Delay claim difficulty with Transport for Wales

[BRM]

For a journey at 1702 Abergavenny to Frome on Friday 31/3/23 the tfw planner suggested 1702-2001. The delay claim site gives a journey 1702-2049 with a 1h23min wait at Bristol Parkway. I was delayed as the 1702 arrived in Newport 20 minutes or so late, missing the 1741 connection to Westbury 1904. I arrived into Westbury at 2003 and was picked up there rather than wait 40 minutes for the Frome service.
According to the delay site I was not delayed as it only gives the journey with a long wait in Bristol Parkway.
How can this be?

 

[yorkie]

Did you book online with an itinerary?

If so, forward the email, with a covering note, to customer relations.

 

[BRM]

No bought a ticket at the station.

 

[StarCrossing]

Yes, I came across this recently - journeys that are actually delayed seem to get removed from the system so you can't select them. I wouldn't dare to suggest this is done deliberately to make it hard for people to claim...

At the bottom of the screen where it gives you suggested itineraries, there should be a "Still can't find your train? Add manually" button. You'll need to use this.

 

[BRM]

I agree that something amiss is happening. I did add my actual journey but as the delay claim itinerary was longer I arrived at the time their journey said I would.

 

[northwichcat]

and was picked up there rather than wait 40 minutes for the Frome service.

Maybe don't say that bit. Delay Repay is paid based on the time you arrive at your destination journey.

 

[StripeyNick]

I have found their delay repay system a real pain after doing my first claim. It's taken over 3 weeks to get any response.
I found the daft thing that they wanted screenshots of the mobile tickets but when I tried to do that, the app wouldn't allow it!

 

[AlterEgo]

For a journey at 1702 Abergavenny to Frome on Friday 31/3/23 the tfw planner suggested 1702-2001. The delay claim site gives a journey 1702-2049 with a 1h23min wait at Bristol Parkway. I was delayed as the 1702 arrived in Newport 20 minutes or so late, missing the 1741 connection to Westbury 1904. I arrived into Westbury at 2003 and was picked up there rather than wait 40 minutes for the Frome service.
According to the delay site I was not delayed as it only gives the journey with a long wait in Bristol Parkway.
How can this be?

You can't claim for delay repay anyway. As you abandoned your journey rather than completing it you must claim a refund or partial refund from the retailer. I strongly urge you not to proceed with a delay repay claim, which may land you in trouble.

 

[BRM]

I only bought a Frome ticket as the price was the same as to Westbury, giving me the option of ending or starting my return at either. At the moment I think tfw are best avoided.

 

[MrJeeves]

You can't claim for delay repay anyway. As you abandoned your journey rather than completing it you must claim a refund or partial refund from the retailer. I strongly urge you not to proceed with a delay repay claim, which may land you in trouble.

Did they abandon their journey, or stop short of the destination on their ticket? I would argue this is a grey area, in my view.

I have, many times, ended my journey short of the destination on my ticket and still claimed delay repay, and never encountered issues.

I don't see an issue with OP claiming from Abergavenny to Westbury from TfW, as they were delayed by 59(?) mins into Westbury.

 

[AdamWW]

Did they abandon their journey, or stop short of the destination on their ticket? I would argue this is a grey area, in my view.

I would argue that if the ticket allows break of journey (and thus also permits ending short) and the claim is based on the arrival time at the station the journey ended at it is entirely black and white.
The journey is valid. It was delayed at the end point of the journey and delay repay is based on journeys not tickets. I don't see how someone could argue that it doesn't count because there was a change of plans due to the railway's inability to run to timetable and therefore it's a fraudulent claim.

If TfW set the fare then maybe break of journey isn't allowed though, in which case it does become a different story.

 

[fandroid]

The National Rail Enquiries app still shows that 1702-2001 itinerary as valid for Friday this week