I had to chase Great Northern for a lost Delay Repay claim for a 30-minute late arrival. Without going through a whole chain I missed a connection as a train had departed 11 minutes earlier (reason unexplained) so had to get the next train on a half hourly frequency timetabled service. This is the latest email in an exchange as to why I was only offered compensation for a 15-29 delay rather than 30-60.
Thank you for contacting us regarding your delay journey on 4 September 2020.
After checking our records, I can confirm that the 19:32 service departed Stevenage station at 19:31. One minute before it was due to depart. This service arrived at Hertford North station at 19:43.
The way that we calculate a delay is by comparing the scheduled arrival time of the train with the time that the passenger arrived at their destination. On this occasion you were due to arrive at Hertford North station at 19:14 due to the cancellation you arrived at Hertford North at 19:43. Therefore, the total delay we have found is for 29 minutes.
I hope the above information explained the reason why your claim has been approved for the delay of 15-29 minutes.
I have no way of checking if that arrival/departure was 1 minute early (reason again unexplained) but it seems a somehow sneaky way of avoiding paying out delay repay.
Thank you for contacting us regarding your delay journey on 4 September 2020.
After checking our records, I can confirm that the 19:32 service departed Stevenage station at 19:31. One minute before it was due to depart. This service arrived at Hertford North station at 19:43.
The way that we calculate a delay is by comparing the scheduled arrival time of the train with the time that the passenger arrived at their destination. On this occasion you were due to arrive at Hertford North station at 19:14 due to the cancellation you arrived at Hertford North at 19:43. Therefore, the total delay we have found is for 29 minutes.
I hope the above information explained the reason why your claim has been approved for the delay of 15-29 minutes.
I have no way of checking if that arrival/departure was 1 minute early (reason again unexplained) but it seems a somehow sneaky way of avoiding paying out delay repay.
