Delay repay advice

[40875704]

I had a northern issued ticket Rail sale Advance Single Route AP TPE & CONNECT

Morecambe 10:32
Lancaster 10:43

Lancaster 10:50
Man Pic 11:58

Man Pic 12:13
Scunthorpe 14:06

Train late leaving Morecambe RTT shows arrival in Lancaster 10.49 ¼ and +7 late.
Booked on NT service 10:50 from Lancaster to Man Pic which I could see moving off as we alighted in Lancaster. Not even time to try and leg it over the footbridge to the relevant platform.
Sought platform assistance in Lancaster and advised to catch the 11:30 TPE to Man Pic.
Arrival in Man Pic at 12:28
Next TPE service to Scunny at 13:13 which was delayed by 24 minutes at Stockport to reach Scunthorpe at 15:30.
Northern have knocked back my delay repay

“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: Tue, 24 Mar 2026
Departing: 10:32 from MORECAMBE to SCUNTHORPE
Decision: Unsuccessful”

“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.northernrailway.co.uk/claim/NT-0117-240-145 before Wed, 22 Apr 2026.”

Just noticed this in my account “Thank you for your Delay Repay claim. The ticket provided is not valid for the journey you've claimed for. Therefore, your claim has been rejected on this occasion.”

The appeal offers a series of drop down reasons and “other” would seem to be the only option. Seeking advice on:

I believe I have a legit claim. Confirmation or am I missing something?

How to word my appeal so I don’t spend the rest of my life batting this back and forth.

Ticket uploaded

== Doublepost prevention - post automatically merged: 25 Mar 2026 ==

Sorry date was 24/3/26

 

[walkingsophie]

Given that you have the ticket booked with an itinerary, the ticket is valid for that entire route you booked by NRCoT 13.1.2 thus the reasoning for rejecting the delay repay claim is not factual.

Other people here will be able to give you good advice on how to appeal.

 

[jfollows]

Your ticket is one from Scunthorpe to Morecambe, but your description is of a journey in the opposite direction.
Nonetheless, if you have an itinerary, you claim Delay Repay from the operator who first delayed you, Northern, as you did.

 

[40875704]

Well that explains it I've uploaded the outward tickets.
Right I'm off to shoot my self!!

 

[Haywain]

Right I'm off to shoot my self!!

I think you already did that - in the foot!

 

[40875704]

Northern turned down my delay repay, rightly, because I had uploaded the incorrect tickets. I used the appeal process to upload the correct ticket. [Originally I claimed for the two tickets I had purchased. Unbeknown to me my companion claimed for his ticket, and has been paid out] In the appeal I changed the claim to one ticket and uploaded the correct ticket. I have checked that my claim is for the other ticket, not my companions. My appeal has been turned down with the following reasons given “To be able to assess a claim fully we need complete journey and ticket information. Unfortunately, some of the required information is missing from your application. For us to progress your claim, please login to your Delay Repay Account and update your claim to include the following information:

• We’re sorry but we have been unable to process your claim, the journey you have claimed for does not match the ticket information you have provided us. This maybe because you have only entered the leg of your journey where you suffered disruption or you have used multiple tickets to travel and not uploaded all of these to your claim.

Unfortunately to assess your claim and to ensure the appropriate compensation and delay calculation is achieved we need the full end to end journey details that match the ticket you have provided us.

We need you to access your claim via your delay repay account and amend the journey details and to show your full end to end journey and re-submit your claim so we can assess it accordingly.

For help and a guide on how to do this please click the link below.
https://northernrail.my.site.com/s/...pay-claim-or-providing-additional-information”

I’m wondering if the fact that my appeal was based on an original two ticket claim now reduced to one and my appeal is technically against a two ticket claim whether they’ll just turn it down again.

I’ve got a 3/5 deadline from Northern. Any advice on how to proceed.?

 

[AlterEgo]

Call up their customer services.

0800-200-6060

 

[ainsworth74]

Yeah I think this is a phone call job at this point. Or webchat I believe Northern's webchat can also deal with this sort of thing (ask to speak to a human).

 

[40875704]

I rang with very low expectations, but got a top response and wasn't waiting ages. Resolved, just needs approval and I will get my refund.
The issue was I had put the trains I actually caught after the initial delay, all I needed to do was put the itinerary details in and they calculate from that.
Thanks for your help

== Doublepost prevention - post automatically merged: 9 Apr 2026 ==

A story that keeps on giving got a decision on my updated DR "Unsuccessful. Thank you for your recent Delay Repay claim submission. As we would need further supporting information to proceed with this claim, please contact our customer relations team who will be able to discuss this further. For further information on what type of information is needed to proceed with a claim, please visit the Delay Repay page on the Northern website.”

I called in again and the person I spoke to said she couldn’t give me any more information until an investigation had been done. I asked if I would receive further contact and she said “you should do”. Not sure what that means / involves. At least it’s all down to me cocking it up in the first place.