Avanti Delay Repay downgraded?

[callumsmth]

Hi looking for advice.

I travelled on the 18-Oct from Preston to Edinburgh on a split ticket at Oxenholme. The price of the two tickets was £21.95 all together.

I was on the 0954 from Preston that was delayed by 70+ minutes. I submitted everything correctly on their website and they only got back yesterday saying they are isssuing me £10.98 on the basis that the delay was instead 30-59 minutes. But, I was on the train and the train manager annouced we were 74 minutes late, and we pulled into Edinburgh at 13.35, expected at 12.20. What's going on?

Really irritating how long the whole process takes for them to only give half? Is this a deliberate policy in the hopes people don't bother to claim the rest? What should i say now? Thanks

EDIT: Heres a website i found that literally backs up what im saying: https://www.ontimetrains.co.uk/departures-arrivals/202410186722067;arrival=12:20;timeField=Arriving

 

[jfollows]

Service Information - Recent Train Times

75 minutes late into Edinburgh
Send them this.

 

[callumsmth]

Service Information - Recent Train Times

75 minutes late into Edinburgh
Send them this.

any idea why they are claiming its only 30-59 minutes?

 

[jfollows]

any idea why they are claiming its only 30-59 minutes?

No

 

[AlterEgo]

any idea why they are claiming its only 30-59 minutes?

Probably an error or the automated system erroneously thinking you could have connected somewhere to reduce the delay, so simply appeal it and state what you've said here.

 

[KNN]

any idea why they are claiming its only 30-59 minutes?

Those systems are typically designed to place you at a station and ask "what is the first train they could have taken, and when did that arrive at the destination".

So it's possible that a late running earlier service, or one timetabled to be later but which departed earlier than yours was used for the calculation. Especially when there is a "split" at Oxenholme.

It's also possible that they've messed it up.