Delay repay query

[wagnaga]

I am interested to know where I stand here.

I booked a return ticket from A to D. On the return it should have been
A to B - TOC 1
B to C - TOC 2
C to D - TOC 3

Before reaching C I find there is a problem with my onward journey C to D - the train is cancelled. I check with platform staff and remain on the train to E. From E I use TOC 3 to get to D.

My ticket was scanned on board journey E to D by the TOC who I submitted the delay repa claim to. I can't recall if I had to scan on exiting the station.

On reaching D my total delay was under half an hour so I submitted a claim on that basis expecting a small repay given it was a return ticket.

The claim gets reviewed and increased to a full repayment on the basis of a two hour plus delay due to cancellation.

Where do I stand? I submitted the correct information for the claim and it's then been increased by the person who reviewed it. The claim was flagged in the portal as being received by an agent and took over a week so it doesn't feel like a computer decided

 

[Jan Mayen]

First of all, I'd check that your timings are correct. If they are, perhaps an email to customer services asking if the amount is correct?

 

[Fawkes Cat]

I am interested to know where I stand here.

I booked a return ticket from A to D. On the return it should have been
A to B - TOC 1
B to C - TOC 2
C to D - TOC 3

Before reaching C I find there is a problem with my onward journey C to D - the train is cancelled. I check with platform staff and remain on the train to E. From E I use TOC 3 to get to D.

My ticket was scanned on board journey E to D by the TOC who I submitted the delay repa claim to. I can't recall if I had to scan on exiting the station.

On reaching D my total delay was under half an hour so I submitted a claim on that basis expecting a small repay given it was a return ticket.

The claim gets reviewed and increased to a full repayment on the basis of a two hour plus delay due to cancellation.

Where do I stand? I submitted the correct information for the claim and it's then been increased by the person who reviewed it. The claim was flagged in the portal as being received by an agent and took over a week so it doesn't feel like a computer decided

Realistically - accept it.

If you are concerned that you are unfairly enriching yourself, either
- give the railway the chance to retrieve the money: email them explaining what you have told us, and asking where they would like the surplus over what was due sent: pragmatically I would see this heading off any later attempt by the railway to take you to court for making off with their money (because you tried to give it back), or
- donate the surplus to a charity of your choice: if you can't think of one there is the Railway Benefit Fund (aka the Railway Benevolent Institution). That way you have no more money than you should have.

 

[JBuchananGB]

It is not unknown for TOCs to use their own data to work out what DR to pay. TOC3 in this case caused the delay by cancelling the service from C to D. When you entered your claim, you told them your intention to use that service. They used their data to decide what you were likely to do. That would have been, get off at C and wait for next train to D. So they have calculated based on that. You were well advised to travel via E, to expedite your journey. You can keep the overpayment, or donate to charity as others have suggested.

 

[AlterEgo]

You claimed truthfully and I’d keep the money. It’s not up to you to do their job for them. If they write later asking for tuppence back then sure whatever.