2 Hour+ delay on Out and Return Journeys

[raveon]

Hi all, due to the recent (& ongoing) well documented shambles on the WCML, I was delayed by over 2 hours on both outbound and return journeys (using an off-peak return ticket) and duly submitted my delay replay claims to Avanti, however they have rejected the 2nd claim on the basis that I have "been fully compensated for you the full amount of your ticket" (due to the 2 hour+ delay on the outbound). I can't see anywhere in their passenger charter that states this should be the case. Can anyone please clarify if they are correct or just trying it on and if so, what my next course of action should be? Many thanks in advance.

 

[Bletchleyite]

Delay Repay (there's a clue in the name, you can't repay money that wasn't paid) is only supposed to refund, as maximum, the amount you paid for your ticket. Some TOCs explicitly state this in their T&C but it is the general understanding. Though I have heard of people on here managing 200% compensation because of TOCs who keep poor records and don't realise two claims are for the same ticket.

In short, people get away with this when TOCs aren't spot on with the admin, but you are very unlikely to get it on appeal as it's not the intention of the scheme.

 

[Merseysider]

There is nothing stopping you submitting a separate complaint to customer services if your journey experience was very poor, but don’t count on them issuing you anything above what you’ve been paid and are entitled to.

 

[miklcct]

Delay Repay (there's a clue in the name, you can't repay money that wasn't paid) is only supposed to refund, as maximum, the amount you paid for your ticket. Some TOCs explicitly state this in their T&C but it is the general understanding. Though I have heard of people on here managing 200% compensation because of TOCs who keep poor records and don't realise two claims are for the same ticket.

In short, people get away with this when TOCs aren't spot on with the admin, but you are very unlikely to get it on appeal as it's not the intention of the scheme.

Delay Repay, in contract terms, is a compensation not a refund.

 

[Watershed]

Hi all, due to the recent (& ongoing) well documented shambles on the WCML, I was delayed by over 2 hours on both outbound and return journeys (using an off-peak return ticket) and duly submitted my delay replay claims to Avanti, however they have rejected the 2nd claim on the basis that I have "been fully compensated for you the full amount of your ticket" (due to the 2 hour+ delay on the outbound). I can't see anywhere in their passenger charter that states this should be the case. Can anyone please clarify if they are correct or just trying it on and if so, what my next course of action should be? Many thanks in advance.

The NRCoT were changed some time back to limit the maximum compensation payable under the Delay Repay scheme to 100% of the fare paid.

It's still compensation (liquidated damages to be specific) rather than a refund, but the method of calculation and cap is simply based on the fare paid. That's a very common arrangement across all sorts of sectors.