Multi TOC delay repay

[mrmartin]

I was caught up badly in the gas main stuff on the GWML a few weeks ago.

I just got round to submitting delay repay, with the tickets being Paddington - West Drayton, West Drayton - Didcot then Didcot - Newport. Travelled on EL between London and Reading then pick up a GWR.

GWR rejected it and have sent it to TfL rail. I've appealed, because the delay on EL was 7 minutes but 120+ on GWR side!

I did some research but how is this meant to work? I assume it is just their automated system rejecting it, but I'm curious what the actual rules are when multiple companies are involved like this and both have delays?

 

[AlterEgo]

Please list your planned itinerary along with the times, and also give us the actual times. This will help us determine who you should claim from. The first TOC who caused a delay will take on the whole claim.

 

[mrmartin]

1745 Paddington to Reading (EL), was due to get in to reading at 1836 but arrived 1841

then

1843 to Swansea, which was cancelled (as were all trains for the next few days afiak). I ended up doing a tortorous diversion via Bath Spa and was 2hours + late. I'm aware this is probably under the minimum connection time at reading, so 'by the book' I should have got another train to Swindon that stopped at didcot, then picked up the 1939 from there to Newport.

 

[Haywain]

The minimum connection time at Reading is 7 minutes, so your claim is with TfL. GWR are correct.

 

[mrmartin]

But I believe that TfL only operate a 50% delay repay, not the 100% I would get on GWR?

 

[Watershed]

But I believe that TfL only operate a 50% delay repay, not the 100% I would get on GWR?

Unfortunately that is correct. They only pay the NRCoT minimum level of compensation for journeys beyond the PAYG area: 50% of a single or 25% of a return, for a 60+ minute delay.

 

[mrmartin]

So the state of play after spending a long time on hold with TfL is they will paid 50% as expected for the Pad>Reading bit. Any ideas?
I tried to plead it but they were having none of it, the usual TfL view of not really being in NR. They did speak to a supervisor twice which said the same thing.

 

[akm]

Just out of interest...

With your diversions, did you still actually stop at Didcot? If so, what were the itinerary vs actual timings for (just) Didcot - Newport?

I'll leave you to fill in the rest.

 

[AlterEgo]

So the state of play after spending a long time on hold with TfL is they will paid 50% as expected for the Pad>Reading bit. Any ideas?
I tried to plead it but they were having none of it, the usual TfL view of not really being in NR. They did speak to a supervisor twice which said the same thing.

50% is the correct level of compensation for the journey as has already been explained. On what grounds do you think you are due more?

 

[Haywain]

Just out of interest...

With your diversions, did you still actually stop at Didcot? If so, what were the itinerary vs actual timings for (just) Didcot - Newport?

I'll leave you to fill in the rest.

You're suggesting that, having had a claim rejected by GWR, the OP now submits a new and clearly fraudulent claim to them?

 

[mrmartin]

50% is the correct level of compensation for the journey as has already been explained. On what grounds do you think you are due more?

No, they are only paying 50% for the Pad -> Rdg part. And are refusing to pay the Rdg -> Newport part.

 

[AlterEgo]

No, they are only paying 50% for the Pad -> Rdg part. And are refusing to pay the Rdg -> Newport part.

Right. That's clearly wrong then. Did you ask them to send you a deadlock letter explaining why they are doing this?

 

[tomoufc]

I still don’t understand the tickets held or itinerary.

 

[akm]

You're suggesting that, having had a claim rejected by GWR, the OP now submits a new and clearly fraudulent claim to them?

No, I'm not suggesting doing anything fraudulent.

 

[mrmartin]

I still don’t understand the tickets held or itinerary.

1 anytime single Paddington -> West Drayton
1 offpeak single West Drayton -> Didcot Parkway
1 super off peak single Dictor Parkway -> Newport.

This allows you to travel in the evening peak from Paddington to Newport, albeit with a change at Reading and a slower EL service from Paddington.

 

[Haywain]

Deleted

 

[redreni]

The minimum connection time at Reading is 7 minutes, so your claim is with TfL. GWR are correct.

I concur, but when the boot was on the other foot, GWR dug their heels in for about six rounds of correspondence insisting that my delay on a GWR train inbound to Paddington which would have fouled my intended connection onto the Elizabeth Line had the EL train been on time, was TfL's responsibility as well. They reasoned that if their train had been on time, my overall journey would still have been delayed, so it couldn't be their fault. GWR only caved when it was about to go to the Ombudsman and even then said they didn't accept that they were liable and that it was just a goodwill gesture.

Cakeism of the highest order. TfL is in exactly the same position in this instance as GWR were in my case when GWR refused to pay out and dug their heels in hard.

As for TfL trying to pay at 50% and 0% for the segments within the Contactless area and outside the Contactless area respectively, that's mad! Apart from being wrong, how are they even going to calculate the fare paid from Paddington to Reading when the tickets are split at West Drayton and Didcot Parkway? Are they going to do a mileage-based calculation on the West Drayton to Didcot Parkway ticket? Utterly bizarre. I would try and get that escalated within TfL - if you're lucky you get a graduate fast streamer who can actually think.