Open return Blackpool North to Scunthorpe delayed how to get refund/compensation?

[Whistler40145]

Good morning

I hope someone will advise on the following situation

I was travelling from Blackpool North to Scunthorpe on Friday via Manchester Piccadilly, using the 09:29 from Blackpool North and then the 11:18 Manchester Piccadilly to Cleethorpes service, on arrival in Sheffield, the train manager announced the service was now cancelled with no information on onward travel, eventually Transpennine Express sourced a Replacement Coach, which was nearly an hour after arriving in Sheffield, we eventually arrived in Scunthorpe approximately 1 hour 30 minutes behind schedule. I purchased the tickets via Trainline and downloaded to my mobile, I attempted to request refund, which the app showed refund available, but on requesting it the app then shows that no refund is available and keeps saying refund not available at this time, please try again or telephone Trainline

Does anyone know why this is happening?

 

[Watershed]

Good morning

I hope someone will advise on the following situation

I was travelling from Blackpool North to Scunthorpe on Friday via Manchester Piccadilly, using the 09:29 from Blackpool North and then the 11:18 Manchester Piccadilly to Cleethorpes service, on arrival in Sheffield, the train manager announced the service was now cancelled with no information on onward travel, eventually Transpennine Express sourced a Replacement Coach, which was nearly an hour after arriving in Sheffield, we eventually arrived in Scunthorpe approximately 1 hour 30 minutes behind schedule. I purchased the tickets via Trainline and downloaded to my mobile, I attempted to request refund, which the app showed refund available, but on requesting it the app then shows that no refund is available and keeps saying refund not available at this time, please try again or telephone Trainline

Does anyone know why this is happening?

It sounds like you completed your journey. Therefore the app is correct that you cannot claim a refund. A refund is for when you don't travel at all, or don't make the entire journey.

Instead you are entitled to claim Delay Repay, as compensation for the delay you've experienced. You claim this from the train company that caused your journey to become delayed, i.e. TPE in this case.

 

[Mcr Warrior]

Does anyone know why this is happening?

Concur with @Watershed here.

Claiming 'Delay Repay' from TPE would be correct course of action. Not sure why the OP considered it appropriate to attempt to claim a refund directly from the Trainline.

 

[Whistler40145]

How does one claim delay repay on electronic tickets please?

== Doublepost prevention - post automatically merged: 23 Aug 2022 ==

Concur with @Watershed here.

Claiming 'Delay Repay' from TPE would be correct course of action. Not sure why the OP considered it appropriate to attempt to claim a refund directly from the Trainline.

I didn't purchase the tickets via Transpennine Express so why would I contact them?

 

[Mcr Warrior]

I didn't purchase the tickets via Transpennine Express so why would I contact them?

They were the train operating company who caused the delay on the journey you were making. You can claim from them.

More info here...

Delay Repay Compensation | Claim Now | TransPennine Express

Delay repay compensation is available for delays of 15 minutes or more on a recent train journey. Complete our online application form and claim now

www.tpexpress.co.uk

 

[Whistler40145]

They were the train operating company who caused the delay on the journey you were making. You can claim from them.

More info here...

Delay Repay Compensation | Claim Now | TransPennine Express

Delay repay compensation is available for delays of 15 minutes or more on a recent train journey. Complete our online application form and claim now

www.tpexpress.co.uk

My apologies and thanks for your help

 

[NorthWestRover]

And TPE is very simple to claim Delay Repay from. Or has been when I've used them even when the total delay they caused was more on another TOC.

 

[Watershed]

How does one claim delay repay on electronic tickets please?

Download the PDF and attach it to your claim if you had an e-ticket. In the unlikely event you had an m-ticket, it's a bit more complex as these are normally marked as "expired" in the app after the date of validity, and may not display. But a screenshot of whatever you can see in the app, plus the booking confirmation, should suffice.

I didn't purchase the tickets via Transpennine Express so why would I contact them?

Because of the cack-handed approach the industry has, whereby you must go to the retailer for a refund (if you don't travel) but to the TOC for Delay Repay (if you do travel but are delayed). Retailers aren't even allowed to let you submit a DR claim through them (AFAIK).

To be fair, it's not terribly different to how it works in aviation, whereby you would also claim delay compensation from the airline, who may well be different to the ticket issuer. But that's not to say it's a setup which should be emulated!