Avanti delay repay - rejected as no journey found

[Trainbike46]

Last friday I travelled with Avanti from London euston to Birkenhead Hamilton Square (BKQ). I had forgotten about the engineering works, so was surprised to find there were no liverpool trains, and asked a member of staff for advice. He recommended I take the 16:39 Glasgow train to Crewe, then change there for Liverpool or Chester. This train was delayed by almost an hour on arrival in Crewe (https://www.realtimetrains.co.uk/service/gb-nr:L33880/2023-07-21#allox_id=0). As the liverpool train from there was listed as very delayed, but the Chester train was at that point listed as on time, and connected reasonably well into merseyrail, I took the Chester train (https://www.realtimetrains.co.uk/service/gb-nr:L33591/2023-07-21/detailed#allox_id=0). This was then further delayed, causing me to miss the merseyrail train. The merseyrail train I did make is this one (https://www.realtimetrains.co.uk/service/gb-nr:L34607/2023-07-21/detailed), giving a 21:39 arrival, or exactly 5 hours after leaving london. As this journey (London-BKQ) normally takes well under 3 hours, I figured this would be an obvious case of 120+ minutes delay repay. However, Avanti just rejected my delay repay claim, as they state there was no timetabled journey was found.

I intend to appeal, but Avanti apparently wants to know what trains I would have taken, rather than the ones I actually took.
How do I find out what trains I would have taken, had the delay not happened? I bought a return ticket from the ticket office at BKQ, so don't have an itinerary to refer to, and journey planners can't be used for the past.

 

[JBuchananGB]

Declare your intended journey as
Euston dep 1639. Crewe arr 1855
Crewe dep 1923. Chester arr. 1942
Chester dep 1957 Hamilton Square arr 2037.

You can check these on RTT.

Based on your actual journey you were delayed 62 minutes

 

[Trainbike46]

Declare your intended journey as
Euston dep 1639. Crewe arr 1855
Crewe dep 1923. Chester arr. 1942
Chester dep 1957 Hamilton Square arr 2037.

You can check these on RTT.

Based on your actual journey you were delayed 62 minutes

Thank you!

I didn't realise the engineering works had that much impact, especially as the outward (affected by the same engineering works), was still pretty close to 3 hours in journey time

 

[Haywain]

Thank you!

I didn't realise the engineering works had that much impact, especially as the outward (affected by the same engineering works), was still pretty close to 3 hours in journey time

Did you buy your ticket in advance, against an itinerary? If so, the itinerary would show your planned times.

 

[Trainbike46]

Did you buy your ticket in advance, against an itinerary? If so, the itinerary would show your planned times.

I bought a BKQ-Euston open return ticket from the BKQ ticket office the saturday before, so 6 days in advance but without an itinerary

 

[JBuchananGB]

I didn't realise the engineering works had that much impact, especially as the outward (affected by the same engineering works), was still pretty close to 3 hours in journey time

Glasgow train does not normally stop at Crewe, but when it runs straight through it is only 90 minutes out of London. Your train was timetabled for 2h16m due to diversions etc and then delayed. You can claim against the published timetable, so you can definitely claim for the 62 minutes actual delay.

 

[Haywain]

I bought a BKQ-Euston open return ticket from the BKQ ticket office the saturday before, so 6 days in advance but without an itinerary

In which case you will be relying on the times in post #2. And for those who don't know, which included me, BKQ = Birkenhead Hamilton Square.

 

[Trainbike46]

I filed the appeal using the times suggested above, thank you both for replying

 

[JBuchananGB]

And for those who don't know, which included me, BKQ = Birkenhead Hamilton Square.

As mentioned in the first line of the OP's first post, in accordance with Forum best practice.