Is my Delay Repay compensation amount right?

[miklcct]

Unfortunately there was a train which was significantly late during my journey from Cambridge to Kings Cross last week.

The ticket I used was my Travelcard (£1628 for my annual Zones 1-2 Travelcard) and a Boundary Zone extension (£13.50 for Boundary Zone 2 to Cambridge North return). The train from Royston to Kings Cross was delayed between 15 to 29 minutes. The claim was processed manually because the system couldn't find the schedule of the rail replacement bus involved.

The payout was £1.70. Was it right?

 

[30907]

Unfortunately there was a train which was significantly late during my journey from Cambridge to Kings Cross last week.

The ticket I used was my Travelcard (£1628 for my annual Zones 1-2 Travelcard) and a Boundary Zone extension (£13.50 for Boundary Zone 2 to Cambridge North return). The train from Royston to Kings Cross was delayed between 15 to 29 minutes. The claim was processed manually because the system couldn't find the schedule of the rail replacement bus involved.

The payout was £1.70. Was it right?

Looks like 25% of one leg of the BZ fare.
What are the rules for Travelcards?

 

[Watershed]

That calculation is incorrect as it appears to only take into account the Boundary Zone 2 (BZ2) to Cambridge (CBG) ticket, and not your Travelcard.

15-29 minute delays entitle you to compensation of 25% of a single or 12.5% of a return. Your Travelcard is an annual season ticket; compensation for annual seasons is based on an assumed 464 single journeys a year (2 for each working day in the year). So for your Travelcard you're entitled to 25% of 1/464th of £1628, i.e. £0.87715 (this would round to 88p).

12.5% of your £13.50 BZ2-CBG return is £1.6875 (which GTRappear to have rounded to £1.70), so you are due a further 87p. Up to you whether you consider it worthwhile appealing to get this.

 

[miklcct]

Unfortunately I have encountered a delay again today due to a signal fault. The combination of tickets I use are my Zones 1-2 Annual Travelcard on my Oyster and a London Thameslink - Brighton return with the Annual Gold Card discount as an e-ticket, for a through journey between West Hampstead Thameslink and Brighton.

Thameslink Delay Repay interface is dumb that it doesn't allow me to choose multiple kinds of tickets, and it only allows me to submit a single photo. How should I enter the information into the Delay Repay system such that it can calculate the right amount of Delay Repay automatically?

 

[Watershed]

Unfortunately I have encountered a delay again today due to a signal fault. The combination of tickets I use are my Zones 1-2 Annual Travelcard on my Oyster and a London Thameslink - Brighton return with the Annual Gold Card discount as an e-ticket, for a through journey between West Hampstead Thameslink and Brighton.

Thameslink Delay Repay interface is dumb that it doesn't allow me to choose multiple kinds of tickets, and it only allows me to submit a single photo. How should I enter the information into the Delay Repay system such that it can calculate the right amount of Delay Repay automatically?

I don't think it's possible with Thameslink's system. You will either have to contact their customer services and ask them to process a manual claim, or submit a claim through the form, have it calculated incorrectly, and then appeal.

 

[30907]

I don't think it's possible with Thameslink's system. You will either have to contact their customer services and ask them to process a manual claim, or submit a claim through the form, have it calculated incorrectly, and then appeal.

Can you take a photo showing both tickets? Even then, your experience suggests they will get it wrong and you will have to argue for the final 87p.

 

[miklcct]

Can you take a photo showing both tickets? Even then, your experience suggests they will get it wrong and you will have to argue for the final 87p.

Not surprisingly my "resubmitted claim" for the Cambridge North - London journey has been declined as "they have found an identical claim in the system". I have contacted the customer service as a result about it, and also included the reference for my West Hampstead Thameslink - Brighton journey as well.

Honestly this is an extremely poor experience for season ticket holders if I have to contact the customer service every single time to get the right amount of compensation paid whenever the journey is made by a season ticket plus an extension, and if the journey involves anything but a direct train or the shortest route, it may well cause notice to the Pricing Managers to remove valid routes on the extension tickets I use from the Routeing Guide.

 

[30907]

Honestly this is an extremely poor experience for season ticket holders if I have to contact the customer service every single time to get the right amount of compensation paid whenever the journey is made by a season ticket plus an extension,

Fair point - and it applies to many other situations.

and if the journey involves anything but a direct train or the shortest route, it may well cause notice to the Pricing Managers to remove valid routes on the extension tickets I use from the Routeing Guide.

As with any non obvious routing (let alone a loophole) you need to weigh the saving by using the fare against the risk of a pricing manager spotting it

 

[OscarH]

I've had luck with GTR with combining an eTicket and PAYG Oyster by selecting eTicket, uploading a joined PDF of the eTicket and Oyster statement, and summing the two together for the price. Have never tried with a season though, that would make the price field question harder. Maybe trying 1/464 of the cost might work