TPE Delay Repay Request

Hello

Forgive me, but ticketing isnt my hot subject and the over complex ticketing on Britain's Railways is one of my biggest bugbears... Anyway..


I have recently submitted a delay repay claim to TPE for tickets bought via this forums ticketing engine / site.

The journey was Manchester to Hull via a Change at Leeds for me and 2 kids.
I sent the tickets that I used at the gatelines and with the TM on board.

TPE have come back to me with - We have noted that you purchased split tickets for your journey. Please upload a photo or scan of each ticket separately. The images you upload must display the ticket number, journey details and the price you paid for each ticket. Note that Booking Confirmation e-mails or Expenses Receipts do not show all the above information and so cannot be accepted as evidence.

I am befuddled.

I have responded by deleting the files from the claim and re uploaded the full PDF file ticket that is in my ticket accout.
It appears just one ticket Manchester - Hull

am i missing something?

Contact TPE at <tpecustomer.relations@tpexpress.co.uk> perhaps, and ask them to have another look at your claim?

So you think I've sent the right thing?

ic31420 said:

So you think I've sent the right thing?

Click to expand...

Maybe! Did you each have a through ticket, valid from Manchester to Hull? Not a combination of tickets, say Manchester to Leeds, then Leeds to Hull, given that you were changing trains at Leeds?

The forum's booking engine is a version of Trainsplit, so it could well be a split ticket that was partially missing from the claim or entered incorrectly.

You need to upload every single ticket for your whole journey after you specify your itinerary - at step 3 of the claim tick 'yes' to 'are you claiming for more than one ticket' and then submit every e-ticket individually.
It's not the most clear, but think of it as 'are you on split tickets' - if you click 'no' it assumes you only have one ticket that covers the entire journey. If you've clicked no, or clicked yes then submitted all the tickets under a single entry then they might be a bit picky and reject your PDF on a technicality that it's not split into individual tickets (it sounds a bit like that's what they're doing). I think the tickets need to all be submitted and processed separately so they can add up the total cost and give Delay Repay proportional to it, but they also need to verify that it's a valid combination of tickets for the journey (which it will be if you got it through Railforums).


As a side note, I wouldn't particularly recommend emailing the customer relations team based on my experience and some other accounts on here. While it might be a straightforward query and they might be able to get the Delay Repay claim manually adjusted/reviewed, they're not always the most knowledgeable and can sometimes take weeks to reply, and/or just tell you you're wrong in the hope you'll accept it and go away. They've also provided me with factually incorrect information in the past - the Ombudsman didn't like that.

This is what i have sent (posted version redacted)



Essentially that is all I can see on the ticket site to download (I have got one for each of the three passengers)

It is possible that I may have just sent the Aztec code and the Ticket number before.

Anyhow I have sent them the full PDF now and ill see what they say.

The whole claim is worth about a fiver, and the only reason i was claiming was as much as anything to get my eye in for future claims as I've got a few journeys coming up, and you can bet some will go awry.

I was sort of expecting a separate ticket for each leg, if it was split.

ic31420 said:

This is what i have sent (posted version redacted)

View attachment 211553

Essentially that is all I can see on the ticket site to download.

(I have got one for each of the three passengers)
It is possible that I may have just sent the QR code and the Ticket number before.

Anyhow I have sent them the full PDF now and ill see what they say.
The whole claim is worth about a fiver, and the only reason i was claiming was as much as anything to get my eye in for future claims as Ive got a few journeys coming up and you can bet some will go awry.
I was sort of expecting a separate ticket for each leg if it was split.

Click to expand...

That doesn't seem to be a split ticket. If you've got 3 pages (one for each person) then you should have sent them everything they need.

ic31420 said:

(I have got one for each of the three passengers)
It is possible that I may have just sent the QR code and the Ticket number before.

Click to expand...

If you'd sent the QR, the site should be able to read it and pull all the ticket data - they'd have accepted that...
If all you have is three of these - fair enough, that's not a split ticket, and I'm not sure why TPE think it is (this what I meant when I said they're not the most knowledgeable). It could well be that a CSA has misread the itinerary as a split.
I think this will go one of a couple of ways...

-they accept the PDF and give you the right Delay Repay
-they reject the PDF as the three tickets have been submitted as one.

There's also a third option of 'they accept the PDF as a single ticket submission, and only give you Delay Repay for one of the tickets' - but if they did that it'd be particularly odd given the presence of a Family and Friends Railcard - the adult ticket isn't valid without the child tickets, so they'd need to ask for the child tickets.