Avanti West Coast Automated Delay Repay/Customer Service

[Leisurefirst]

Hi there,
Perhaps a warning for those signed up...
I was delayed for about 3-4 minutes short of an hour (frustratingly!) from Glasgow Central to Euston on Fri 6/10/23.
Nevertheless due 50% back.
Unlike previous delayed journey with them, Automated Delay Repay did not kick in and I have had to claim manually.
Do you think this because tickets that week were valid on other days because of the strike on the 4th and my e-ticket never got scanned (was just a visual barrier check at GLC and nothing on the train IIRC) so they don't know which day I actually travelled.
I have had the payment credited but it should have been automatic.
BTW, does anybody have a high level contact to complain to at AWC please?
I had an Advance booked for the outward EUS to GLC for the 4th which then got binned by the strike with no service.
I HAD to get there on the 4th as nowhere to stay in Glasgow night of the 3rd and a concert to attend on the 4th so bought the cheapest Caledonian Sleeper seated ticket for the night of the 3rd.
They are refusing to refund me the £18.50 difference between their (refunded) Advance and my alternative travel.
(Despite doing so after a fashion for more than double the amount when the same type of thing happened to me in reverse last year and I had to travel back via ScotRail & Lumo).
I've stressed I had a contract with them and that I've just spent £112 odd on more tickets with them so it's not exactly great customer service...
The Rail Ombudsman awaits...

 

[yorkie]

Hi there,
Perhaps a warning for those signed up...
I was delayed for about 3-4 minutes short of an hour (frustratingly!) from Glasgow Central to Euston on Fri 6/10/23.
Nevertheless due 50% back.
Unlike previous delayed journey with them, Automated Delay Repay did not kick in and I have had to claim manually.
Do you think this because tickets that week were valid on other days because of the strike on the 4th and my e-ticket never got scanned (was just a visual barrier check at GLC and nothing on the train IIRC) so they don't know which day I actually travelled.

Yes ; automatic Delay Repay isn't really feasible unless there a record is made of exactly which trains you caught (or it can be inferred from readings made on entry/exit )

It's especially problematic when acceptance is in place, validities are extended or where journeys involve multiple trains and/or multiple tickets.

I have had the payment credited but it should have been automatic.
BTW, does anybody have a high level contact to complain to at AWC please?
I had an Advance booked for the outward EUS to GLC for the 4th which then got binned by the strike with no service.
I HAD to get there on the 4th as nowhere to stay in Glasgow night of the 3rd and a concert to attend on the 4th so bought the cheapest Caledonian Sleeper seated ticket for the night of the 3rd.
They are refusing to refund me the £18.50 difference between their (refunded) Advance and my alternative travel.
(Despite doing so after a fashion for more than double the amount when the same type of thing happened to me in reverse last year and I had to travel back via ScotRail & Lumo).
I've stressed I had a contract with them and that I've just spent £112 odd on more tickets with them so it's not exactly great customer service...
The Rail Ombudsman awaits...

Your options are/were, either:
1) refund and cough up for new tickets at your own expense; or
2) insist that they re-route you at no additional cost (you must not get the original tickets refunded in this instance)

If you have already accepted a refund, your desired option is no longer available, so you are stuck with paying the extra.

If anyone is unsure what to do in similar positions in future, I suggest asking us before making any purchases.

 

[Leisurefirst]

Yes ; automatic Delay Repay isn't really feasible unless there a record is made of exactly which trains you caught (or it can be inferred from readings made on entry/exit )

It's especially problematic when acceptance is in place, validates are extended or where journeys involve multiple trains and/or multiple tickets.

Your options are/were, either:
1) refund and cough up for new tickets at your own expense; or
2) insist that they re-route you at no additional cost (you must not get the original tickets refunded in this instance)

If you have already accepted a refund, your desired option is no longer available, so you are stuck with paying the extra.

If anyone is unsure what to do in similar positions in future, I suggest asking us before making any purchases.

Thank you Yorkie.