Another Delay Repay Problem

[Southern]

Hi, wondering if anyone would be able to help me.

I travelled from Eastbourne - Folkestone Central on 8th May 2016 and was delayed by both Southern and Southeastern. Booked departure time from Eastbourne was 1754 and I should have arrived at Folkestone Central at 1930, however due to the delays on both operators, I was over an hour late at my destination. Both companies are repeatedly refusing to pay 100% of the single ticket price that I believe I am due for a delay of 1 hour or more.

Any help offered would be greatly appreciated.

Best Wishes
Marcus

 

[sonic2009]

From checking Raildar

1G53 1712 ex Brighton 1754 @ Eastbourne - Ashford International due 1900 actual 1915, was 15 minutes late arriving.

You therefore missed the 1J56 1915 service to Folkestone Central, 2R59 1935 to Folkestone Central was cancelled.

Your next available service then was 1J60 2015 service which left Ashford at 20:23 and arrived into Folkestone Central 20:42, 12 minutes late.

Therefore you were delayed by 1hr 12 minutes, i would write again to Southern explaining this to them and including the headcodes.

 

[Southern]

Thanks sonic2009, I've just sent another message, although I doubt they will listen.

As a backup, I've also reported the matter to Transport Focus, not had dealings with them in the past so whether they'll be able to do anything, guess shall just have to wait and see...

 

[hairyhandedfool]

I can see why both companies would choose to say no, but I agree that it is Southern who should pay up.

 

[yorkie]

As mentioned in other threads, GTR (who operate the Southern route) are an awful train company who have a history of refusing valid Delay Repay claims. They are a disgrace. I am glad to hear you have referred the matter to Transport Focus. I suspect many people just give up, and GTR are banking on that!

 

[crehld]

As mentioned in other threads, GTR (who operate the Southern route) are an awful train company who have a history of refusing valid Delay Repay claims.

Yes. For context, here are two threads which illustrate this wilful and systematic failure to refuse incontrovertibly valid delay repay claims:

http://www.railforums.co.uk/showthread.php?t=129967

http://www.railforums.co.uk/showthread.php?t=130846

 

[Bletchleyite]

I travelled from Eastbourne - Folkestone Central on 8th May 2016 and was delayed by both Southern and Southeastern. Booked departure time from Eastbourne was 1754 and I should have arrived at Folkestone Central at 1930, however due to the delays on both operators, I was over an hour late at my destination. Both companies are repeatedly refusing to pay 100% of the single ticket price that I believe I am due for a delay of 1 hour or more.

You are entitled to 100% of the single ticket price as you note, or 50% of the return ticket price if that was what you held. Southern should pay this as they caused the initial delay - that is how responsibility is split for Delay Repay - the TOC that caused the chain of events to start coughs up.

I've had this - a 10 minute delay on VT caused a missed connection to TPE, and the later connection was cancelled and the following one bustituted (but had VT not been 10 minutes late the whole issue would not have occurred). The result was VT coughing up around £80 for a 10 minute delay that led to about a 3 hour one.

 

[Wookiee]

You are entitled to 100% of the single ticket price as you note, or 50% of the return ticket price if that was what you held. Southern should pay this as they caused the initial delay - that is how responsibility is split for Delay Repay - the TOC that caused the chain of events to start coughs up.

I've had this - a 10 minute delay on VT caused a missed connection to TPE, and the later connection was cancelled and the following one bustituted (but had VT not been 10 minutes late the whole issue would not have occurred). The result was VT coughing up around £80 for a 10 minute delay that led to about a 3 hour one.

Yep, I've had similar from Cross Country when their train only constituted about 12 minutes of a 1hr30 journey. Shame!

 

[Southern]

Just a quick update - have received a rail travel voucher from Southeastern for £6.80, half the original fare. These companies really are unbelievable...still, Transport Focus have assigned me some sort of case worker so we'll see what happens next...

And over a month later, during which time I wrote to Southern again, they got back to me on 7th July to say they would "escalate" my claim again. I'd still heard absolutely nothing so decided to contact Customer Services today and the outcome has once again left me shaking my head. Yes, they will refund the full price of the Single fare but only because "they are going to take my word for it" and they "can't find any information about the trains in question because it's only stored for three months." The latter claim has absolutely no relevance in this situation as three months would be 8th August for the journey I made...