Delay Repay Northern

[northernchris]

Back in January I was travelling with Northern when the train became delayed en-route. I was travelling from Leeds to Bradford on an annual MCard Zones 1-4, and eventual arrival in Bradford was 34 minutes late. I submitted a Delay Repay form online that night and received a response on Tuesday which is refusing to pay out. Northern say this is because Metro issue the ticket not them and that other alternatives were available. I see their point with this, but when the train departs on time and becomes delayed between stations it is a little difficult to use alternatives!

So I was wondering are Northern correct in that MCards and other multi modal products are exempt from Delay Repay, as their website isn't very clear on this?

 

[pdq]

I got some delay repay from Northern against my 2-5 Metrocard last year, due to a cancelled Northern Rail from Batley.

Sent from my SM-A510F using Tapatalk

 

[yorkie]

Take the matter to Transport Focus: https://www.transportfocus.org.uk/contact/complaint/

Let us know how you get on

 

[northernchris]

Thanks for your replies. I've tweeted northern this morning and they have states delay repay doesn't apply to mcards

 

[yorkie]

Northern aren't pro-customer, but see what Transport Focus say...

 

[najaB]

Thanks for your replies. I've tweeted northern this morning and they have states delay repay doesn't apply to mcards

They should treat it like a season ticket, IMO.

 

[boxy321]

Absolute lies.

In the West Midlands they state you must claim Delay Repay for season tickets (even if supplied by the local authority) from the TOC concerned. The equivalent to the mcard down here is an nnetwork pass. Just because you could have got on a 1 hour bus ride instead of a 9 minute train one is no excuse.

You won't got much back but I've had a cheque through the post for £1.50 on headed paper from Virgin before!

 

[gray1404]

As Yorkie says, take the matter to Transport Focus. Hopefully they will take your side in this. It is wrong for them to reject you just because it is a PTE ticket. The other thing you could do is write back to Northern and asking them to look at the case again or to have a Manager look at it. I have noticed that Transport Focus to "prefer" it if you do this.

The old Northern customer service in Leeds were a lot more kind when it came to paying out for PTE tickets. I once had a 60 minute delay from St Helens Central to Formby via Liverpool. I phoned their customer service at the time and he yes "please do write in anyway because just because we don't have to, doesn't mean we wouldn't issue compensation." He also contacted control and arranged for me to travel at no charge via Wigan and Southport as it worked out quicker because of the line block. At the end of the call he took my name and address and posted me out a 1 day travel voucher for Northern to save me the bother of writing in.

 

[northernchris]

The old Northern customer service in Leeds were a lot more kind when it came to paying out for PTE tickets. I once had a 60 minute delay from St Helens to Formby via Liverpool. I phoned their customer service at the time and he yes "please do write in anyway because just because we don't have to, doesn't mean we wouldn't issue compensation." He also contacted control and arranged for me to travel at no charge via Wigan and Southport as it worked out quicker because of the line block. At the end of the call he took my name and address and posted me out a 1 day travel voucher for Norther to save me the bother of writing in.

Serco/Abellio were indeed much more pro-active than Arriva. I got 3 days free travel from them once for a delay of around an hour. I'm more annoyed with how long this has taken to respond, 12 weeks for an email that has clearly taken no more than a couple of minutes to type isn't a great experience, although I guess it's to be expected when sub contracted on the cheap.

 

[gray1404]

Don't let it go. Either write back to them and ask for it to be looked at again. Failing that complain to Transport Focus. I know its annoying though isn't it haven't to fight for something you are rightly owed.