Delay repay advice

[Halsebee]

I travelled from Durrington to Bath Spa on 18th July at 1531 with a Durrington to Bath Spa Advance single, on Southern trains to Southampton then GWR to Bath. The GWR arrival at Bath was approx 50 mins late.

I have submitted a Delay Repay claim to GWR which was rejected as they said "another operator" was responsible and they referred me to Southern/Thameslink who contacted me and invited me to claim, which they rejected as the delay was caused by another operator!

I resubmitted to GWR clarifying that they delayed train was clearly theirs, but the rejected again and referred me to Southern, who have now rejected the claim again.

How can I proceed from here please?

Both operators have appeals mechanisms but they look cumbersome and I have no confidence in them.

I don't understand why GWR reject the claim, the delayed train was theirs, it was definitely late, and they are not disputing the delay itself.

 

[yorkie]

This is much more common than it should be; we have had a lot of reports of such behaviour lately.

You could ask GWR if you are in deadlock; say that you intend to escalate the matter to the Rail Ombudsman if they don't pay up.

Most people just give up, and train companies surely know this.

Did you buy the tickets through the forum's site? If so, feel free to message me and I could also chase GWR for you.

 

[alistairlees]

Southern trains to Southampton were being turned at Fareham on 18th July. The OP would not have been able to get to Southampton on time. GWR may have a point. To the OP: what journey did you intend to make? What journey did you actually make? Whatever you can remember would be helpful!

 

[Halsebee]

I got the 1531 Durrington to Angmering, 1544 Angmering to Southampton Central. This train was late, went through to Southampton Central, and it still connected into the correct train fory ticket, from Southampton to Bath, the 1711 which was very delayed..
I did buy my ticket ftom the forum site, it's an ticket which I still have.

 

[AlterEgo]

Southern fouled your connection first. That GWR were subsequently late shouldn't come into it.

 

[alistairlees]

The 15.44 from Angmering arrived at Southampton Central 21 minutes late (17:24 instead of 17:03). Your GWR connection should have departed at 17:11 but actually left at 17:27, then arrived at 19:16, 40 minutes late. This will; be the cause of the problem.

 

[thejuggler]

Looks like it comes down to:

If the SWR had been on time, would the OP's GWR service still have been delayed?

Although in an ideal world the delay would be paid by a central system and it would be down the TOCs to argue responsibility, not the passenger.