Advice on EMR split ticket delay repay claim

[Inverasdale]

Long time lurker, I finally have a possible issue on which I would like the advice of the forum hive mind!

My daughter and I were travelling Loughborough to Edinburgh yesterday (06/06) on split tickets booked through the forum site, we were delayed by the cancellation of the 16:45 EMR Loughborough-Sheffield service (originating St Pancras, set failure apparently).

I'm aware cross-TOC split ticket delay claims can often be fraught, and I hold 6 paper tickets in connection with the journey (3 each for myself & daughter)

The EMR online delay repay portal appears too simplistic to handle this claim effectively, and while EMR have a paper claim form, pursuing this by snail mail would be far from my first choice...

Details of tickets held:

2 Advance Singles 16:45 Loughborough-Sheffield, Specified EMR only
2 Advance Singles 17:57 Sheffield-Doncaster, Specified Northern only
2 Advance Singles 18:43 Doncaster-Haymarket, Specified LNER & connecting services. My itinerary had an arrival time @ HYM of 21:48

Details of journey taken:

17:49 EMR Loughborough-Sheffield (scheduled arrival 18:49, actual 18:59)
19:11 TPE Sheffield-Doncaster (arr 19:39) - I bought additional Anytime Day Singles for this as the TPE was scheduled to arrive Doncaster a few minutes earlier than the preceding Northern service and gave us a chance of catching the LNER service
19:43 LNER Doncaster-Edinburgh (arrived Waverley 22:30, 4 mins ahead)
I think the earliest official schedule time I could have got to HYM would have been 22:49

Any suggestions on how best to submit and progress this?

 

[OscarH]

Last time I used EMRs form they allowed you to pick you had split tickets, and you could enter it that way. And then one claim per person

I did have issues when the claim was rejected, because the web app was straight up broken with split tickets so it was impossible to resubmit the form (a barrier had eaten my ticket and they rejected the initial proof of ticket for no reason). Hopefully given you have every ticket you'll be fine.

Just submit the journey you intended to complete with your original tickets would be my suggestion, and your delay band when it asks - EMR doesn't ask you for your actual itinerary so you don't need to worry about that

 

[Inverasdale]

Thanks OscarH. It will probably surprise few on here that the user interface is utter dog toffee. I have uploaded the details of all 6 paper tickets but it will only allow me to attach one of them to a claim. Infuriating. I started off fairly philosophical about the delay and EMR's role in it and now I want to bankrupt them.

 

[AlterEgo]

Thanks OscarH. It will probably surprise few on here that the user interface is utter dog toffee. I have uploaded the details of all 6 paper tickets but it will only allow me to attach one of them to a claim. Infuriating. I started off fairly philosophical about the delay and EMR's role in it and now I want to bankrupt them.

Put all the tickets in one image file.

 

[gembercannelle]

I believe each traveller should make their own claim.

 

[Inverasdale]

I believe each traveller should make their own claim.

One of the travellers in this case is a minor, with no independent email address or banking details. The tickets are also connected together by a Family & Friends railcard discount. Seems preposterous for EMR to expect a separate claim in those circumstances. There is also a 'multiple travellers' tick box at one step in the process, so not clear.

Anyway, I have now managed to submit one claim for both travellers. Setting up an account before submitting the claim is a red herring as it changes the workflow which then leads to the issue with not being able to select most of the preloaded tickets.

The portal also struggled with HYM as ultimate destination, had to manually reconstruct the journey - EDB/Edinburgh Waverley would seemingly have be automatically recognised