Can I claim delay repay?

[poshfan]

My journey was from Peterborough to Scarborough, I had one 1st Advance Single for the complete journey, and seat reservations for 2 specific trains. My East Coast service to York left Peterborough 10 mins late and arrived at York 10 mins late, I had an 8 min connection onto my connecting TPE to Scarborough which was not held so I missed it by 2 mins, therefore I got the following TPE 1 hour later, which was on time. I thus arrived at my destination exactly 60 mins late. Can I claim delay repay from East Coast?

 

[transportphoto]

Yep. (Is the simple answer.)

TP

 

[poshfan]

Not according to East Coast:

We sincerely apologise for the delay to your recent journey with us from Peterborough to York. East Coast is committed to providing a reliable and punctual service. We clearly let you down on this occasion, and I'm sorry.

We operate a Delay Repay scheme, which is designed to compensate customers for significant delays. Under the scheme, you are entitled to compensation if you arrive at your destination 30 minutes late or more, as a result of a delay to, and/or cancellation of, an East Coast service.

Unfortunately, as our train running records show your train was delayed by 12 minutes, I am unable to offer you compensation. I can only apologise again for the inconvenience we caused you.

A strange statement. The first and last sections are clearly treating the East Coast service as the whole journey, whereas the middle section, and the statement on the East Coast website, appears to say that it is the whole journey and not any individual train that counts.

 

[LexyBoy]

I would reply pointing out that you were delayed by an hour at your destination (the same wording as in their reply). I suspect that whoever was checking it just misread/didn't check your destination vs that of the EC service. Did you put Scarborough, rather than York, as the destination on the DR form?

You are definitely entitled to DR and as you had a through ticket there shouldn't be any room for quibbling.

 

[poshfan]

All sorted, I phoned up East Coast in Plymouth (why are they in Plymouth?) and the guy I spoke to was able to bring up the details, and agreed I should get compensation, he didn't know why the original claim had been rejected, he just said that it looked like whoever dealt with it only considered the EC train. Perhaps a new employee not familiar with the rules.

 

[maniacmartin]

I believe they're in Plymouth as they use the same contact centre as First Great Western

 

[sonic2009]

I believe they're in Plymouth as they use the same contact centre as First Great Western

I believe there offices are actually in a office block on the station?