Delay Repay claims rejected

[gray1404]

It sounds like Avanti automated claims are being approved fast. However those requiring manual processing (using more then one ticket in my case, even though it was a simple 1 leg journey) are taking a while. Likewise it took a week for me to get an email from them confirming they have my claim.

== Doublepost prevention - post automatically merged: 12 Dec 2025 ==

Likewise Northern have a backlog at the moment and I believe are taking about 3 weeks to process a claim that requires a person to look at it.

 

[Haywain]

submitted two claims on Wednesday afternoon and although I haven't received email confirmation,

I submitted a claim on Wednesday morning and received an email confirmation on Friday morning!

 

[Belperpete]

Has anyone else noticed that Avanti are taking forever to process delay repay claims at the moment?

They do seem to be taking longer than usual to send out the email confirming receipt of a claim. I usually receive such emails within an hour or so of submitting a claim, but the latest case took almost two days. The claim got rejected almost immediately after that, however.

 

[cool110]

They do seem to be taking longer than usual to send out the email confirming receipt of a claim. I usually receive such emails within an hour or so of submitting a claim, but the latest case took almost two days. The claim got rejected almost immediately after that, however.

Seem to be all the emails this week. Got the conformation for a clam on Sunday immediately, but the approval one came a few days after the payment hit my card.

 

[aar0]

Email from avanti this morning:

Please accept our apologies for the delay in processing your claim that we received on Mon, 01 Dec 2025. We are currently experiencing high volumes of claims which is preventing us from assessing your claim as quickly as usual.

We will do our best to assess your claim as soon as possible and you can check the status of your claim at any time by using our online web page

 

[Kite159]

Email from avanti this morning:

Sounds like the usual automated email which gets sent out by the system when it detects a claim going over a particular number of days.

 

[trainophile]

I just had an email from WMR accepting a claim I put in under 24 hours ago, saying they are actioning the payment.

Is this a record?

 

[Kite159]

I just had an email from WMR accepting a claim I put in under 24 hours ago, saying they are actioning the payment.

Is this a record?

I've had claims paid out within minutes of it being submitted, to such a degree the email from Paypal arrived before the confirmation email from the TOC

 

[redreni]

GWR just got back to me on a claim submitted on 30th November. They rejected it on the basis that the 18:11 ran on time.

Which it did, but as per my claim my intended train was the 18:26 (which was actually a GWR train, unlike the 18:11, and which was delayed, hence why I claimed against GWR).

They are doing okay on timeliness, but they might have a better chance of keeping the backlogs down even more if they got the initial decisions right.

 

[gray1404]

I received the same Avanti holding email yesterday and today received a rejection email. They say they cannot find a timetabled journey. Given it was a direct Liverpool to Crewe journey this is madness so I have appealed.

I think the issue is I used split tickets. First ticket free travel pass (Liverpool Lime Street to Liverpool South Parkway). Second ticket Off Peak Day Return LPY to CRE. I have resubmitted images of both tickets and an explanation in my appeal.

 

[aar0]

Email from avanti this morning:

Just emailed to confirm full delay repay inbound.

 

[gray1404]

Just emailed to confirm full delay repay inbound.

Looks like I have around another two weeks to wait them before they make a decision on my appeal as I received a holding email yesterday.

 

[johntea]

Not a rejection but I submitted a 30 minute delay claim to Northern with split tickets used for the journey and they’ve approved not one but two single complimentary tickets as a result

 

[Haywain]

I submitted a claim on Wednesday morning and received an email confirmation on Friday morning!

And all I’ve received since is a holding email apologising for the delay, and that was 11 days ago.

 

[sot]

Is anyone having trouble with super slow LNR payouts after confirmation at the minute?

 

[styles]

Not a rejection but I submitted a 30 minute delay claim to Northern with split tickets used for the journey and they’ve approved not one but two single complimentary tickets as a result

Why did they provide complimentary tickets instead of cash/RTV? Was your delay while you were travelling on another complimentary ticket?

 

[Mcr Warrior]

Why did they provide complimentary tickets instead of cash/RTV? Was your delay while you were travelling on another complimentary ticket?

A Northern complimentary ticket can potentially be more useful than a cash/RTV that might only be for a few pounds (or less!)

 

[styles]

A Northern complimentary ticket can potentially be more useful than a cash/RTV that might only be for a few pounds (or less!)

Oh I'm sure, I'm just a bit confused. Is this something Northern routinely offer in case of delays, instead of say cash? I don't travel with Northern very often!

It's potentially beneficial for them as well, as it doesn't affect their (current) cash position.

 

[Mcr Warrior]

Oh I'm sure, I'm just a bit confused. Is this something Northern routinely offer in case of delays, instead of say cash?

It's a choice you are offered by Northern, but the delay has to have been a minimum of 30 minutes. If it's only a 15-29 minutes delay, the remaining 'Delay Repay' choices are, I believe, a cashable voucher (only redeemable at a Northern ticket office) or RTVs.

More compensation options are available if you submit your Delay Repay claim online, including donating the value of the payout to Samaritans.

 

[cool110]

Oh I'm sure, I'm just a bit confused. Is this something Northern routinely offer in case of delays, instead of say cash? I don't travel with Northern very often!

Yes, it's a normal option on the claim form. A single for 30 mins, return for 60, and 2 returns for 120.

 

[styles]

It's a choice you are offered by Northern, but the delay has to have been a minimum of 30 minutes. If it's only a 15-29 minutes delay, the remaining 'Delay Repay' choices are, I believe, a cashable voucher (only redeemable at a Northern ticket office) or RTVs.

More compensation options are available if you submit your Delay Repay claim online, including donating the value of the payout to Samaritans.

That's quite cool.

Do any other operators do this? I don't think I've ever seen it as an option! I understand why the long distance operators might not offer it though, as the price difference between say a Newcastle to Edinburgh ticket and a London to Aberdeen ticket can be quite stark.

 

[Mcr Warrior]

Do any other operators do this?

If you are asking about which other operators offer 'Delay Repay' claimants the option to donate the value of their approved claim, to a charity (such as Samaritans), believe EMR also do this.

 

[styles]

If you are asking about which other operators offer 'Delay Repay' claimants the option to donate the value of their approved claim, to a charity (such as Samaritans), believe EMR also do this.

No, sorry I wasn't clear - which other operators allow you to claim a 'complimentary' ticket?

I think most of the operators offer the charity donation route now.

 

[gray1404]

Northern are the only operator that offer a complementary ticket as a standard option for delay repay claims.

 

[Blaine]

Grand Central too if your journey touched Kings Cross.

 

[JordR]

Earlier today I finally prevailed over Northern for a delay repay claim of single-digit pounds that I made on 24 October last year. In the process they:

• Initially rejected my claim because the train supposedly did not exist... that being the train I selected from the timetable search on their own delay repay website.
• Rejected my appeal, still claiming the train did not exist.
• When I contacted their customer services team, they claimed for a third time the train did not exist. They further claimed my delay repay claim wasn't valid because a service departing after I had already left my origin station (the delay occurred when changing) had run on time.
• Finally when I told them I wanted to take the case to the ombudsman, they accepted the claim.

I'm sure many people wouldn't have been so stubborn for so little money, so maybe their approach is having some benefit to them.

 

[Angmering1974]

Wow. There is no other sensible conclusion other than Northern are wilfully denying valid claims (in a rather drawn out manner). I guess they learnt from the airline industry

(Before someone blames systems and tech and policies etc: having inadequate systems, procedures and policies is the same thing in my mind)

 

[AlterEgo]

Northern are an extremely thick train company, this is probably low wattage incompetence as usual from them rather than some conspiracy to steal four pounds.

 

[redreni]

Northern are an extremely thick train company, this is probably low wattage incompetence as usual from them rather than some conspiracy to steal four pounds.

I tend to agree, however, despite the fact it probably is incompetence rather than malice or dishonesty, I don't think TOCs are entitled to any presumption that these things are honest mistakes. This is because they don't extend the same assumption to passengers who do things incorrectly. Even though passengers are amateurs and they, the TOCs, are supposed to be the experts.

 

[J.C.]

I've had a delay repay claim turned down by Northern today for not providing extra details when requested.
I couldn't see how to provide the extra information requested on the delay repay site so I sent an email with full details and attached the tickets as requested.
Delay occurred on 4 November, claim made on 5 November, sent extra details by email on 18 November. Award cancelled today, reason given 'extra details not provided'.
A phone call to customer services or letter of complaint?
I'll dwell on it overnight and decide in the morning.

Contact made by telephone on 11 December, case explained, a promise that the information would be passed back to be reconsidered.
Nothing has happened.
Letter going in today.
It's like they hope you'll just give up.