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Delay Repay from events on 20/11/13

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Roverman

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I was one of those delayed when a small fire occurred alongside the railway line near Tamworth. I was detrained at Rugby and managed to get myself to New Street and finally got home 2 hours later than planned.

I submitted a Delay Repay the same evening but haven't heard a thing since from London Midland. Any advice on my next steps?
 
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sheff1

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My rule of thumb in such cases is to leave it 28 days and then ring them up if nothing has been received.

Did you keep a copy of the claim ?
 
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bb21

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LM have a huge backlog (Do they ever not?), so if you a happy to wait then do so, otherwise give them a ring as suggested or tweet them.
 

BHXDMT

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LM are currently processing Online/App submitted Delay Repay forms from the 28th November, so I should imagine yours has been dealt with by now and the Voucher/Letter may be on its way?

No harm in ringing (or Tweeting if you're that way inclined) Customer Relations though.
 

STANDISH

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I can confirm a colleague of mine ,who was on a Virgin train going between London and Preston, who was delayed by two hours by the same incident received his payment yesterday.
 

Roverman

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I have contacted LM twice about this and had no response from either message. I am unable to submit a 2nd claim as too much time has passed (typical unfair rule).

This is outrageous, no doubt LM was working out their 'claim' from Network Rail within seconds of the fire occurring and I am willing to bet they've had their money already so withholding mine is tantamount to theft.
 

bb21

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Maybe it is time to get Passenger Focus involved.
 

bb21

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They are indeed useless on some more complicated issues. My experience is largely positive on something as straight forward as this however.
 

Roverman

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Is it very difficult for me to ring companies as I am out of the house by 7am and rarely get home before 6.30pm, that's why I love being able to email companies, I can then reply at my convenience.

I have had a couple of emails today from Passenger Focus, they have spoken to LM for me who claim the form is blank! This is utter rubbish, websites these days don't let you submit blank forms (you get silly red marks!) all in all a a typical LM excuse. They also reckon the photo attachment never made it either!

So I've got to resubmit and start all over again (think I'll ask for some interest!)
 

bb21

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Am I correct to assume that they have agreed to accept an out-of-time application?
 

Clip

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Is it very difficult for me to ring companies as I am out of the house by 7am and rarely get home before 6.30pm, that's why I love being able to email companies, I can then reply at my convenience.

I have had a couple of emails today from Passenger Focus, they have spoken to LM for me who claim the form is blank! This is utter rubbish, websites these days don't let you submit blank forms (you get silly red marks!) all in all a a typical LM excuse. They also reckon the photo attachment never made it either!
So I've got to resubmit and start all over again (think I'll ask for some interest!)

Actually it is very easy for online forms to be corrupted after they have been sent in, could just be a dodgy script from yours or their end when you sent it so it turned up blank.

But hey, maybe thats utter rubbish too - who knows!!
 

andrewkeith5

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Actually it is very easy for online forms to be corrupted after they have been sent in, could just be a dodgy script from yours or their end when you sent it so it turned up blank.

But hey, maybe thats utter rubbish too - who knows!!

I'd be fascinated to know how they would know it was your form that was submitted blank... I get that IT issues happen, but surely if the form was blank they wouldn't even know whose it was to reject it or tell Passenger Focus about it...
 

Clip

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I'd be fascinated to know how they would know it was your form that was submitted blank... I get that IT issues happen, but surely if the form was blank they wouldn't even know whose it was to reject it or tell Passenger Focus about it...

Theres a myriad of ways, if it requires you to log in then it will know who it is from, it may even keep the email address when it is sent through, I even have issues with completing forms at work sometimes and always get an email back saying can I please fill it in properly this time. To claim they are lying outright is downright wrong.
 

rdeez

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Actually it is very easy for online forms to be corrupted after they have been sent in, could just be a dodgy script from yours or their end when you sent it so it turned up blank.

As a (fairly competent!) web developer I'd have to disagree! This could only be the case if LM's site don't conduct any error checking on the input - there are opportunities to detect blank input both on the client side and the server side, if a 'blank' form has been received; clearly they are failing to implement such checking, which is not really excusable.
 

DownSouth

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As a (fairly competent!) web developer I'd have to disagree! This could only be the case if LM's site don't conduct any error checking on the input - there are opportunities to detect blank input both on the client side and the server side, if a 'blank' form has been received; clearly they are failing to implement such checking, which is not really excusable.
There's a second way - if a person at LM is deliberately "corrupting" submitted forms.
 

Clip

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As a (fairly competent!) web developer I'd have to disagree! This could only be the case if LM's site don't conduct any error checking on the input - there are opportunities to detect blank input both on the client side and the server side, if a 'blank' form has been received; clearly they are failing to implement such checking, which is not really excusable.

You may well be a fairly competent web designer but it may surprise you to learn that for a lot of TOCs having a the cream of the crop of IT professionals employed by them doesnt come top of the list and those who do access it to either make changes or update can and DO make errors. I have seen it enough in both the TOC I work with now and the one previously who managed to crash our whole intranet by arsing around with it thinking they knew what they were doing but alas did not.

@DownSouth - now thats a big old conspiracy there - I like it :lol:
 

rdeez

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You may well be a fairly competent web designer but it may surprise you to learn that for a lot of TOCs having a the cream of the crop of IT professionals employed by them doesnt come top of the list (...)

I'd hardly describe implementing the most basic sanity checking (we're talking one or two lines of code here) on an extremely simple web form as the sole domain of 'cream of the crop' IT professionals. Anyone incapable of implementing this deserves neither 'professional' nor 'IT' anywhere in their job title!

Sent from my C6903 using Tapatalk
 

reb0118

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You may well be a fairly competent web designer but it may surprise you to learn that for a lot of TOCs having a the cream of the crop of IT professionals employed by them doesn't come top of the list and those who do access it to either make changes or update can and DO make errors.........

I'd hardly describe implementing the most basic sanity checking (we're talking one or two lines of code here) on an extremely simple web form as the sole domain of 'cream of the crop' IT professionals. Anyone incapable of implementing this deserves neither 'professional' nor 'IT' anywhere in their job title!

Remember the railway does a lot of in house recruiting. It could be the "IT" department was recruited from redundant shunters who professed a knowledge of zx spectrums - would be cheaper than hiring in professionals (until it all goes Pete Tong :oops:)!

Do not ascribe to malice what can easily be ascribed to incompetence. That said LM could just as easily be at it? :p
 

bolli

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Remember the railway does a lot of in house recruiting. It could be the "IT" department was recruited from redundant shunters who professed a knowledge of zx spectrums - would be cheaper than hiring in professionals (until it all goes Pete Tong :oops:)!

Do not ascribe to malice what can easily be ascribed to incompetence. That said LM could just as easily be at it? :p

Compared to the rest of the submitting process, checking the field isn't blank is rather simple.
Most likely to be a database error not detected properly by shabby code.
 

Clip

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I'd hardly describe implementing the most basic sanity checking (we're talking one or two lines of code here) on an extremely simple web form as the sole domain of 'cream of the crop' IT professionals. Anyone incapable of implementing this deserves neither 'professional' nor 'IT' anywhere in their job title!

Sent from my C6903 using Tapatalk


They dont, youre right. But that still does not stop people from tinkering thinking they know best and cocking something up along the way without realising it.

reb0118 is quite right about hiring in house too - the one who knacked our intranet was a bloke who used to work in the lost property dept and claimed he knew about all things IT so got put onto the team and knacked it.
 

rdeez

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Oh dear. They must realise they'll be exposed for their lack of knowledge eventually! Hopefully London Midland are already taking steps to prevent 'blank' forms popping up, as it's not really fair on the customer if to them it appears everything has gone smoothly, especially in time sensitive matters like this.

Sent from my C6903 using Tapatalk
 

bb21

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I'd hardly describe implementing the most basic sanity checking (we're talking one or two lines of code here) on an extremely simple web form as the sole domain of 'cream of the crop' IT professionals. Anyone incapable of implementing this deserves neither 'professional' nor 'IT' anywhere in their job title!

I am hardly surprised that some of the so-called IT pros are not getting simple design principles right. I can spot many things from a miles away, and I believe that you can too, but there are plenty of people out there designing websites and software who have absolutely no idea what the simplest things are that they need to get right and which ones are vital so that the product functions properly and efficiently.

These days it seems as if anyone can design a website, and the amount of junk out there is pretty unbelievable, even with some large organisations.
 

Muzer

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I am hardly surprised that some of the so-called IT pros are not getting simple design principles right. I can spot many things from a miles away, and I believe that you can too, but there are plenty of people out there designing websites and software who have absolutely no idea what the simplest things are that they need to get right and which ones are vital so that the product functions properly and efficiently.

These days it seems as if anyone can design a website, and the amount of junk out there is pretty unbelievable, even with some large organisations.
At a risk of getting into a large debate about web development, I'd say a rather large part of the problem is that the tutorials are awful and dangerous.

Anyone who has ever developed any web application with database access: Look at the w3schools tutorial for MySQL:

http://www.w3schools.com/php/php_mysql_insert.asp

And have a look at this tutorial *in the official PHP docs* about avoiding MySQL injections:

http://www.php.net/manual/en/security.database.sql-injection.php

Notice that w3schools doesn't teach to use MySQL with parametrised queries (the safe way), but instead has an example that is already vulnerable to MySQL injections.

Notice that the PHP docs has only one vague bullet point buried away near the bottom about using parametrised queries - the best and safest way of preventing injections.

Can you really blame budding web developers if this is what they have to learn from?


But yeah, I've seen an awful lot of terrible things, some of which is inexcusable. But I don't honestly think the number of security vulnerabilities through MySQL injection exploits is all too surprising or inexcusable.
 
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