LNER delay repay question

[williamn]

I’m currently travelling London to Inverurie on an ‘LNER and connections’ advance ticket. My Scotrail train from Edinburgh to Aberdeen arrived 16 mins late causing me to miss my booked connection, so I’ll now be 35 mins late at Inverurie.

Who do I apply to for compensation? LNER or Scotrail?

 

[hexagon789]

I’m currently travelling London to Inverurie on an ‘LNER and connections’ advance ticket. My Scotrail train from Edinburgh to Aberdeen arrived 16 mins late causing me to miss my booked connection, so I’ll now be 35 mins late at Inverurie.

Who do I apply to for compensation? LNER or Scotrail?

Who did you buy the ticket from?

 

[CyrusWuff]

I’m currently travelling London to Inverurie on an ‘LNER and connections’ advance ticket. My Scotrail train from Edinburgh to Aberdeen arrived 16 mins late causing me to miss my booked connection, so I’ll now be 35 mins late at Inverurie.

Who do I apply to for compensation? LNER or Scotrail?

ScotRail, as their train being delayed caused your late arrival.

 

[Watershed]

Who did you buy the ticket from?

Doesn't matter who you booked with - for Delay Repay all that matters is who is responsible for your journey becoming delayed. In this case that's ScotRail.

 

[williamn]

It was through LNER - so I should apply to Scotrail nevertheless?

 

[Watershed]

It was through LNER - so I should apply to Scotrail nevertheless?

Yes. The retailer is responsible for selling and issuing you your ticket(s), and refunding it if you don't travel. The TOC is responsible for everything else, including Delay Repay.

 

[williamn]

Brilliant, thanks!

 

[Haywain]

Who did you buy the ticket from?

Utterly and completely irrelevant.

It was through LNER - so I should apply to Scotrail nevertheless?

Yes.

 

[hexagon789]

Utterly and completely irrelevant.

Fair enough, I thought you had to claim from whoever you purchased the tickets from.

 

[gray1404]

Fair enough, I thought you had to claim from whoever you purchased the tickets from.

Big fat NO!

 

[hexagon789]

Big fat NO!

I thought I'd read that it had to be from the "original retailer" but that's much better that that isn't the case.

 

[Watershed]

Fair enough, I thought you had to claim from whoever you purchased the tickets from.

It's understandable that there is confusion on this, as many staff use the term 'refund' when really they mean delay compensation. And a significant proportion of people will buy their ticket from the same company that they travel with, so they don't need to think about who to claim from.

 

[hexagon789]

It's understandable that there is confusion on this, as many staff use the term 'refund' when really they mean delay compensation. And a significant proportion of people will buy their ticket from the same company that they travel with, so they don't need to think about who to claim from.

Well, that's it essentially. I think one conflates compensation with refund, so you expect the money back from the company you paid it out to in the first place.

 

[STINT47]

If you decide not to travel or abandon your journey due to delays or cancellations you claim a refund from the company that your purchased the ticket from.

If you travel and finish your journey late due to delays or cancellations you claim delay repay compensation from the train company that first caused a delay.

This may be clear to myself but it's not surprising that ordinary passengers get confused.

What then doesn't help is that staff.often get it wrong. On twitter EMR recently told a passenger who purchased a ticket via their website for a Cross Country service but decided not to travel due to a cancelled train to raise a delay repay form with Cross Country. Totally wrong advice and this is coming from their team who are there to help and guide customers.