Delay Repay claims being ignored for 6+ months

[Roy1234]

Due to the rash of strikes in the last year, I have multiple Delay Repay claims for delays or days when no travel was possible. Always made promptly online, I keep detailed records due to Cross Country's slowness and tendency to 'forget' about these. Lately a new problem has emerged - they simply never respond despite numerous chases quoting their unique reference number each time.

They've always been slow, then when awoken often asking for info already supplied (e.g. ticket details etc), but repeated chases of claims of 3 months age are often now bringing no response. I have one claim dating back to a strike day in early Feb, that's almost 7 months ago, totally ignored. Then out of the blue I can be paid for a claim 'just' a month old.

I've looked at the Rail Ombudsman site, but it appears they only intervene in delay repay refusals. By simply never replying despite multiple chases, are Cross Country effectively leaving me with no compensation and no one to complain to?

 

[glasgowniteowl]

Just to clarify, you seem to say delay repay claims when no travel was possible? Could you clarify what you you mean by that?

 

[Adam Williams]

Make a complaint about the outstanding cases. If 40 working days elapse, or you are given a deadlock letter, you may approach the ombudsman.

 

[lachlan]

I’ve found when my claims get ignored a phone call will clear it up

 

[Roy1234]

Just to clarify, you seem to say delay repay claims when no travel was possible? Could you clarify what you you mean by that?

A train driver's strike meaning no services whatsoever ran on my line.

Make a complaint about the outstanding cases. If 40 working days elapse, or you are given a deadlock letter, you may approach the ombudsman.

So you mean an email headed 'complaint' will bring a response that a reply to a CC reference number won't? Is there some statutory obligation I should know about? I thought I had to have a formal response to go to the Ombudsman? If they ignore the complain, I won't.

I’ve found when my claims get ignored a phone call will clear it up

When you say 'clear it up' are you saying that they won't ignore phone calls?

 

[skyhigh]

A train driver's strike meaning no services whatsoever ran on my line.

Did you abandon your journey, or did you travel on a different route/date using the ticket?

If you didn't travel at all, you need to claim a refund from the retailer not delay repay from the train operator.

 

[Roy1234]

Did you abandon your journey, or did you travel on a different route/date using the ticket?

If you didn't travel at all, you need to claim a refund from the retailer not delay repay from the train operator.

I have a season ticket. I did not attempt the journey as CC had already said no services would run. That entitles me to a full refund from CC, I'm not sure who you mean by 'retailer'?

 

[Adam Williams]

Did you abandon your journey

This is important to resolve first. You have no entitlement to delay repay if you abandoned your journey

I have a season ticket. I did not attempt the journey as CC had already said no services would run

I believe Delay Repay is the correct avenue for monthly/annual season tickets under these circumstances.

So you mean an email headed 'complaint' will bring a response that a reply to a CC reference number won't?

Yes, quite possibly - if you also ask for a deadlock letter in that complaint, it might garner more of a response. The organisations I've seen tend to have different complaint handling procedures than "normal support issue" handling procedures. There's a risk the Ombudsman won't recognise your initial delay repay submission as a complaint, so I'd be crystal clear about it in your email subject when sending a new email to complain about the delay repay claims that have not been paid.

I thought I had to have a formal response to go to the Ombudsman? If they ignore the complain, I won't.

Deadlock letter, or 40 working days without a resolution after your complaint: https://www.railombudsman.org/making-a-complaint/complaints-we-can-investigate/

 

[Roy1234]

This is important to resolve first. You have no entitlement to delay repay if you abandoned your journey


I believe Delay Repay is the correct avenue for monthly/annual season tickets under these circumstances.


Yes, quite possibly - if you also ask for a deadlock letter in that complaint, it might garner more of a response. The organisations I've seen tend to have different complaint handling procedures than "normal support issue" handling procedures. There's a risk the Ombudsman won't recognise your initial delay repay submission as a complaint, so I'd be crystal clear about it in your email subject when sending a new email to complain about the delay repay claims that have not been paid.


Deadlock letter, or 40 working days without a resolution after your complaint: https://www.railombudsman.org/making-a-complaint/complaints-we-can-investigate/

Thanks, yes I will try the Deadlock Letter request. I suspect you are right, only an indication that I am taking things to the Ombudsman may awaken them.

But when you think that behind every claim is a miserable journey or cancelled day's plans, followed by time claiming online and more time chasing those ignored complaints, I think the game they appear to be playing is disgusting.

 

[Kite159]

Agreed with the above, take it to the Ombudsman, might wake them up with the outstanding claims.