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Southern Delay Repay refusal 9 August 2026

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Cricketer8for9

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My partner and I were planning to get the 1758 train from Amberley to East Croydon and then onwards to Purley Oaks. That train was cancelled and the subsequent train, the 18:58 was 31 minutes late at East Croydon. Our claim has been refused because the eventual train we got, the 2100 from East Croydon was on time. This ignores the fact that we should have been on the 1930 train from East Croydon.

Is this type of refusal common? We have both resubmitted our claims.
 
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RailUK Forums

Mcr Warrior

Mcr Warrior

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@Cricketer8for9. When was this exactly? Last Sunday? Agree you wouldn't have got to East Croydon before 2035. Or Purley Oaks before 2105. I'd say you were delayed, end-to-end by 90 minutes.

Definitely worth appealing. Did you have single or return tickets?
 
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Snow1964

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Did you put the intended departure time, or actual train you got

The delay is at final station, was East Croydon your destination, or did you change trains there.

When you appeal, make it clear in free text that first train was cancelled, next train arrived late. Sometimes they make assumptions and then reject, rather than understand the facts.
 
C

Cricketer8for9

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Change trains. I just find it curious that if one is delayed to the extent that one gets a different connection the calculation is based on whether that final train was late.
 
Mcr Warrior

Mcr Warrior

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Cricketer8for9 said:
Change trains. I just find it curious that if one is delayed to the extent that one gets a different connection the calculation is based on whether that final train was late.
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It shouldn't be. The calculation should have been based on the delay to your end-to-end journey. Reckon you're both due 50% of the cost of your return ticket(s) as 'Delay Repay'. Believe the delay was occasioned by points failure on the line (but not sure where).
 
The exile

The exile

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Cricketer8for9 said:
Change trains. I just find it curious that if one is delayed to the extent that one gets a different connection the calculation is based on whether that final train was late.
Click to expand...
Was your original “connection” an officially valid one? (Ie above the minimum connection time)
 
Mcr Warrior

Mcr Warrior

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The exile said:
Was your original “connection” an officially valid one? (Ie above the minimum connection time)
Click to expand...
Minimum connection time at East Croydon is 5 minutes. The original itinerary allowed for ~ 25 minutes of interchange time.
 
AlterEgo

AlterEgo

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Did you appeal the outcome, or have you made a new claim?
 
Watershed

Watershed

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I would appeal and state they have miscalculated your delay. Let us know how that goes.
 
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