Delay Repay - GTR fobbing me off to other ATOCs

[danielson00]

Hi,

I submitted a simple claim for a journey I made on 1st December, from Bury St Edmunds to Kings Cross. It was routed via Ely.

On the day itself, after changing at Ely the train terminated at Cambridge. I then had to get a Thameslink to St Pancras and arrived around 20 minutes late.

However after logging a claim with GTR (Great Northern), I have been told it was declined, because LNER operated the service!!!! Then I re-submitted it and they said it was Greater Anglia. Although this is partly correct, Great Northern cancelled their leg of the journey.

Rejection emails below:

Original Claim:

Journey Details
1 December 2019
Bury St Edmunds to London Kings Cross at 12:24
Decision: Declined
We have checked the journey you have claimed for and our records show that this service was operated by another train operator (London North Eastern Railway). In line with our privacy policy and in order to ensure that your query/complaint is dealt with as efficiently as possible we will forward the details of your claim to them.

Resubmitted Claim:

Journey Details
1 December 2019
Bury St Edmunds to London Kings Cross at 12:24
Decision: Declined
We have checked the journey you have claimed for and our records show that this service was operated by another train operator (Greater Anglia). In line with our privacy policy and in order to ensure that your query/complaint is dealt with as efficiently as possible we will forward the details of your claim to them.

Should I just wait till this sorts itself out (maybe LNER/GA will send it back to Great Northern?)

 

[hkstudent]

Hi,

I submitted a simple claim for a journey I made on 1st December, from Bury St Edmunds to Kings Cross. It was routed via Ely.

On the day itself, after changing at Ely the train terminated at Cambridge. I then had to get a Thameslink to St Pancras and arrived around 20 minutes late.

However after logging a claim with GTR (Great Northern), I have been told it was declined, because LNER operated the service!!!! Then I re-submitted it and they said it was Greater Anglia. Although this is partly correct, Great Northern cancelled their leg of the journey.

Rejection emails below:

Original Claim:

Journey Details
1 December 2019
Bury St Edmunds to London Kings Cross at 12:24
Decision: Declined
We have checked the journey you have claimed for and our records show that this service was operated by another train operator (London North Eastern Railway). In line with our privacy policy and in order to ensure that your query/complaint is dealt with as efficiently as possible we will forward the details of your claim to them.

Resubmitted Claim:

Journey Details
1 December 2019
Bury St Edmunds to London Kings Cross at 12:24
Decision: Declined
We have checked the journey you have claimed for and our records show that this service was operated by another train operator (Greater Anglia). In line with our privacy policy and in order to ensure that your query/complaint is dealt with as efficiently as possible we will forward the details of your claim to them.

Should I just wait till this sorts itself out (maybe LNER/GA will send it back to Great Northern?)

No, Go on an resubmit again. I think there are sometimes some silly staff saw your first leg journey and think that's other TOC.
If I were you, I would just put the TL leg into claim to allow them understand directly, and in explain box, saying that the 2nd leg journey is the one with delay, (if enough space) quote the first leg journey as well.

This happens to me quite often when I need to take a Southeastern to Dartford and change for Thameslink to Medway Towns