Delay Repay LNER app for SWR booking

[Spongthrush]

Booked a trip today via LNER app (as get cashback) for a Southwestern journey which arrived 18min late. LNER app won't allow my delay repay claim as it's not >30minutes but SWR site shows delay repay applicable >15mins.

Has something changed in the delay repay parameters or are LNER wrong?

 

[skyhigh]

You claim from SWR, not LNER.

 

[Watershed]

Booked a trip today via LNER app (as get cashback) for a Southwestern journey which arrived 18min late. LNER app won't allow my delay repay claim as it's not >30minutes but SWR site shows delay repay applicable >15mins.

Has something changed in the delay repay parameters or are LNER wrong?

Delay Repay is claimed from the train company that caused your journey to become delayed - it doesn't matter who you booked with. The same applies with just about any other complaint or issue with your journey.

The only thing you would go back to the retailer for would be a refund, e.g. if you decide not to travel as a result of the distribution.

That said, it's a rather unhelpful setup and even some staff don't understand the difference!

 

[Spongthrush]

Ah ok, thanks very much, I had no idea that was the case. My kids, who insist on booking through Trainline, couldn't find out how to claim delay repay through Trainline, now I know why.