Joey Beauchamp
Member
- Joined
- 5 Sep 2018
- Messages
- 232
I submitted two delay repay claims with London North Western. It was for my wife, myself and my son, on a Family Railcard, with exactly the same split paper tickets.
Instead of submitting each person separately, which would have taken bloody ages, I submitted each journey on one claim , but took pictures of each ticket separately. So, for example, ticket one was Rugby to Derby for me, ticket two, the same for my wife, etc. So all the ticket numbers / amounts / pictures match.
After 10 days (why it took this long I don't know) I've had this reply to both:
We have not been able to approve your claim as you have not submitted a separate claim for each passenger with their own set of tickets and images.
Please update your ticket details and image to show only the tickets for one passenger within this claim, then submit a new claim for each of the other two passengers separately. You can do this by logging on to your journey history.
I understand why, but I don't know how to sort it out. When I go into each claim, there doesn't seem to be a way to actually delete the tickets. If I start again, I'm certain they will reject the claim and tell me the ticket has already been claimed for.
Can I just go back to them by email and inform them all the details are there and ask them to look at this again? The email address says "no reply" and I can't find an email address on their website. I also can't appeal because the claims are still "in progress" not actually rejected.
Instead of submitting each person separately, which would have taken bloody ages, I submitted each journey on one claim , but took pictures of each ticket separately. So, for example, ticket one was Rugby to Derby for me, ticket two, the same for my wife, etc. So all the ticket numbers / amounts / pictures match.
After 10 days (why it took this long I don't know) I've had this reply to both:
We have not been able to approve your claim as you have not submitted a separate claim for each passenger with their own set of tickets and images.
Please update your ticket details and image to show only the tickets for one passenger within this claim, then submit a new claim for each of the other two passengers separately. You can do this by logging on to your journey history.
I understand why, but I don't know how to sort it out. When I go into each claim, there doesn't seem to be a way to actually delete the tickets. If I start again, I'm certain they will reject the claim and tell me the ticket has already been claimed for.
Can I just go back to them by email and inform them all the details are there and ask them to look at this again? The email address says "no reply" and I can't find an email address on their website. I also can't appeal because the claims are still "in progress" not actually rejected.