Delay Repay: speedy turn-round (compliment) Avanti

[settlelad]

(if Fares etc forum is not the correct forum for this, pls feel free to move)

In the interests of balance (noting all the postings about problems with Delay Repay), I would like to note the speed with which Avanti paid my Delay Repay claim (2.5 days from submitting to accepting/paying)

I travelled on the Avanti 19:53 from Carlisle to Glasgow Central last Weds (2 Sept): https://www.realtimetrains.co.uk/service/gb-nr:C01319/2026-09-02. It was 24 mins late into Glasgow Central, due 2106, actual 2130.

I submitted the Delay repay claim online manually to Avanti (it wasn't eligible for automatic delay repay as it was a single ticket from Settle to Glasgow Central via Carlisle and had been purchased via Northern Rail's website) at 2300 the same evening (Weds 2/9).

On Saturday morning (5/9) I had 2 emails 08:30 and 10:30 saying the claim had been accepted and then paid. Two and a half days.

The funds appeared in my bank account dated today 7 Sept, but that was the next available working day.

Pretty good all round.

 

[Harpo]

Very early on this year Avanti issued a ‘do not travel’ alert due to a storm. Refunds on Avanti tickets were made to family members around 48 hours after requesting them.

In contrast, insured tickets to the London show they intended to travel to, took nearly six weeks and much hassle to get refunds.

 

[kkong]

I will counter this with my recent, more protracted, experience with Avanti Delay Repay.

Claim 1: Submitted 22 July, payment sent 19 August, payment received 24 August.

Claim 2: Submitted 29 July, payment sent 26 August, payment received 01 September.

 

[Vexed]

I will counter this with my recent, more protracted, experience with Avanti Delay Repay.

Claim 1: Submitted 22 July, payment sent 19 August, payment received 24 August.

Claim 2: Submitted 29 July, payment sent 26 August, payment received 01 September.

Very similar to my recent claim on an All Line Rover, submitted 1 Aug, approved 29 Aug, payment recieved 3 Sep. My next train journey after the ALR I was on a Chiltern train that broke down, delayed by 65 mins. Approved within 24 hours with split tickets too!

 

[kkong]

It's almost as if Avanti have a policy to wait 28 days before approving your claims... handy for cash flow!

 

[hexagon789]

(if Fares etc forum is not the correct forum for this, pls feel free to move)

In the interests of balance (noting all the postings about problems with Delay Repay), I would like to note the speed with which Avanti paid my Delay Repay claim (2.5 days from submitting to accepting/paying)

I travelled on the Avanti 19:53 from Carlisle to Glasgow Central last Weds (2 Sept): https://www.realtimetrains.co.uk/service/gb-nr:C01319/2026-09-02. It was 24 mins late into Glasgow Central, due 2106, actual 2130.

I submitted the Delay repay claim online manually to Avanti (it wasn't eligible for automatic delay repay as it was a single ticket from Settle to Glasgow Central via Carlisle and had been purchased via Northern Rail's website) at 2300 the same evening (Weds 2/9).

On Saturday morning (5/9) I had 2 emails 08:30 and 10:30 saying the claim had been accepted and then paid. Two and a half days.

The funds appeared in my bank account dated today 7 Sept, but that was the next available working day.

Pretty good all round.

It's almost as if Avanti have a policy to wait 28 days before approving your claims... handy for cash flow!

I had an impressively speedy experience late last week.

Delayed about 20 mins to journey's end at Glasgow.

Journey involved split tickets and three trains with three operators.

Claim put in Friday evening less than an hour after arrival, claim approved on Sunday morrning after barely 36 hours had passed from submitting.

 

[Bletchleyite]

It's almost as if Avanti have a policy to wait 28 days before approving your claims... handy for cash flow!

I find they are usually very quick. In the end it depends if the computer can confirm it or if a human has to check it. The former are very quick, the latter take time.

 

[kkong]

I find they are usually very quick. In the end it depends if the computer can confirm it or if a human has to check it. The former are very quick, the latter take time.

The first claim was for Edinburgh to Carlisle on an Advance e-ticket routed Avanti West Coast & Connections.

It doesn't get much more straightforward than that!

 

[teaspoon]

I've found they can be quite quick to approve (and pay) simple claims; but also quite quick to reject ones that they think might not be their fault. Appeals take an age.