How much Delay Repay was I actually entitled to?

[Bungle73]

Hi. Was on the 15:30 EDB to KGX yesterday, which arrive around 50 minutes late. This then made me miss my connection from St. Pancras to Sittingbourne, and then onto Kemsley, meaning I arrived home an hour later than I should have dome. I have LNER's one click delay repay activated, so they sent me an email shortly after my train arrived into KGX. I clicked the the link and got a 50% refund allocated straight away, based on the ~50 minute delay. I've thought this morning, should I have done it manually and got a 100% refund, since my entire journey ended with me being an hour late to my destination?

It was split e-tickets, which complicates matters.

 

[Haywain]

should I have done it manually and got a 100% refund, since my entire journey ended with me being an hour late to my destination?

Yes. Was the automatic DR for all of the tickets or just one thst covered the LNER part of the journey? You can contact LNER customer relations to try and reclaim the balance.

 

[Watershed]

Hi. Was on the 15:30 EDB to KGX yesterday, which arrive around 50 minutes late. This then made me miss my connection from St. Pancras to Sittingbourne, and then onto Kemsley, meaning I arrived home an hour later than I should have dome. I have LNER's one click delay repay activated, so they sent me an email shortly after my train arrived into KGX. I clicked the the link and got a 50% refund allocated straight away, based on the ~50 minute delay. I've thought this morning, should I have done it manually and got a 100% refund, since my entire journey ended with me being an hour late to my destination?

It was split e-tickets, which complicates matters.

You're entitled to Delay Repay based on the combined value of your tickets, and the delay in arriving at your final destination. One Click DR systems don't take into account connections or other tickets, so you should really have done a manual claim with LNER.

I'd suggest contacting their customer services to get the existing claim amended to reflect your entire journey to Kemsley.

NB Delay Repay is compensation (in the form of liquidated damages) rather than a refund - it's important not to accidentally apply for a refund of your ticket.

 

[Bungle73]

OK, thanks. I'll get on it.

== Doublepost prevention - post automatically merged: 22 May 2025 ==

This is what they said

Firstly, I am sorry to hear that you were delayed on your recent journey. As your second ticket was booked through a different Train operator and not on your LNER account you can't claim compensation for this ticket as although it was a through journey the tickets are in no way linked. Therefore the compensation you've received is correct and we wouldn't look to raise anything further.

Surely that's not right? The delay was their train not SE's. And how can they not be linked when it was ONE journey?

 

[Watershed]

OK, thanks. I'll get on it.

== Doublepost prevention - post automatically merged: 22 May 2025 ==

This is what they said



Surely that's not right? The delay was their train not SE's. And how can they not be linked when it was ONE journey?

The retailer you bought the ticket through is irrelevant - you claim from the train company at fault. I'd ask them to rethink.

 

[Bungle73]

The retailer you bought the ticket through is irrelevant - you claim from the train company at fault. I'd ask them to rethink.

That's what I thought.

 

[Hadders]

OK, thanks. I'll get on it.

== Doublepost prevention - post automatically merged: 22 May 2025 ==

This is what they said



Surely that's not right? The delay was their train not SE's. And how can they not be linked when it was ONE journey?

It's been a while since I've seen a reply as poor as this, I thought train comanies had stamped this sort of nonsense out.

 

[Bungle73]

Result!

Thank you for contacting London North Eastern Railway.

You are correct in saying that the two tickets you submitted still class as a full journey under the delay repay scheme, regardless of where the tickets were purchased.

I can now confirm that you were delayed a total of 64 minutes so are entitled to the full cost of your tickets as compensation. As we have already sent you £39.90 we are going to raise another payment of £48.10

You will shortly receive an email from us that contains a secure link so you can provide us with your bank details. As this is a manual payment we are unable to credit this back to your card.

Please accept our apologies for the misunderstanding, I have credited your online account with a £25.00 e voucher and you can use that to pay towards any train journey and the voucher is valid for 12 months.

If there is anything else that we can do then please let us know.

Thanks again for contacting LNER

== Doublepost prevention - post automatically merged: 30 May 2025 ==

I've so far received no voucher and no second email..................

== Doublepost prevention - post automatically merged: 30 May 2025 ==

Why tell me I'm going to get these things and not do it?????

== Doublepost prevention - post automatically merged: 5 Jun 2025 ==

A week's gone by and I've heard absolutely nothing. Why promise me something and then not do it????

 

[800Travel]

Result!



== Doublepost prevention - post automatically merged: 30 May 2025 ==

I've so far received no voucher and no second email..................

== Doublepost prevention - post automatically merged: 30 May 2025 ==

Why tell me I'm going to get these things and not do it?????

== Doublepost prevention - post automatically merged: 5 Jun 2025 ==

A week's gone by and I've heard absolutely nothing. Why promise me something and then not do it????

maybe drop them another email - if you haven’t done already - just following up on your last one, or give them a call

 

[Bungle73]

I got onto their Twitter, and that seemed to spur them into action. I now have the voucher in my account, and am awaiting the money into my bank account.