, it might be worth explaining that the ticket office advised you to go via Ely Nottingham - so it wasn't your idea to go by a different route but the railway's idea.[/S]

 

[Watershed]

If I have understood what happened, it might be worth explaining that the ticket office advised you to go via Ely - so it wasn't your idea to go by a different route but the railway's idea.

Both OP's actual route and that suggested by Northern involve going via Ely

The difference is travelling via Nottingham vs Doncaster. To be honest, I'm slightly surprised that the ticket office didn't check what the next available itinerary was, rather than straight up suggesting a different route.

 

[Aaron1]

I have mentioned in the email to them that I was suggested and authorised to travel a different route and of course have attached the evidence.

If I remember right when I went to the Sheffield ticket office I actually asked them to endorse my tickets on the next trains, so I wasn't expecting her to find a totally different route for me!

 

[trover]

It’s lucky of you to have a printed/ hand written note as evidence, many give verbal advice only and refuse to physically hand over something or fill out the endorsement box even when they should.