Delay Repay Rejected (Northern)

[Southern Beau]

Just checking if my delay repay claim should have been rejected.

Travelled Sat 30 Apr from Manchester Piccadilly to Preston on an advance.
Specified Northen train was cancelled (30 mins before journey) and subsequent train delayed too. Meant a big delay on arriving in to Preston.
Reason was due to issues with signalling between Piccadilly and Oxford Road.

Is delay repay here valid or was the issue outside of Northern’s control and thus they are not responsible?

No specific reason for rejection given on their email:

Decision: Unsuccessful

Thank you for your recent Delay Repay claim submission. We've rejected your claim as it doesn't meet the criteria stated in our current policy. If you would like to continue with this claim or provide further supporting information, then please contact our customer relations team.

If you believe we've made the wrong decision or that you've given us the wrong information, then the quickest way to update us is to appeal the claim using our online web page at

 

[skyhigh]

Is delay repay here valid

Simple answer - yes.

 

[Mcr Warrior]

Sounds, on the face of it, to be a load of nonsense by Northern and their response should be appealed.

What time service was your Advance (ticket) originally booked for?

 

[Southern Beau]

Sounds, on the face of it, to be a load of nonsense by Northern and their response should be appealed.

What time service was your Advance originally booked for?

14:01

 

[Watershed]

Just checking if my delay repay claim should have been rejected.

Travelled Sat 30 Apr from Manchester Piccadilly to Preston on an advance.
Specified Northen train was cancelled (30 mins before journey) and subsequent train delayed too. Meant a big delay on arriving in to Preston.
Reason was due to issues with signalling between Piccadilly and Oxford Road.

Is delay repay here valid or was the issue outside of Northern’s control and thus they are not responsible?

No specific reason for rejection given on their email:

Decision: Unsuccessful

Thank you for your recent Delay Repay claim submission. We've rejected your claim as it doesn't meet the criteria stated in our current policy. If you would like to continue with this claim or provide further supporting information, then please contact our customer relations team.

If you believe we've made the wrong decision or that you've given us the wrong information, then the quickest way to update us is to appeal the claim using our online web page at

As with virtually all operators, Northern's Delay Repay scheme is not fault-based. The reason for the delay is irrelevant for your claim.

It sounds as if this may just be an error so I would appeal it and see what they come back with.

 

[Southern Beau]

As with virtually all operators, Northern's Delay Repay scheme is not fault-based. The reason for the delay is irrelevant for your claim.

It sounds as if this may just be an error so I would appeal it and see what they come back with.

I rarely have issues with Northern’s delay repay however this is the first time using their new claims system

 

[Mcr Warrior]

Is the delay occasioned to the OP just over an hour in this particular instance?

 

[Southern Beau]

Yes, it is

 

[Mcr Warrior]

Is the delay occasioned to the OP just over an hour in this particular instance?

Yes, it is

Should entitle you to 100% compensation of your ticket price paid (or one complimentary return ticket).

How much is at stake here? £5.80?

 

[Southern Beau]

That’s correct, I normally go for the comp return

 

[northwichcat]

Looking at next Saturday's time that Northern service is scheduled to arrive at 14:49, the following TPE is scheduled to arrive at 15:02 (a difference of less than 15 minutes). Of course, the TPE service didn't run last Saturday due to a strike and even if it had you would have needed authorisation to travel on it with a Northern ticket. But maybe someone (or a computer program) has made some incorrect presumptions based on a TPE service being less than 15 minutes behind it?

 

[_toommm_]

Try sending them the RealTimeTrains links in your email. It's the only way I could communicate to them when they continually rejected my last delay repay and I had to appeal three times.

Original booked train, booked arrival 14:49, cancelled:

Realtime Trains | 1N59 1346 Manchester Airport to Blackpool North | 30/04/2022

Real-time train running information for 1N59 1346 departure from Manchester Airport to Blackpool North on 30/04/2022. From Realtime Trains, an independent source of train running info for Great Britain.

www.realtimetrains.co.uk

Next available service to Preston, booked arrival 15:23, actual arrival 15:53:

Realtime Trains | 2N68 1412½ Stockport to Blackpool North | 30/04/2022

Real-time train running information for 2N68 1412½ departure from Stockport to Blackpool North on 30/04/2022. From Realtime Trains, an independent source of train running info for Great Britain.

www.realtimetrains.co.uk

 

[scrapy]

I'm not sure if Northern are simply rejecting all delay repay claims, hoping people wont appeal. I had a perfectly good and simple one rejected a few weeks ago. I provided the same information on appeal and it was accepted. There reason for the initial rejection was that they didn't think I'd completed the journey, even though I provided evidence and my ticket was scanned at the destination.

 

[Southern Beau]

I'm not sure if Northern are simply rejecting all delay repay claims, hoping people wont appeal. I had a perfectly good and simple one rejected a few weeks ago. I provided the same information on appeal and it was accepted. There reason for the initial rejection was that they didn't think I'd completed the journey, even though I provided evidence and my ticket was scanned at the destination.

I usually have no issues with northern but this was my first time using their new system

 

[Kite159]

I'm not sure if Northern are simply rejecting all delay repay claims, hoping people wont appeal. I had a perfectly good and simple one rejected a few weeks ago. I provided the same information on appeal and it was accepted. There reason for the initial rejection was that they didn't think I'd completed the journey, even though I provided evidence and my ticket was scanned at the destination.

Wouldn't put it pass some operators to have that sort of attitude, knowing that ~ 50% won't bother challenging it. Less money to pay out for delays

 

[trover]

I'm not sure if Northern are simply rejecting all delay repay claims, hoping people wont appeal. I had a perfectly good and simple one rejected a few weeks ago. I provided the same information on appeal and it was accepted. There reason for the initial rejection was that they didn't think I'd completed the journey, even though I provided evidence and my ticket was scanned at the destination.

No surprise, I’ve had a delay repay claim logged by the delay repay team (customer service instructed them to do so upon my request) rejected by themselves. Ofc I appealed and it was rectified. Not perfect but at least they’re willing to acknowledge.

 

[Southern Beau]

I submitted an appeal which is still being reviewed.

Interestingly my wife submitted a claim for the exact same journey a few mins after my original application, and she received an email yesterday saying it has been approved!

 

[yorkie]

I submitted an appeal which is still being reviewed.

How did you get on?

 

[Southern Beau]

Appeal was rejected.
Used online chat and eventually they agreed with me!