Delay repay - 21 minutes, split ticket, multiple operators

[e4557]

Hello,

On 3 November I travelled from London Paddington to Cardiff Central, but because no trains were running directly between the two in the evening, I bought two tickets (so one split ticket) for the following journey:

• 18:03 London Paddington (PAD) -> 19:43 Taunton (TAU), operated by GWR - Advance Single (1st Class) + 16-25 Railcard discount - cost: £58.60
• 19:53 Taunton (TAU) -> 20:28 Bristol Temple Meads (BRI), operated by CrossCountry + 20:47 Bristol Temple Meads (BRI) -> 21:30 Cardiff Central (CDF), operated by GWR (note: I never found this second train online or on the boards at the station) - Anytime Day Single (1st Class) + 16-25 Railcard discount - cost: £53.00

Because of delays on every leg, my actual journey ended up being:

• 18:05 (2 minutes late) London Paddington (PAD) -> 19:49 (6 minutes late) Taunton (TAU), operated by GWR
• 20:01 (8 minutes late) Taunton (TAU) -> 20:38 (10 minutes late) Bristol Temple Meads (BRI), operated by CrossCountry
• 21:18 (originally scheduled 20:51, 27 minutes late) Bristol Temple Meads (BRI) -> 21:56 (originally scheduled 21:35, 21 minutes late) Cardiff Central (CDF), operated by GWR

As mentioned, I never found the third train I was supposed to take from Bristol Temple Meads to Cardiff Central, it didn't seem to exist on the National Rail website nor on the boards at Bristol Temple Meads, so I took one scheduled just a few minutes later.
Overall, a 26 minutes delay from the 21:30 arrival mentioned on my second ticket, or a 21 minutes delay from the 21:35 scheduled arrival of my third train.

GWR offers 25% compensation on single tickets for delays between 15 - 29 minutes, while CrossCountry doesn't offer any compensation for delays under 30 minutes.

As the 20:47 train from Bristol Temple Meads didn't seem to exist, and the delay was really caused by the third train operated by GWR, I filed a claim with them, but they have gotten back to me saying:

Thank you for your delay repay claim which we received on Sun, 03 Nov 2024. We are sorry that you experienced a delay to your journey.

Your claim has been checked using a set process and the details of any delay verified using industry systems holding historic train running information. We have reviewed your claim and can confirm the following:

Travel Date: Sun, 03 Nov 2024
Departing: 18:03 from LONDON PADDINGTON to CARDIFF CENTRAL
Decision: Unsuccessful

We have checked the journey you have claimed for and our records show that this service was operated by another train operator (Crosscountry). Therefore, we are unable to process your claim.

Your information has been managed in line with our privacy policy.

To ensure that your claim is dealt with as efficiently as possible we have forwarded your claim to Crosscountry.

What happens next?
The train operator, Crosscountry, will be in touch with you directly with further information about any compensation that may be due. For more information on how to contact them, please visit https://www.nationalrail.co.uk/times_fares/ticket_types/121354.aspx#Delay Repay
If you believe we've made the wrong decision or that you've given us the wrong information, then the quickest way to update us is to appeal the claim using our online web page at https://delayrepay.gwr.com/claim/GWR-****-***-*** before Thu, 05 Dec 2024.

You just need to tell us why you're submitting the appeal and update any extra details or evidence to help us make the right decision.

Would CrossCountry still issue a compensation for this delay despite their policy only covering delays over 30 minutes?
If not, can I appeal with GWR? Or are they in the right that CrossCountry should be the one issuing compensation if any?

Note I provided GWR with the times of my trains as detailed in my tickets, including the third train that doesn't seem to have existed.
I suspect they may be claiming CrossCountry is in the wrong as the actual times would've left only 9 minutes to connect to this train, and my understanding is that at least 10 minutes are required for connections.
If so, would I be better off adjusting the trip I provided them to the actual train I got and claiming a 21 minutes delay? (which would be entitled to the same 25% compensation)

Thanks!

 

[Mojo]

Unfortunately this issue seems to happen all the time, with Tocs passing claims on to other operators that are not relevant.

The 20.47 from Temple Meads to Cardiff Central appeared to have been cancelled due to non-availability of traincrew. Link to Timetablehistory website which shows this. Not sure why it would not have been not shown on the boards at Temple Meads.

The Minimum connection time at Temple Meads is 10 Minutes, so given the XC train arrived with only 9 Minutes to spare, this could be why they are passing onto XC. Of course, in practice, you would have no problem making this connection, especially as both trains operate from the same island at Temple Meads, with the XC due into platform 5, and the 20.47 GWR going from platform 7.

I personally would go back to GWR and advise that the 20.47 from Temple Meads, to Cardiff, is one of their trains, and it was cancelled, and that is why you were delayed.

 

[Mcr Warrior]

So, are we saying that the OP should be entitled to Delay Repay of 25% of the £111.60 total fares paid, claimable from GWR?

 

[1955LR]

Personally I have found GWR one of the better companies when claiming delay repay. In one instance their late running made me miss a connection which subsequently was cancelled. So their lateness made no difference , but as their were first I claimed off them & they paid.

 

[e4557]

Good news!

After appealing GWR's decision and amending the trip I provided to them replacing the 20:47 train with the 20:51 from Bristol to Cardiff, they approved a 25% (£27.90) compensation.

Thanks everyone!

 

[Hadders]

That's good news, thanks for updating us.