Challenging an Unsuccessful Delay Repay

[Cawtey1970]

Hello Everyone

First time poster, long time reader.

I had an unsuccessful delay repay as the operator disputed the length of delay. I would like to challenge this but the only evidence I have of this would be from the likes of RealTrainTimes.com. My expectation is that the operator would dismiss this as an unofficial source for timing data, so in anticipation of this, what would be deemed as acceptable? The delay was due to an unscheduled train inspection

Sadly I am unable to travel back in time to take a photo of me on the train with appropriate date/time information of my arrival to my destination

Thanks in adavnce
Cawtey1970

 

[Haywain]

We will need more information to be able to provide any assistance or advice, if that is what you want. For example, the journey you were making, the ticket you held and the length of delay that you encountered.

 

[AlterEgo]

Realtimetrains is usually good enough as evidence.

 

[Haywain]

Realtimetrains is usually good enough as evidence.

Although it should be recognised that it is not an official source and can contain different information to official sources which may impact on borderline cases.

 

[Cawtey1970]

Hello All

Thanks for your responses, very much appreciated. Details are as follows:

Journey: Portsmouth Harbour to London Waterloo
Date/Time: 10/08/22 @0819
Ticket Type: Advance Single (£14.00)
Scheduled Arrival Time: 1016

The link to the Realtime Trains data is https://www.realtimetrains.co.uk/service/gb-nr:Y70395/2022-08-10#allox_id=0

Screen grab (hopefully) below

Note also, SWR sent a mail at 0902 that "We been informed that a safety inspection of the track is taking place between Haslemere at Witley. This means that the line towards London is blocked."

The official response I received from SWR Delay Repay is that
"The intended leg from 08:19 PORTSMOUTH HARBOUR left on time, scheduled to arrive at LONDON WATERLOO at 10:16, actually arrived 10:17. Total journey delay: 1 minute - your intended arrival time was 10:16 and the calculated arrival time for your journey was 10:17." [sic]

Obviously I intend to appeal against the decision but any help is appreciated

Kind regards
Cawtey 1970

 

[Haywain]

Obviously I intend to appeal against the decision but any help is appreciated

In simple terms, in your appeal ask them to take another look. If the train was as late as indicated you will get your compensation. It shouldn't be necessary to provide evidence, especially in a case such as this.

 

[skyhigh]

Obviously I intend to appeal against the decision but any help is appreciated

Maybe a stupid question, but in your claim did you put the correct date?

 

[dcd]

I had a problem with Cross Country over delay repay , where they wrote saying “sorry for your delay , it is calculated as 0 minutes so no payment due” in fact it was an hour as it was an hourly service and the one I was booked on was cancelled. By ringing up several times I eventually got the payment. They claimed it was a new automated system that should speed things up but sometimes got it wrong.

 

[Vespa]

I've had delay repays turned down at the first attempt usually by an automated system, I usually for a human to look at it again, I get my money back.

Only once did it get paid automatically without fuss, I was actually surprised.

 

[Birmingham]

They claimed it was a new automated system that should speed things up but sometimes got it wrong.

Well, it’s good to see that CrossCountry finally has an automated system to process delay repay.

 

[dcd]

May be automated but not quick , claim for journey on 9th April , sent in 10th April - first response 15th June. Final payment received 18th July.

 

[Cawtey1970]

Maybe a stupid question, but in your claim did you put the correct date?

No such thing as a stupid question. It's usually the silly things like this that catch me out! I did go back and check the dates however

== Doublepost prevention - post automatically merged: 15 Aug 2022 ==

I have appealed on the decision and provided the data above. Now have to wait "up to 20 business days" for a response. I will post any further update when I get it but would like to express thanks in your interest and advice

== Doublepost prevention - post automatically merged: 19 Aug 2022 ==

Just heard back from SWR on my delay repay appeal to which they have rechecked and found there was indeed a delay of over 120 minutes. A full refund of my ticket is in progress.

Whilst not the most complicated of cases, compared with others on this forum, the advice given is most appreciated. Domo arigato!