Chiltern Railways: Delay Compensation Rejected

[MagisterLudi]

Apologies if this has been covered. Itinerary is below. Chiltern have just rejected a delay compensation claim for February 9th - Storm Ciara - but are stating it's due to planned engineering works.

Unable to travel on Sunday 9th February due to Chiltern Railways travel advisory.

10th Feb:
Departure Birmingham Snow Hill 10:12 - Train cancelled.
Advised to catch train from Birmingham Moor Street.
10:15 Birmingham Moor Street departed before the next train from Birmingham Snow Hill arrived.
Actual departure time Birmingham Moor Street 10:55

Scheduled Arrival Time London Marylebone: 12:08
Actual Arrival Time London Marylebone: 12:43

Tickets purchased: 1 super off peak return London Marylebone - Warwick and 1 day single Bimingham to Warwick.

Advice would be appreciated as regards how to approach this.

 

[WesternLancer]

Apologies if this has been covered. Itinerary is below. Chiltern have just rejected a delay compensation claim for February 9th - Storm Ciara - but are stating it's due to planned engineering works.

Unable to travel on Sunday 9th February due to Chiltern Railways travel advisory.

10th Feb:
Departure Birmingham Snow Hill 10:12 - Train cancelled.
Advised to catch train from Birmingham Moor Street.
10:15 Birmingham Moor Street departed before the next train from Birmingham Snow Hill arrived.
Actual departure time Birmingham Moor Street 10:55

Scheduled Arrival Time London Marylebone: 12:08
Actual Arrival Time London Marylebone: 12:43

Tickets purchased: 1 super off peak return London Marylebone - Warwick and 1 day single Bimingham to Warwick.

Advice would be appreciated as regards how to approach this.

Isn't it the case the Chiltern are not part of the Delay Repay scheme being an older franchise? - think that was covered on here recently. Have you checked what their website says about delay compensation? (I've not checked)

 

[MagisterLudi]

Compensation is offered for delays of 30 minutes or more. What I am confused about is that they are citing "planned engineering works" as the reason for rejecting the application when they told passengers not to travel because of the storm. I travelled the day after and my train was cancelled thus I can't see how they reject it when there was an additional delay when I actually travelled not when I tried to.

 

[WesternLancer]

Compensation is offered for delays of 30 minutes or more. What I am confused about is that they are citing "planned engineering works" as the reason for rejecting the application when they told passengers not to travel because of the storm. I travelled the day after and my train was cancelled thus I can't see how they reject it when there was an additional delay when I actually travelled not when I tried to.

Best to appeal then I guess.

 

[CyrusWuff]

If you put the 9th as the date for the planned journey, rather than the 10th when you actually travelled, it may have confused whoever initially looked at the claim.

Looking at the previous working of the train in question on Realtime Trains, it's showing as arriving at Moor Street at the time it's supposed to be departing Snow Hill, and cancelled between Moor Street and Snow Hill "due to high winds".

 

[MagisterLudi]

Is it that unreasonable to expect someone dealing with claims to have been apprised of the events occurring during the period of time they are dealing with?

 

[WesternLancer]

Is it that unreasonable to expect someone dealing with claims to have been apprised of the events occurring during the period of time they are dealing with?

might they be in the far east? (but no, not unreasonable even then) are some of the claims considered by auto machines / ie computers however?

 

[rosschap]

Chiltern does not operate delay repay as they are an original franchisee so it works differently to other schemes. Whilst it seems that they may have got confused with the dates you traveled, the train you quoted was cancelled due to severe weather which is outside of their control so they may not have to pay compensation. It's worth appealing though as they may still pay out.