Delay repay dispute - EMR declining to refund full journey

[fedupwithitall]

Hi guys, I’d be so grateful if you could help me, I dont know the best way to word my dispute to get The full refund to which I think I’m entitled.
Facts:
I booked tickets via Trainline for my husband and myself from Edinburgh to Norwich.
For the booking, I used our Two Together Card (which I showed when asked).
The Website offered us split tickets, which I accepted. Split was Edinburgh to Peterborough and Peterborough to Norwich.
Total price paid to Trainline was £93.70.
Breakdown was 2 tickets Edinburgh to Peterborough @ £38each and 2 tickets from Peterborough to Norwich @ £8.85 each
Date of travel 30 June.
Depart Edinburgh 13:00, arrived Peterborough 16:48. Operator LNER.
Due to depart Peterborough 17:44 to arrive Norwich 19:12. East Midlands Railway
Actual departure - so sorry can’t remember exactly, it was an awful day - but I believe it was well past 18:00.
Arrived Norwich 20:35.
East Midlands Railway was late arriving in Peterborough. When we finally departed the train we were on apparently suffered some sort of failure, as a result of which, the train was taken out of service at Ely and then we had to wait for another train to take us to Norwich.

I completed the online claim form with East Midlands Railway, attaching copies of all tickets and all details as above. As my booking was Edinburgh to Norwich, then with a late arrival of 1 hour 23 minutes, I expected a full 100% refund of the fares I had paid.
My understanding also is that it is the train company that is responsible for the delay that has to cover the full delay repay claim, even if they only conveyed the passenger for part of the journey.

I have just had an email reply form East Midlands Railway where they have agreed only to refund me for the split part of the ticket between Peterborough and Norwich, i.e. a total of £17.70.

I want to dispute this because I believe I am entitled to the full £93.70 refund from East Midlands Railway but I’m so upset and stressed by this that I just don’t know how to word it. It was bad enough completing their delay repay form, which I didn’t find straightforward or helpful at all.

Please, please can someone help me to word my dispute.

Of course, if you think my understanding is wrong please tell me.

 

[Ben Rhydding]

The company which caused the delay is responsible for delay repay based on the cost of the full journey, regardless of whether it is one through ticket or a number of split tickets. See attached.

 

[LowLevel]

Have you used the first click of the appeal button yet which will escalate it to a human rather than the algorithm?

 

[WesternLancer]

Please, please can someone help me to word my dispute.

Of course, if you think my understanding is wrong please tell me.

I think I had something similar with EMR a while back - I'll log on to my account and see how I worded it and share something here for you if it might help

Give me a bit of time to dig it out.

EMR appeals process is better than some other train companies I have used so fingers corssed

 

[Puffing Devil]

Here's a starter answer that @WesternLancer may well be able to add to, based on their experience.

Dear East Midlands Railway Customer Service Team,

I am writing further to your email concerning my Delay Repay claim for travel on 30 June.

I wish to formally dispute the compensation amount of £17.70 that has been offered. My position is that I am entitled to a full refund of the total ticket price, which was £93.70.

The details of my journey are as follows:

• Original Claim Reference: [Enter Your Original Claim Reference Number Here]
• Date of Travel: 30 June
• Booked Journey: Edinburgh to Norwich
• Tickets Purchased: Booked via Trainline in a single transaction, issued as split tickets (Edinburgh to Peterborough and Peterborough to Norwich).
• Total Fare Paid: £93.70
• Scheduled Arrival in Norwich: 19:12
• Actual Arrival in Norwich: 20:35
• Total Delay: 1 hour and 23 minutes

My claim is based on the significant delay in arriving at my final destination, which was a direct consequence of the disruption to your service from Peterborough.

Under the Delay Repay scheme and the National Rail Conditions of Travel, compensation is calculated on the delay to a passenger's arrival at their final destination for a complete end-to-end journey, even when it is covered by multiple tickets. As my arrival was delayed by over 60 minutes, I am entitled to 100% of the total cost of my journey.

The offer of £17.70 covers only the Peterborough to Norwich portion of the journey and does not account for the disruption to my complete travel.

I would therefore be grateful if you would review my claim and process the full compensation of £93.70 to which I am entitled.

I look forward to your reply.

Yours faithfully,

 

[Fawkes Cat]

Depart Edinburgh 13:00, arrived Peterborough 16:48. Operator LNER.
Due to depart Peterborough 17:44 to arrive Norwich 19:12. East Midlands Railway
Actual departure - so sorry can’t remember exactly, it was an awful day - but I believe it was well past 18:00.

I'm sorry if I'm missing the point (and even more sorry if this is tactless) but why were you so much later leaving Edinburgh than you planned? Was it something that happened in your private life (in which case we don't need any details!) or was it because there were no trains running?

I ask because if it was down to the railway (specifically LNER) not providing you a train to travel on, then it might be that your claim should be going to LNER rather than EMR.

(Edited to cancel above and add) Actually - I think that I've misunderstood what you posted. It was your departure from Peterborough which was delayed past 1800 wasn't it. So asking when you left Edinburgh is irrelevant.

Sorry - my mistake!

 

[Belperpete]

The Ontimetrains site shows that your train left Peterborough at 1829, and was cancelled from Ely onwards due to a late running train ahead of yours, with the next service getting you to Norwich at 2034.

I agree that you should dispute the payment they have offered. But how did they say to appeal it? The email from EMR should have included details of how to appeal. If so, it is best to follow that process. You may be jumping the gun by drafting a detailed appeal to Customer Services at this stage, if all you need to do is register an appeal on their Delay Repay site for a human to review the claim.

 

[fedupwithitall]

The company which caused the delay is responsible for delay repay based on the cost of the full journey, regardless of whether it is one through ticket or a number of split tickets. See attached.

Thank you very much for this.

== Doublepost prevention - post automatically merged: 18 Jul 2025 ==

The Ontimetrains site shows that your train left Peterborough at 1829, and was cancelled from Ely onwards due to a late running train ahead of yours, with the next service getting you to Norwich at 2034.

I agree that you should dispute the payment they have offered. But how did they say to appeal it? The email from EMR should have included details of how to appeal. If so, it is best to follow that process. You may be jumping the gun by drafting a detailed appeal to Customer Services at this stage, if all you need to do is register an appeal on their Delay Repay site for a human to review the claim.

Thank you for your suggestion - it’s much appreciated.

== Doublepost prevention - post automatically merged: 18 Jul 2025 ==

I'm sorry if I'm missing the point (and even more sorry if this is tactless) but why were you so much later leaving Edinburgh than you planned? Was it something that happened in your private life (in which case we don't need any details!) or was it because there were no trains running?

I ask because if it was down to the railway (specifically LNER) not providing you a train to travel on, then it might be that your claim should be going to LNER rather than EMR.

(Edited to cancel above and add) Actually - I think that I've misunderstood what you posted. It was your departure from Peterborough which was delayed past 1800 wasn't it. So asking when you left Edinburgh is irrelevant.

Sorry - my mistake!

No worries, thank you.

== Doublepost prevention - post automatically merged: 18 Jul 2025 ==

Here's a starter answer that @WesternLancer may well be able to add to, based on their experience.

Dear East Midlands Railway Customer Service Team,

I am writing further to your email concerning my Delay Repay claim for travel on 30 June.

I wish to formally dispute the compensation amount of £17.70 that has been offered. My position is that I am entitled to a full refund of the total ticket price, which was £93.70.

The details of my journey are as follows:

• Original Claim Reference: [Enter Your Original Claim Reference Number Here]
• Date of Travel: 30 June
• Booked Journey: Edinburgh to Norwich
• Tickets Purchased: Booked via Trainline in a single transaction, issued as split tickets (Edinburgh to Peterborough and Peterborough to Norwich).
• Total Fare Paid: £93.70
• Scheduled Arrival in Norwich: 19:12
• Actual Arrival in Norwich: 20:35
• Total Delay: 1 hour and 23 minutes

My claim is based on the significant delay in arriving at my final destination, which was a direct consequence of the disruption to your service from Peterborough.

Under the Delay Repay scheme and the National Rail Conditions of Travel, compensation is calculated on the delay to a passenger's arrival at their final destination for a complete end-to-end journey, even when it is covered by multiple tickets. As my arrival was delayed by over 60 minutes, I am entitled to 100% of the total cost of my journey.

The offer of £17.70 covers only the Peterborough to Norwich portion of the journey and does not account for the disruption to my complete travel.

I would therefore be grateful if you would review my claim and process the full compensation of £93.70 to which I am entitled.

I look forward to your reply.

Yours faithfully,

This is so very helpful, thank you. I will, as you suggest, wait to see what @WesternLancer suggests too.

== Doublepost prevention - post automatically merged: 18 Jul 2025 ==

I think I had something similar with EMR a while back - I'll log on to my account and see how I worded it and share something here for you if it might help

Give me a bit of time to dig it out.

EMR appeals process is better than some other train companies I have used so fingers corssed

That’s very kind, thank you.

== Doublepost prevention - post automatically merged: 18 Jul 2025 ==

Have you used the first click of the appeal button yet which will escalate it to a human rather than the algorithm?

Have you used the first click of the appeal button yet which will escalate it to a human rather than the algorithm?

Apologies, not sure what the appeal button is - is it on the online link form they said I should use to appeal. Thank you for your help.

 

[WesternLancer]

Here's a starter answer that @WesternLancer may well be able to add to, based on their experience.

Dear East Midlands Railway Customer Service Team,

I am writing further to your email concerning my Delay Repay claim for travel on 30 June.

I wish to formally dispute the compensation amount of £17.70 that has been offered. My position is that I am entitled to a full refund of the total ticket price, which was £93.70.

The details of my journey are as follows:

• Original Claim Reference: [Enter Your Original Claim Reference Number Here]
• Date of Travel: 30 June
• Booked Journey: Edinburgh to Norwich
• Tickets Purchased: Booked via Trainline in a single transaction, issued as split tickets (Edinburgh to Peterborough and Peterborough to Norwich).
• Total Fare Paid: £93.70
• Scheduled Arrival in Norwich: 19:12
• Actual Arrival in Norwich: 20:35
• Total Delay: 1 hour and 23 minutes

My claim is based on the significant delay in arriving at my final destination, which was a direct consequence of the disruption to your service from Peterborough.

Under the Delay Repay scheme and the National Rail Conditions of Travel, compensation is calculated on the delay to a passenger's arrival at their final destination for a complete end-to-end journey, even when it is covered by multiple tickets. As my arrival was delayed by over 60 minutes, I am entitled to 100% of the total cost of my journey.

The offer of £17.70 covers only the Peterborough to Norwich portion of the journey and does not account for the disruption to my complete travel.

I would therefore be grateful if you would review my claim and process the full compensation of £93.70 to which I am entitled.

I look forward to your reply.

Yours faithfully,

Background Info
This is what EMR say they pay for Delay Repay (D-R):

How much money you could claim​

Length of delay	Compensation
15 to 29 minutes	25% of the cost of your single ticket or 12.5% of the cost of your return ticket
30 to 59 minutes	50% of the cost of your single ticket or 25% of the cost of your return ticket
60 to 119 minutes	100% of the cost of your single ticket or 50% of the cost of your return ticket
120 minutes or more	100% of the cost of your ticket, whether single or return

I think I have appealed through the link on their Delay - Repay response e-mail that says (copied from a recent claim):

If you believe we have miscalculated your delay and you have further information to support your claim then please submit an appeal by logging on to your journey history.
Regards,
Delay Repay Team
East Midlands Railway

Which takes you to a page that states you can

View your Claim to:

• Update your ticket image
• Change your compensation method
• Check the status of your claim
• Appeal a rejected claim
• Appeal the compensation awarded on your claim

I would thus do that but if no ability to put in an explanation if that does not work I then contacted Customer Services - asking them to pass on my request to the Delay-Repay Team as a formal appeal on a claim decision reference: xxx
It looks like I just wrote along these lines:

"FAO Delay Repay team

Dear Sir / Madam

I am appealing claim ref: xxxx as I believe it has been incorrectly calculated

This claim is in respect of two passengers travelling together with a Two Together Railcard - total fare paid £xxx
Our complete journey was from Edinburgh to Norwich using a split ticket where we changed on to an EMR service at Peterborough (list times and details of trains). The EMR service was considerably delayed and then cancelled at Ely.........., eventual arrival at Norwich was xxxx, so YY minutes late

I believe my Delay - Repay entitlement is to the full value of my travel tickets for the complete journey from Edinburgh to Norwich which is a total of £xxx.

I would be grateful if you could reconsider our claim"

However - I think @Puffing Devil has already drafted up a better form of words to use and I would copy that - the only addition I would suggest is to make it clear the claim is for 2 passengers - ie add this line in:

"This claim is in respect of two passengers travelling together with a Two Together Railcard - total fare paid £xxx"

@fedupwithitall - let us know how you get on as obv a lot of money at stake here so people will help you claim it and take through each stage if they keep getting it wrong!

== Doublepost prevention - post automatically merged: 18 Jul 2025 ==

Apologies, not sure what the appeal button is - is it on the online link form they said I should use to appeal. Thank you for your help.

See my post above where I have cut and pasted extracts from my claim response and the web page a link in that response takes me to - my most recent claim response from them (5 days ago) was by e-mail and in that e-mail they had the sentence towards the end with a hyperlink about an appeal that took me to the page I then mention (even though they paid what I expected and thus didn't need to appeal) - does this help? is that how you have been notified of your claim (by e-mail?) - with such a link in the e-mail?

 

[Belperpete]

I think I have appealed through the link on their Delay - Repay response e-mail that says (copied from a recent claim):

Which takes you to a page that states you can

I would thus do that but if no ability to put in an explanation if that does not work I then contacted Customer Services .....

At the initial appeal stage, you may only be able to review the information you have already submitted. Even if they say you can add extra information, there may not actually be anywhere on the web page to do so! Just make very sure that you have entered everything correctly, and haven't accidentally just claimed for Peterborough to Norwich, or just recorded the one ticket.

Unless they have specifically said to appeal by email, I wouldn't bother firing a separate email off to customer services at this stage, as it is unlikely to help, and may actually delay their response. Just registering an appeal should be enough to get a human to review the case properly, and hopefully issue the full compensation. Provided that you have entered everything correctly, they should already have all the information they need.

== Doublepost prevention - post automatically merged: 18 Jul 2025 ==

Here's a starter answer that @WesternLancer may well be able to add to, based on their experience.

Dear East Midlands Railway Customer Service Team,

I am writing further to your email concerning my Delay Repay claim for travel on 30 June.

I wish to formally dispute the compensation amount of £17.70 that has been offered. My position is that I am entitled to a full refund of the total ticket price, which was £93.70.

The details of my journey are as follows:

• Original Claim Reference: [Enter Your Original Claim Reference Number Here]
• Date of Travel: 30 June
• Booked Journey: Edinburgh to Norwich
• Tickets Purchased: Booked via Trainline in a single transaction, issued as split tickets (Edinburgh to Peterborough and Peterborough to Norwich).
• Total Fare Paid: £93.70
• Scheduled Arrival in Norwich: 19:12
• Actual Arrival in Norwich: 20:35
• Total Delay: 1 hour and 23 minutes

My claim is based on the significant delay in arriving at my final destination, which was a direct consequence of the disruption to your service from Peterborough.

Under the Delay Repay scheme and the National Rail Conditions of Travel, compensation is calculated on the delay to a passenger's arrival at their final destination for a complete end-to-end journey, even when it is covered by multiple tickets. As my arrival was delayed by over 60 minutes, I am entitled to 100% of the total cost of my journey.

The offer of £17.70 covers only the Peterborough to Norwich portion of the journey and does not account for the disruption to my complete travel.

I would therefore be grateful if you would review my claim and process the full compensation of £93.70 to which I am entitled.

I look forward to your reply.

Yours faithfully,

The claim reference number is the most important piece of information, so should be clearly stated up top, not buried down in the detail:
I am writing further to your email concerning my Delay Repay claim reference xxxxxxx.

Personally I wouldn't bother repeating all the bullet pointed details about your journey that they should already have on file. But if you do so, you should repeat everything.

Tickets Purchased: Booked via Trainline in a single transaction, issued as split tickets (Edinburgh to Peterborough and Peterborough to Norwich).
Who the tickets were bought from is totally irrelevant, and unhelpful. But you do need to give details of each individual ticket, as on your initial claim:
Tickets Purchased: issued as split tickets
1. Edinburgh to Peterborough (ticket type, reference number and cost)
and 2. Peterborough to Norwich (ticket type, reference number and cost).

And just stating the scheduled arrival time in Norwich isn't enough! Give the full itinerary.

I would also use the recorded arrival time of 2034, giving a 1 hour 22 minute delay.

 

[WesternLancer]

At the initial appeal stage, you may only be able to review the information you have already submitted. Even if they say you can add extra information, there may not actually be anywhere on the web page to do so! Just make very sure that you have entered everything correctly, and haven't accidentally just claimed for Peterborough to Norwich, or just recorded the one ticket.

Unless they have specifically said to appeal by email, I wouldn't bother firing a separate email off to customer services at this stage, as it is unlikely to help, and may actually delay their response. Just registering an appeal should be enough to get a human to review the case properly, and hopefully issue the full compensation. Provided that you have entered everything correctly, they should already have all the information they need.

== Doublepost prevention - post automatically merged: 18 Jul 2025 ==


The claim reference number is the most important piece of information, so should be clearly stated up top, not buried down in the detail:
I am writing further to your email concerning my Delay Repay claim reference xxxxxxx.

Personally I wouldn't bother repeating all the bullet pointed details about your journey that they should already have on file. But if you do so, you should repeat everything.

Tickets Purchased: Booked via Trainline in a single transaction, issued as split tickets (Edinburgh to Peterborough and Peterborough to Norwich).
Who the tickets were bought from is totally irrelevant, and unhelpful. But you do need to give details of each individual ticket, as on your initial claim:
Tickets Purchased: issued as split tickets
1. Edinburgh to Peterborough (ticket type, reference number and cost)
and 2. Peterborough to Norwich (ticket type, reference number and cost).

And just stating the scheduled arrival time in Norwich isn't enough! Give the full itinerary.

I would also use the recorded arrival time of 2034, giving a 1 hour 22 minute delay.

All seems like good advice here

 

[Tram203]

@fedupwithitall please do continue to pursue EMR for the full amount you are due, and do not give up.

EMR have been a pain in the proverbial in recent months, rejecting valid delay repay claims for reasons which can only be described as total nonsense and rubbish, to put it politely.

 

[Belperpete]

@fedupwithitall please do continue to pursue EMR for the full amount you are due, and do not give up.

EMR have been a pain in the proverbial in recent months, rejecting valid delay repay claims for reasons which can only be described as total nonsense and rubbish, to put it politely.

There does seem to be an increasing trend among some TOCs of rejecting valid claims, especially those with split tickets or break of journey, sometimes for very spurious reasons. I suspect that it allows them to defer considering some of the less-simple claims when they have a high workload. There must also be a percentage of those with valid claims who can't be bothered to appeal.

 

[fedupwithitall]

Background Info
This is what EMR say they pay for Delay Repay (D-R):

How much money you could claim​

Length of delay	Compensation
15 to 29 minutes	25% of the cost of your single ticket or 12.5% of the cost of your return ticket
30 to 59 minutes	50% of the cost of your single ticket or 25% of the cost of your return ticket
60 to 119 minutes	100% of the cost of your single ticket or 50% of the cost of your return ticket
120 minutes or more	100% of the cost of your ticket, whether single or return

I think I have appealed through the link on their Delay - Repay response e-mail that says (copied from a recent claim):



Which takes you to a page that states you can

I would thus do that but if no ability to put in an explanation if that does not work I then contacted Customer Services - asking them to pass on my request to the Delay-Repay Team as a formal appeal on a claim decision reference: xxx
It looks like I just wrote along these lines:

"FAO Delay Repay team

Dear Sir / Madam

I am appealing claim ref: xxxx as I believe it has been incorrectly calculated

This claim is in respect of two passengers travelling together with a Two Together Railcard - total fare paid £xxx
Our complete journey was from Edinburgh to Norwich using a split ticket where we changed on to an EMR service at Peterborough (list times and details of trains). The EMR service was considerably delayed and then cancelled at Ely.........., eventual arrival at Norwich was xxxx, so YY minutes late

I believe my Delay - Repay entitlement is to the full value of my travel tickets for the complete journey from Edinburgh to Norwich which is a total of £xxx.

I would be grateful if you could reconsider our claim"

However - I think @Puffing Devil has already drafted up a better form of words to use and I would copy that - the only addition I would suggest is to make it clear the claim is for 2 passengers - ie add this line in:

"This claim is in respect of two passengers travelling together with a Two Together Railcard - total fare paid £xxx"

@fedupwithitall - let us know how you get on as obv a lot of money at stake here so people will help you claim it and take through each stage if they keep getting it wrong!

== Doublepost prevention - post automatically merged: 18 Jul 2025 ==


See my post above where I have cut and pasted extracts from my claim response and the web page a link in that response takes me to - my most recent claim response from them (5 days ago) was by e-mail and in that e-mail they had the sentence towards the end with a hyperlink about an appeal that took me to the page I then mention (even though they paid what I expected and thus didn't need to appeal) - does this help? is that how you have been notified of your claim (by e-mail?) - with such a link in the e-mail?

@WesternLancer thank you so much for your help and in particular for the moral support, offering that you guys will continue to help me if there is an ongoing problem. I’m so grateful to you all, you are all so kind. I will let you know what happens.

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

At the initial appeal stage, you may only be able to review the information you have already submitted. Even if they say you can add extra information, there may not actually be anywhere on the web page to do so! Just make very sure that you have entered everything correctly, and haven't accidentally just claimed for Peterborough to Norwich, or just recorded the one ticket.

Unless they have specifically said to appeal by email, I wouldn't bother firing a separate email off to customer services at this stage, as it is unlikely to help, and may actually delay their response. Just registering an appeal should be enough to get a human to review the case properly, and hopefully issue the full compensation. Provided that you have entered everything correctly, they should already have all the information they need.

== Doublepost prevention - post automatically merged: 18 Jul 2025 ==


The claim reference number is the most important piece of information, so should be clearly stated up top, not buried down in the detail:
I am writing further to your email concerning my Delay Repay claim reference xxxxxxx.

Personally I wouldn't bother repeating all the bullet pointed details about your journey that they should already have on file. But if you do so, you should repeat everything.

Tickets Purchased: Booked via Trainline in a single transaction, issued as split tickets (Edinburgh to Peterborough and Peterborough to Norwich).
Who the tickets were bought from is totally irrelevant, and unhelpful. But you do need to give details of each individual ticket, as on your initial claim:
Tickets Purchased: issued as split tickets
1. Edinburgh to Peterborough (ticket type, reference number and cost)
and 2. Peterborough to Norwich (ticket type, reference number and cost).

And just stating the scheduled arrival time in Norwich isn't enough! Give the full itinerary.

I would also use the recorded arrival time of 2034, giving a 1 hour 22 minute delay.

Thank you for your suggestions, I’m learning fast - although I hope never to have to go through this again!

 

[WesternLancer]

@WesternLancer thank you so much for your help and in particular for the moral support, offering that you guys will continue to help me if there is an ongoing problem. I’m so grateful to you all, you are all so kind. I will let you know what happens.

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


Thank you for your suggestions, I’m learning fast - although I hope never to have to go through this again!

Yes do keep us posted.

 

[fedupwithitall]

Hello again everyone,
Well today I finally had a reply from EMR. So much for the 10 days to reply.
Anyway, they have refused to refund the full fare. Their email reply is cut and pasted below:

Reference

Dear Mrs ,

Thank you for submitting an appeal for your journey between and on .



Thank you for submitting an appeal for your delay repay claim, reference quoted above. We have reviewed your claim and can confirm that the compensation paid has been correctly calculated.



To learn more about our Delay Repay scheme and the National Conditions of Travel please visit our www.eastmidlandsrailway.co.uk.

As you can see, their email did not supply the reference number, nor my name nor the journey details. What a surprise!

I don’t know what to do next and am despairing at having to progress this. Perhaps that’s what they hope for.

Please help me with exactly what I should do next. I really need your help. Thank you all in advance.

 

[AlterEgo]

Once the case has been open for 40 working days you can escalate this to the Railway Ombudsman whether you receive a deadlock letter or not.

When did you submit the claim?

 

[fedupwithitall]

To the best of my knowledge it was 5 July because that’s the date of the email I have from them acknowledging receipt of my claim.

 

[AlterEgo]

Then you are over 40 working days. Ombudsman details: https://www.railombudsman.org/en/complaint?step=1

 

[WesternLancer]

People here will happily check your wording request to the ombudsman if that would help you when you have it drafted - but you may need to include all past e-mail to and from EMR (or as many as you have) to send in support perhaps.

Feel free to ask for any help you need @fedupwithitall

 

[tram21]

Did you send an appeal via the portal, or an email? If it was the former, I'd give them one more chance and send an email to customer services with the above information again to get a proper reply. That worked for me before (I actually just called them and that worked!)

 

[fedupwithitall]

@AlterEgo thank you for the information and the link
@WesternLancer thank you so much
@tram21 I sent it via their portal

 

[WesternLancer]

Did you send an appeal via the portal, or an email? If it was the former, I'd give them one more chance and send an email to customer services with the above information again to get a proper reply. That worked for me before (I actually just called them and that worked!)

This is a good point. I’ve found EMR customer services pretty good in the past fwiw

If doing an email to them feel free to post a draft for people to help by checking it for you.

 

[Tram203]

@fedupwithitall do continue to pursue EMR.

It would appear they owe you a considerable amount of money.

Do not let them get away with keeping it.

 

[fedupwithitall]

@WesternLancer
@AlterEgo
@tram21
@Tram203

Thank you so much to all of you who gave me help and moral support during my dispute with EMR over my Delay Repay claim. Following a phone call to their Customer Services, (was on the phone waiting in a queue for just over an hour bot boy, was it worth it to get it settled ) they have Agreed to repay me the full amount of my claim and to their credit the refund was made promptly.
I’m so grateful to you all, I would never have had the courage to fight it without you.

 

[WesternLancer]

@WesternLancer
@AlterEgo
@tram21
@Tram203

Thank you so much to all of you who gave me help and moral support during my dispute with EMR over my Delay Repay claim. Following a phone call to their Customer Services, (was on the phone waiting in a queue for just over an hour bot boy, was it worth it to get it settled ) they have Agreed to repay me the full amount of my claim and to their credit the refund was made promptly.
I’m so grateful to you all, I would never have had the courage to fight it without you.

Great news! Well done. Sorry your queue on phone so long.

Thanks for your kind comments.

Obv if problems in future head to the forum for advice.

You can buy tickets through this forums ticket site too if you think it’s better than Trainline.

 

[fedupwithitall]

@WesternLancer Thank you for tip about buying tickets on this site. I didn't know that but will certainly use it next time.