Delay Repay: Unsure which ticket to claim on

[jkkne]

Hi All

Last week I was booked from Stalybridge to Newcastle with TPE. TPE cancelled the 13.50 from SYB to Huddersfield where I was due to make my connection (as one of their night before preplanned cancellations)

The options given to me were board the 13:12 (which would require leaving my meeting earlier and an hour wait in Huddersfield) or delay my journey by an hour (with no available seats in first on the way back home and not fancying battling the A1 traffic home from Newcastle at 5pm)

I was in Ashton for work and realised I could catch a tram into Victoria and board the train I was actually due on as it departed Man Vic at 13.45 so I asked TPE Customer Service if I could do that and they said 'its up to the guard' - now obviously I couldn't board at Vic without a ticket as Northern's gateline staff were absolutely not letting me through so I ended up buying a £30 first class one way from Vic to Huddersfield and use my ticket as planned from there.

My question is - do I have any recourse to claim the £30 additional ticket back (perhaps cheekily the tram fare to Vic) or should I claim on the original SYB to NCL through ticket?

 

[Mcr Warrior]

Were you actually delayed into Newcastle?

Seems from what you say that you ended up on the originally booked train between Huddersfield and Newcastle?

If there's been no delay, is a 'Delay Repay' claim actually appropriate? And if not, what is appropriate to claim?

P.S. I have an Anytime Day Single from Manchester to Huddersfield as being £23.80 (First class).

The Metrolink zones 1/2/3 single maybe £3.80 on top.

Where've you got £30 from?

 

[30907]

I assume your original ticket was an Advance?

Your correct option is to contact TPE Customer Services about the £23.70.
(Though in the circs I might have paid £5.50 for a Stalybridge ticket and discussed matters with the conductor on boarding...).

If you are sure that your ticket wasn't checked (were the gates at NCL open?) and the delay repay is no greater than your actual loss then you might choose that route as being less hassle, but you would be making a false claim.

PS the barrier staff at MCV were correct as you didn't hold a valid ticket from there.

 

[jkkne]

Were you actually delayed into Newcastle?

Seems from what you say that you ended up on the originally booked train between Huddersfield and Newcastle?

If there's been no delay, is a 'Delay Repay' claim actually appropriate? And if not, what is appropriate to claim?

P.S. I have an Anytime Day Single from Manchester to Huddersfield as being £23.80 (First class).

The Metrolink zones 1/2/3 single maybe £3.80 on top.

Where've you got £30 from?

That was my badly worded question in terms of what should I claim?

I omitted I was travelling with a colleague (also my partner!) on a Two Together hence the £30 (£15 each)

 

[Starmill]

PS the barrier staff at MCV were correct as you didn't hold a valid ticket from there.

On what basis would this be true? A customer who is delayed by this long is entitled to rerouting. It seems entirely reasonable to suggest that the company's other services from the nearby station instead are appropriate rerouting. The company should have made this option available. If they don't like having to provide last-minute rerouting options maybe they shouldn't be advertising trains that have little hope of running.

 

[jkkne]

I assume your original ticket was an Advance?

Your correct option is to contact TPE Customer Services about the £23.70.
(Though in the circs I might have paid £5.50 for a Stalybridge ticket and discussed matters with the conductor on boarding...).

If you are sure that your ticket wasn't checked (were the gates at NCL open?) and the delay repay is no greater than your actual loss then you might choose that route as being less hassle, but you would be making a false claim.

PS the barrier staff at MCV were correct as you didn't hold a valid ticket from there.

It was an advance yes- agree on Barrier staff they were doing their job on that one.

I did suggest with TPE on buying a SYB single but within twitter DMs they were adamant I coudn't and I didn't want to risk the wrath. I'd be more than happy to get back my MCV-HUD ticket costings tbh but I'm not sure if it qualifies as delay repay.

The SYB to NCL was £24.60 each in 1st (TT Railcard advance) whereas the MCV to HUDD was £31.20 (£15.60 each Anytime First)

 

[Starmill]

That was my badly worded question in terms of what should I claim?

I omitted I was travelling with a colleague (also my partner!) on a Two Together hence the £30 (£15 each)

What you should do is write to customer services with the same explanation you've given here (although of course don't omit the same information again) and pictures of both sets of tickets. You may not receive anything at all in the first line response, but this is the first step.

 

[30907]

On what basis would this be true? A customer who is delayed by this long is entitled to rerouting.
It seems entirely reasonable to suggest that the company's other services from the nearby station instead are appropriate rerouting.

7 miles away in the wrong direction - stretching a point.
I agree TPE could have authorised it, and that the extra cost should be refunded.

 

[Starmill]

7 miles away in the wrong direction - stretching a point.

Why is that a stretch? It's a 150 mile journey and seven miles hardly seems a large deviation. This is the closest alternative station. If the customer is happy to make their own way to there the company can offer travel from there.

In my view the company should be obliged either to permit this or to have the train make an additional stop. It's up to them to choose which.

 

[yorkie]

@jkkne how did you get on? is the matter resolved now?

Why is that a stretch? It's a 150 mile journey and seven miles hardly seems a large deviation. This is the closest alternative station. If the customer is happy to make their own way to there the company can offer travel from there.

In my view the company should be obliged either to permit this or to have the train make an additional stop. It's up to them to choose which.

I agree. If a customer is going out of their way to reduce the train companies liabilities, the least the train company can do is to provide reasonable assistance to the customer.

 

[jkkne]

@jkkne how did you get on? is the matter resolved now?

I agree. If a customer is going out of their way to reduce the train companies liabilities, the least the train company can do is to provide reasonable assistance to the customer.

I was dealt with very fairly by TPE. I explained what had happened, they bizarrely refunded my return leg ticket as opposed to just the connection fare (which cost them £30 more but hey ho !)