Delay Repay Claim - Multiple Operators and Delays

[Tyrannosaurs]

Hi All,

Looking for some guidance.

My wife and daughter were travelling from Dunlop in the west of Scotland to London Euston. This involved travelling from Dunlop to Glasgow Central (Scotrail) and Glasgow Central to London Euston (Avanti West Coast).

The Dunlop to Glasgow train left on time but was delayed by about 20 minutes due to problems outside Glasgow Central, BUT due to those delays the Glasgow to London train left late and they made the connection (which they wouldn't have done had it left on time).

That train was then cancelled at Preston due to a different problem, meaning they had to divert via Newcastle eventually arriving in London over two hours late.

Both Scotrail and Avanti West Coast are claiming it's not their claim to deal with.

The first delay was with Scotrail but it didn't turn out to be material, though only because the Avanti train was late leaving. Who should I be pushing? And is there any formal process/definition/documentation I can/should be citing?

Thanks in advance.

 

[Hadders]

I'd say it's Avanti who should be paying out because the connection was made at Glasgow Central - you need to clearly state this to Avanti. This is probably one where you need to speak to Avanti as it'll require some manual intervention.