Delay repay when journey delayed due to overcrowding

[elleonrojo]

This is my first post, so apologies if this isn't the right place for it.

Yesterday I got a train from Manchester to London, changing at Crewe. I wasn't able to get on the Manchester-Crewe train and so arrived in London late. I'd like to claim Delay Repay Compensation - my only concern is that the train from Manchester-Crewe wasn't actually delayed. Due to overcrowding caused by other services being cancelled, I (alongside a large number of other passengers) weren't allowed to board the train.

Do you know if this means I'll still be eligible for the Delay Compensation?

Thanks.

 

[skyhigh]

Do you know if this means I'll still be eligible for the Delay Compensation?

Yes, you're still eligible but you may need to appeal the claim as it'll likely be declined on the first attempt as the train itself was on time.

 

[SuspectUsual]

This is my first post, so apologies if this isn't the right place for it.

Yesterday I got a train from Manchester to London, changing at Crewe. I wasn't able to get on the Manchester-Crewe train and so arrived in London late. I'd like to claim Delay Repay Compensation - my only concern is that the train from Manchester-Crewe wasn't actually delayed. Due to overcrowding caused by other services being cancelled, I (alongside a large number of other passengers) weren't allowed to board the train.

Do you know if this means I'll still be eligible for the Delay Compensation?

Thanks.

Yes you are, though you'll probably have it rejected initially.

 

[Hadders]

I have claimed successfully on several occasions when I've been unable to board due to overcrowding.

if your arrival in London was sufficiently delayed then you can claim for your through journey from Manchester to London. You must claim from the operator of the Manchester to Crewe train. Expect a rejection initially (because automated systems deal with claims in the first instance these days). If it is rejected submit it as this will get looked at by a human.

 

[Fawkes Cat]

To expand a little on what has been said; our understanding is that Delay Repay claims are first looked at by a computer. Computers know about delayed and cancelled trains, so can sort out most Delay Repay claims. But they don't know about overcrowded trains, so it will reject your claim. But when you appeal, a real human being will look at your claim, and hopefully will understand the problem.

So put in your claim, but try not to be offended when it's rejected. Then there should be instructions on how to appeal. At every stage, but particularly the appeal, make sure that you explain that you were delayed because you couldn't get on the train.

 

[elleonrojo]

OK great - thanks everyone

 

[WesternLancer]

OK great - thanks everyone

make sure you claim from the correct train operator - if you are not sure which operator that was, post the train times here and someone will be able to tell you which company operated that train and thus who you should submit your claim to.
If the initial claim form allows you to add an explanation or text re the delay explain the overcrowding meant staff prevented you and other passengers boarding. If it does not then you will have to do that at the appeal stage.

Head back here as and when you need more advice.

 

[elleonrojo]

Train 1: Manchester Piccadilly - Crewe, 15:30 20-Nov-2022, Transport for Wales
Train 2: Crewe - London Euston, 16:43 20-Nov-2022, Avanti

I've claimed from Transport for Wales... believe that's correct as they were operating the overcrowded train? Am I right in thinking that the operator you book from doesn't impact where you should claim from?

 

[Fawkes Cat]

Train 1: Manchester Piccadilly - Crewe, 15:30 20-Nov-2022, Transport for Wales
Train 2: Crewe - London Euston, 16:43 20-Nov-2022, Avanti

I've claimed from Transport for Wales... believe that's correct as they were operating the overcrowded train? Am I right in thinking that the operator you book from doesn't impact where you should claim from?

You’ve got it right!

 

[elleonrojo]

Me again!

Thanks everyone for your help so far. I made the claim from TfW, and like you said the system automatically rejected it initially. I appealed the claim and their response was "Regrettably, there is no entitlement to compensation where you are unable to board a train due to overcrowding".

Is there any further action available to me? My ticket was an off-peak single if that makes any difference.

Thanks
Ben

 

[All Line Rover]

Ask TfW for a deadlock letter and then refer your complaint to the Rail Ombudsman.

There is an entitlement to compensation where a journey is delayed due to overcrowding. The Delay Repay T&Cs do not exclude overcrowding as a relevant cause of delays, and certain train operators - such as West Midlands Trains / London Northwestern - explicitly list "Overcrowding" alongside "Train delayed" and "Train cancelled" in the part of their delay repay form that asks for the cause of a delayed journey.