Delay Repay Issues.

[mono1989]

I've attempted to submit a delay repay claim for the following journey via the LNER website.

The ticket type is a Super Offpeak Single but I don't want to disclose origin/destination as it hasn't been turned into one of the "Semi-Flex" tickets and I would like to be able to use it a bit longer.

The journey was a follows:

10/04/26
Kings Cross to Newcastle 15.30-18.09 (actual arrival 18.20)
Newcastle to Newsham 18.25-18.49

By the time I got off the train from London and worked out where the Newsham connection was it had gone so waited for the 18.56

When putting the details into the LNER delay repay site it states that the Kings Cross train arrived at 18.18 and that there total delay was 0.

Is it worth emailing with a screen grab of Real Time Trains to prove that it arrived at 18.20?

 

[walkingsophie]

Even with the claimed 18:18 arrival, Newcastle station has minimum connection time 8 minutes so the delay repay should have been accepted I think. Other people on the forums will be able to give good advice on how to appeal.

 

[Belperpete]

The timetable history site (accessed via fastjp) shows the KX train arriving into Newcastle at 1818, and the connecting train departing 1 minute late, at 1826, so giving the required 8 minute minimum connection time. Which is likely why your claim has been denied.

Note that, AFAIA, no system knows exactly what time a train actually comes to a stand and opens it's doors. Most systems get their information from the Train Describer, which shows the train is in the platform as soon as it pokes its nose past the signal approaching the platform. An allowance is therefore added to cover the typical time it takes a train to travel from this signal to it actually arriving and stopping in the platform. A screen grab from RTT therefore won't prove the train's actual arrival time, it is only the time that system estimates the train arrived.

I suspect that RTT is using a different allowance than timetable history are using.

If the system LNER are using has likewise recorded 1818, I suspect that you are going to struggle to get them to accept otherwise. But, as the saying goes, if you don't try....