Delay Repay claims rejected

[markle]

Deleted

 

[Haywain]

This is both impossible (s-tickets like my season ticket do not give you pdfs)

This provides a good reason not to use s-tickets.

 

[ainsworth74]

Is it possible to take a screenshot of the ticket in the app and then save it as a PDF? Somewhat laborious but it may help you get past this process point.

The screenshot function is blocked, at least on the Northern app.

This provides a good reason not to use s-tickets.

I suppose but my experience otherwise is flawless, better than when I using a smart card which always seemed very janky when trying to load the ticket using my phone. Plus the ticket check is faster as well.

 

[miklcct]

It all worked very well until a new Minister, on the stated grounds of consistency and value for money, reverted to a variant of the same old rubbish that we had initially.

This all sounds like another pennywise pound foolish variation on that.

If the process is good, it ought to work well no matter the amount is 1p or £1M.

Otherwise it will be open to manipulation such that people will game the system.

 

[Grumpy Git]

I recently claimed for over 60 minutes delay with GWR for a delay repay value of almost £100. Journey was multiple splits, (can't remember exactly, but at least five). It was accepted and paid out within a week.

Recently claimed with LNWR on a single ticket journey (about a fiver repay) and took two weeks to approve but still not paid out a week after this, hopeless.

 

[Belperpete]

Guess what's happened again...

The initial claim was bounced back as needing further info because:



This is both impossible (s-tickets like my season ticket do not give you pdfs) and also nonsense because their own claim form clearly says that booking confirmations are acceptable. Resubmitted the claim with no further info in the hopes a human might now look at it (as appears to happen at Northern, when I have this "please supply a pdf" with them resubmitting it straight away works). No dice. It was then rejected because:



Excellent, I'm not sure how they couldn't find their own train from York to Redcar Central but oh well lets submit an appeal. Now helpfully (and unlike Northern) it does give you a way of providing some more information (but only 250 characters). The appeal has now been updated:



So I phoned them, they could see the issue but were unable to do anything until I updated the appeal as it was seemingly locked and they can't intervene at this stage until I kick it back to them. Then, hopefully, it will be approved. But if not I'm to phone again and then they will sort it out.

This sounds remarkably similar to how Avanti dealt with a claim of mine. Multiple reasons given for rejecting it, until they finally settled on the "we can't find details of legs of your journey" - even after I had sent them downloads from right time trains. Customer Services were only able to refer it back to the Delay Repay team, who just kept coming back with the same standard response. Turned out that they were just using this as an excuse to refuse payment. Not until I finally got it escalated to a manager was I finally (after nearly 3 months of pushing) told the real reason they were refusing payment.

 

[Bungle965]

This sounds remarkably similar to how Avanti dealt with a claim of mine. Multiple reasons given for rejecting it, until they finally settled on the "we can't find details of legs of your journey" - even after I had sent them downloads from right time trains. Customer Services were only able to refer it back to the Delay Repay team, who just kept coming back with the same standard response. Turned out that they were just using this as an excuse to refuse payment. Not until I finally got it escalated to a manager was I finally (after nearly 3 months of pushing) told the real reason they were refusing payment.

Which was?

== Doublepost prevention - post automatically merged: 12 Sep 2024 ==

very janky when trying to load the ticket using my phone

I have a similar experience in the West Midlands as unfortunately none of WMR stations ungated stations have validators.

Avanti TVMs now have the option to activate your Flexi season which would be useful at some of these ungated stations without validators.

 

[Belperpete]

Which was?

They had paid compensation for the outward journey, so weren't going to pay compensation for the return journey. So absolutely nothing to do with being unable to find a matching journey, the ticket not being valid for the journey, being unable to read the ticket information, needing to submit a new claim, and repeatedly being unable to find details for the final leg of the journey, which were the various "pre programmed" excuses they initially used. If they had just been honest in the first place, it would have saved a lot of both their and my time. In my case, it just added salt into the wound of the three hour journey delay I had suffered, and didn't get any compensation for.

 

[MrJeeves]

The screenshot function is blocked, at least on the Northern app.

When I bought a Trainline sTicket by accident once, I know it had a specific button to generate a "delay repay barcode" which you could explicitly screenshot for this reason. Does the Northern whitelabel app not offer this option? It seems like a rather large oversight!

 

[GodAtum]

Southern have started to clamp down on my claims. Eg: I claimed for the 0843 yesterday ECR - Clapham which left 20 mins late. But it was rejected due to the next train being the 0845 which left at 0852.

This didn't use to happen as I could claim for the actual train delay not taking into account alternative services.

 

[ainsworth74]

When I bought a Trainline sTicket by accident once, I know it had a specific button to generate a "delay repay barcode" which you could explicitly screenshot for this reason. Does the Northern whitelabel app not offer this option? It seems like a rather large oversight!

Nope, or at least not that I've been able to find so far!

 

[MrJeeves]

This didn't use to happen as I could claim for the actual train delay not taking into account alternative services.

I think you were the only one, since they have always taken into account alternative services for me stretching back to 2021...

As an example from last year...

Decision: Declined

We have checked the journey you have claimed for and our records show that the delay was 4 minutes. This is below the minimum threshold that entitles you to Delay Repay compensation. We used the following information to calculate your delay: The intended leg from 17:45 GATWICK AIRPORT, scheduled to arrive at HAYWARDS HEATH at 17:59 could not be taken because the train arrived late. The alternative leg from 17:52 GATWICK AIRPORT left on time, scheduled to arrive at HAYWARDS HEATH at 18:02, arrived 1 minute late. Total journey delay: 4 minutes.

I think in this instance, I didn't see the alternative service until it was too late to make it to the other platform, but it was over a year ago now so I don't remember.

 

[SuspectUsual]

Southern have started to clamp down on my claims. Eg: I claimed for the 0843 yesterday ECR - Clapham which left 20 mins late. But it was rejected due to the next train being the 0845 which left at 0852.

This didn't use to happen as I could claim for the actual train delay not taking into account alternative services.

Which train did you actually catch, and how late did you get to your destination compared to your original intended train, had it run on time?

 

[800Travel]

Nope, or at least not that I've been able to find so far!

I couldn't even see that on trainline when I had a flexiseason with them

 

[MotCO]

They had paid compensation for the outward journey, so weren't going to pay compensation for the return journey.

Why not? Had they compensated you 200% for the outward journey, therefore had fully repaid your total ticket?

 

[GodAtum]

Which train did you actually catch, and how late did you get to your destination compared to your original intended train, had it run on time?

My intended train was the 0843 arriving at my destination at 0852. I caught the 0849 (left at 0856 and arrived at my destination at 0907). This meant I was 15 mins later then intended.


Their replay to my claim

Decision: Declined

We've checked the journey you've claimed for and our records show that the delay was 11 minutes. This is below the minimum threshold that entitles you to Delay Repay compensation. We used the following information to calculate your delay: The intended leg from 08:43 EAST CROYDON, scheduled to arrive at CLAPHAM JUNCTION at 08:52 could not be taken because the train arrived late. The alternative leg from 08:45 EAST CROYDON left 8 minutes late, scheduled to arrive at CLAPHAM JUNCTION at 08:55, arrived 8 minutes late. Total journey delay: 11 minutes.

 

[sot]

Which train did you actually catch, and how late did you get to your destination compared to your original intended train, had it run on time?

Seems a little tight of timings, I know sometimes they will announce a cross platform change, but for example some of the changes the services require would need you to use the bridge or the ramp.

7 minutes is a little long but if you were stood waiting for your own train on one platform and to be told retrospectively that you should have crossed over for a train that would have had 2 minutes to get over there had it actually run on time, is a little unfair to say the least.

== Doublepost prevention - post automatically merged: 12 Sep 2024 ==

Similarly there have been times when I was told there was acceptance in place by a DR team, no station staff were inclined to let passengers know of this arrangement and it was not readily noted in any obvious places on the TOC website.

 

[Bungle965]

Nope, or at least not that I've been able to find so far!

Presumably either Northern haven't paid for it or it isn't available from the Trainline white labelled apps.

 

[Belperpete]

Why not? Had they compensated you 200% for the outward journey, therefore had fully repaid your total ticket?

Correct. Had their website mentioned this limitation, I wouldn't have made the claim. Had they said that was the reason they were rejecting my claim at the outset, I wouldn't have persisted with the claim. But they spent several months rejecting it for a series of entirely spurious reasons, before finally coming clean.

Their delay repay website still makes no mention of this limitation. They are therefore still actively encouraging people to waste their time making claims that are going to be rejected.

 

[trainophile]

200%? I didn't know you ever got compensated more than the 100% value of your ticket? Am I misunderstanding?

 

[Bletchleyite]

200%? I didn't know you ever got compensated more than the 100% value of your ticket? Am I misunderstanding?

I think that's a miswording of the "100% of return" payout.

It didn't used to be the case, but Delay Repay is now explicitly limited to the fare paid, you can't make a 2 hour claim both ways.

 

[MotCO]

I think that's a miswording of the "100% of return" payout.

It didn't used to be the case, but Delay Repay is now explicitly limited to the fare paid, you can't make a 2 hour claim both ways.

Yes, I was referring to 200% of the outward journey, i.e. 100% of the return fare.

 

[Royston Vasey]

Currently appealing a denied TfW claim for a complex split ticket itinerary. Legs as follows:

Meldreth-Stevenage
Stevenage-London Bridge
London Bridge-Waterloo East
Waterloo-Salisbury
Salisbury-Cardiff
Cardiff-Shrewsbury
Shrewsbury-Telford

This was Tuesday last week when a 197 sat down on the Marches and the Gerald sat at Abergavenny for 90 minutes.

I arrived Stevenage 11:08 and connected to the 11:17 TL, a few mins delayed, from Stevenage to London Bridge. The 11:31 was cancelled and they appear to be using that to justify the rejection. They are trying to blame Thameslink!

My itinerary did state the 11:31 but Thameslink reservations are not mandatory on the Meldreth to Grateley SWR&Connections ticket I held. I took an earlier service on a legal connection. And I can only claim based on the trains I took.

I was early into London, departed Waterloo on time 1250, Salisbury on time 1443 and Cardiff 1 late at 1715, but arrived in Shrewsbury 77 late.

 

[ainsworth74]

Just to update on my most recent travails, following a further phone call after the appeal was rejected I spoke with a very helpful customer service rep who raised a case for me regarding the issue. She since emailed me for more information, and has concluded that the error appears to be that the Delay Repay team didn't understand that I was finishing short on one ticket so were trying to find out what train I took after the station I finished short at. She's passed it back to the Delay Repay team to resolve so fingers crossed!

But it does speak to the poor level of knowledge within the Delay Repay team and the poor quality of the software that is used that it seems they couldn't understand that someone might finish short and then communicate clearly what their confusion was.

(The person I'm dealing with now has been great, so I attach no criticism at all to her!!)

 

[Bungle965]

Not exactly having a resounding success with my latest applications.

My WMR claim got rejected because they stated that my ticket wasn't valid despite me having a flexi season ticket which was activated on the day, this resulted in having to ring WMR up for them to manually solve it, once they inevitably realised it was perfectly fine.

The real corker comes with TfW where they again rejected my claim and also my appeal and stated that they couldn't process my delay repay claim because I didn't have a TfW Smartcard and that the only thing that I could do was to submit a manual complaint form at which point it would be picked up there!

 

[Haywain]

GWR: delayed Saturday, claimed Sunday, approved Monday. And not even asked how long the delay was.

 

[superalbs]

Just to update on my most recent travails, following a further phone call after the appeal was rejected I spoke with a very helpful customer service rep who raised a case for me regarding the issue. She since emailed me for more information, and has concluded that the error appears to be that the Delay Repay team didn't understand that I was finishing short on one ticket so were trying to find out what train I took after the station I finished short at. She's passed it back to the Delay Repay team to resolve so fingers crossed!

But it does speak to the poor level of knowledge within the Delay Repay team and the poor quality of the software that is used that it seems they couldn't understand that someone might finish short and then communicate clearly what their confusion was.

(The person I'm dealing with now has been great, so I attach no criticism at all to her!!)

I guess TPE use the same team as Avanti WC. I am having the exact same issue with starting/finishing short on a ticket at the moment, they keep asking for journey legs that are totally irrelevant. Like talking to a brick wall explaining this...

 

[MrJeeves]

Honestly, if you don't mind having it paid out by a cheque in the post, contacting Avanti by email has been my workaround for these issues so far. You just have to hope they remember to reply and you don't have to chase them twice over a 6-month period...

 

[superalbs]

Honestly, if you don't mind having it paid out by a cheque in the post, contacting Avanti by email has been my workaround for these issues so far. You just have to hope they remember to reply and you don't have to chase them twice over a 6-month period...

I'm already on my second email form with them. Let's hope this one is more successful.

 

[robbeech]

Most things (5 claims total) from my recent ALR coming back rejected it seems, had. A rough few days with delays during it.

Avanti refuse to pay out on an ALR at the moment it seems, I shall attempt to speak to someone who actually has a clue in the coming days before taking it further.
GWR also rejected and rejected the appeal, it looks like the same system (identical form and wording of replies) so another con I assume.
Happy to come down hard on them all including overreacting and heading straight for legal action, it’s about time significant steps were taken in my opinion, even if only for £45 or so.

LNER on the other hand, estimated the total for a 30-59 minute delay based on the ticket price, and 48 hours later approved it without issue.