LNER delay repay for split journey (one leg e-ticket, one leg paper)

[lachlan]

Hi all, I submitted a delay repay claim to LNER for a journey I made in January from Stonehaven to Bristol Temple Meads. I used a paper advance single from Stonehaven to Reading and then an eTicket from Reading to Bristol Temple Meads (with a change at Bristol Parkway.

LNER cancelled their service north of Edinburgh and as a result I arrived at 19:10 instead of the 17:28 time in my original itinery.

Following an email to LNER they've allowed me to claim delay repay for the first ticket but not the second. When I advised that I also used the second ticket and would like compensation, they wrote "This does not include the Reading to Bristol journey as this is not an LNER journey. To claim a delay repay on this, you would have to contact the train provider responsible for the delay, in this case, this would be, Great Western Railway."

As GWR did not cause a delay to my journey, I don't think it is appropriate for me to contact them. I believe my split ticket itinery is valid and LNER should refund me the cost of both tickets, but thought I would share here first for advice before I respond. I would appreciate your input, thanks.

EDIT: Their response feels more ridiculous now as of course the cross-London trip and the Paddington-Reading legs were not LNER either.

 

[yorkie]

LNER re wrong. I'd give them one more chance before going to the ombudsman.

Delay Repay applies to the whole journey; customers may use multiple tickets for one journey.

You could also tweet them and show them this thread.

 

[lachlan]

LNER re wrong. I'd give them one more chance before going to the ombudsman.

Delay Repay applies to the whole journey; customers may use multiple tickets for one journey.

You could also tweet them and show them this thread.

Thank you for this. Is there some sort of online rule book I can refer them to as well?

 

[Watershed]

Thank you for this. Is there some sort of online rule book I can refer them to as well?

You could go through the NRCoT, but the easiest thing is simply to refer them to their own Charter:

If you have a combination of tickets for your journey, we will compensate you for your whole journey. If part of your journey was with another train company, we will compensate you if we caused the delay.

 

[lachlan]

You could go through the NRCoT, but the easiest thing is simply to refer them to their own Charter:

I've replied to them quoting this, let's see what they say.

== Doublepost prevention - post automatically merged: 18 Feb 2023 ==

Update: as I got no response to my email I ended up contacting them on Twitter and the team stated the same thing,that I would only be compensated for the Stoenhaven-Reading journey. I subsequently phoned them up and after a bit of thinking they said they had made a mistake and I would indeed be entitled to the full amount of compensation. Looks like this is resolved now

 

[andythebrave]

Sorry to drag a thread up from the depths but may I ask how does one submit a delay repay claim to LNER when the journey involved a combination of paper and e tickets as I was caught up in todays horrors near York?
The website only allows the upload of one image per claim you see.
Thanks in advance

 

[Haywain]

Sorry to drag a thread up from the depths but may I ask how does one submit a delay repay claim to LNER when the journey involved a combination of paper and e tickets as I was caught up in todays horrors near York?
The website only allows the upload of one image per claim you see.
Thanks in advance

Make one image with all of your tickets and upload that.

 

[andythebrave]

Okeydokey, I did think of doing that but was put off by the requirement to send only an electronic copy of etickets rather than a photo.

 

[Bletchleyite]

I do note that the FirstGroup DR sites now ask if you used multiple tickets and allow you to upload them separately (just did one, indeed, using a Travelcard and a Boundary Zone 6 ticket with it). However if you need to there is software that will merge several PDFs into one, and if you used Trainsplit that does it for you anyway.