Complicated delay repay

[RYS]

Hello all. I bought an advance ticket on the East Coast website for a journey from Birmingham International (BHI) to Shepherds Bush (SPB) travelling on 29th December departing BHI at 15:40, changing at Watford Junction (WFJ).

The Virgin Train from BHI to WFJ was cancelled so I had to travel on the 16:00 departure. The Southern service from WFJ to SPB was cancelled all evening so I had to use the London Overground. My booking meant I should have arrived at SPB at 17:19 but it ended up being more like 18:30.

Who do I claim my delay repay from? I bought the ticket from East Coast, and both Virgin and Southern caused the delay.

 

[maniacmartin]

You should always claim from the first Operator that caused a problematic delay - Virgin in this case

 

[najaB]

You should always claim from the first Operator that caused a problematic delay - Virgin in this case

Absolutely. The only complication is if, for example, their service is 20 minutes late causing you to miss a connection that means you are a hour late. Some TOC's will say that their service was only 20 minutes late, ignoring the fact that your end-to-end delay was an hour.

In the OP's case, since the train was cancelled it should be pretty straightforward.

 

[yorkie]

Who do I claim my delay repay from? I bought the ticket from East Coast, and both Virgin and Southern caused the delay.

Virgin.
--- old post above --- --- new post below ---

Some TOC's will say that their service was only 20 minutes late, ignoring the fact that your end-to-end delay was an hour.

If they fob you off like this, go to Passenger Focus or London Travelwatch

 

[185143]

Who do I claim my delay repay from? I bought the ticket from East Coast, and both Virgin and Southern caused the delay.

Virgin.
--- old post above --- --- new post below ---

Some TOC's will say that their service was only 20 minutes late, ignoring the fact that your end-to-end delay was an hour.

If they fob you off like this, go to Passenger Focus or London Travelwatch

Off topic but Northern fobbed me off when their train was cancelled on a 7 day rover ticket. Contacted Passenger Focus and got an RTV three weeks later!

 

[Bletchleyite]

Absolutely. The only complication is if, for example, their service is 20 minutes late causing you to miss a connection that means you are a hour late. Some TOC's will say that their service was only 20 minutes late, ignoring the fact that your end-to-end delay was an hour.

VT normally behave themselves. I've had one-hour-delay payouts from them a number of times when the delay to their train was only about 10 minutes, but missing the connection led to over an hour's overall delay.

Neil

 

[185143]

Absolutely. The only complication is if, for example, their service is 20 minutes late causing you to miss a connection that means you are a hour late. Some TOC's will say that their service was only 20 minutes late, ignoring the fact that your end-to-end delay was an hour.

VT normally behave themselves. I've had one-hour-delay payouts from them a number of times when the delay to their train was only about 10 minutes, but missing the connection led to over an hour's overall delay.

Neil

I've had very generous when I've used rovers before! Got delayed two hours and got a full refund!

 

[RYS]

Just an update in case anyone is interested. Virgin refunded 100% of the ticket very quickly. No problems.

By refund I mean rail vouchers of course.

 

[najaB]

Just an update in case anyone is interested. Virgin refunded 100% of the ticket very quickly. No problems.

Glad to hear it.