Delay repay compensation volume jumps 55% in a year

[David57]

I have an ongoing claim with LNWR from mid July, it took five weeks for them to acknowledge that they had received it by post, and said that they needed more information, quite how I can provide information when I have sent them the physical tickets?

Raised the matter with customer services, who say that they will get back to me, but have heard nothing.

It's a trifling sum of money, but I will keep on at them through principle.....

 

[A S Leib]

In what way?

Reducing the effort the claimant has* to put into things such as writing emails, as has been the case in sectors such as employment tribunals.

*I don't trust AI nearly enough to do less work than I would have had it not existed; I'm aware that that's far from a universal view.

 

[Essexman]

I travel regularly long distance on GWR, mostly between Torquay & London. This summer I had eight consecutive trips where one or both of outward or return was delayed by more than 15 minutes but no major delays. The most common cause of delay was connections at Newton Abbot (Exmouth trains) being late. It's nice to get a bit of money back but I feel 15 minutes delay doesn't really merit it. No other mode of transport offers such compensation.

 

[AlterEgo]

Reducing the effort the claimant has* to put into things such as writing emails, as has been the case in sectors such as employment tribunals.

*I don't trust AI nearly enough to do less work than I would have had it not existed; I'm aware that that's far from a universal view.

Delay repay is usually claimed by filling in a form online and attaching files, which is more difficult to get a consumer AI to do effortlessly. As others have pointed out the increase in payouts has been due to the railway suffering an unusual number of severe disruption incidents in the relevant period.

 

[brad465]

I think the argument about tax payers money is quite compelling. Is Delay Repay really justified? If so, does it need to be as generous as it is? if you drive and are extensively delayed due to road closures or road works, there is no compensation despite having paid road and fuel tax for the privilege. If you fly then you might get compensation if severely delayed and it was the airline's fault. It strikes me there may be better ways to spend public money than handouts for minor delays.

If Delay Repay incentivised TOCs to improve punctuality, it would be worthwhile, but often the delays are not entirely within their control, whether because an external factor causes it, or solutions to internal ones are not being permitted by the DfT (e.g. more reliable rolling stock, more staff, etc.).

 

[sharpener]

I've noticed a rise in the guards (and even drivers on DOO) telling us over the tannoy to claim delay repay when we hit 15 mins late.

Happened to me last Friday. Driver was clearly hacked off that the Cambridge - Brighton semi-fast was given the road just as he was arriving from King's Lynn https://www.railforums.co.uk/thread...-of-on-gtr-great-northern.283224/post-7981297.

ETA can't be bothered to claim, my onward journey to Bournemouth went to plan and it's quite a hassle for less than a tenner compo.

 

[Haywain]

I have an ongoing claim with LNWR from mid July, it took five weeks for them to acknowledge that they had received it by post, and said that they needed more information, quite how I can provide information when I have sent them the physical tickets?

Raised the matter with customer services, who say that they will get back to me, but have heard nothing.

It's a trifling sum of money, but I will keep on at them through principle.....

Without knowing what additional information is being asked for it's difficult to comment.

 

[Stephen98]

I've noticed a rise in the guards (and even drivers on DOO) telling us over the tannoy to claim delay repay when we hit 15 mins late.

I think it's part of the DFT mandated Service Quality Excellence regime criteria to announce how to claim delay repay when the threshold is met. Something that gets secret shopped on from time to time as well

 

[D1537]

I've claimed with LNER, TPE and TFW in the last 2 weeks and have got all the funds already. I'm still waiting for an Avanti from August...

 

[Horizon22]

Figure 3.1 has approval rates by Operator, 100% for Caledonian sleeper, but a whopping 57% not approved on Elizabeth line

Looks like the (part) nationalised railway, is worse than when more was private

TfL don't seem to pay out for various reasons that is not an issue elsewhere, so I imagine Elizabeth line and Overground are quite low.

== Doublepost prevention - post automatically merged: Today at 19:41 ==

Actually, I mean that blame and attribution are the same thing. Delay attribution or delay blame, but either way the delay is the thing that is being dicussed.

Delay attribution is also incredibly useful for performance analysis too.