Delay Repay Oxford - Worcester (GWR or XC) - who to?

[CentralTrainer]

From events yesterday - I held an Off Peak Return from Worcester to Oxford with GWR.

First journey was fine down to Oxford. However when trying to travel back - all trains from Oxford - Worcester were cancelled meaning direct travel back for the rest of the day was not possible.

I then ended up jumping on an XC from Oxford - Birmingham New Street (in line with ticket acceptance on the NRE site and via their Twitter). This ended up getting into Birmingham 75 minutes late.

Am I eligible for any delay repay etc. and if so - who do I submit this to?

 

[HSP 2]

How late were you at Worcester? I think that is the important part.

 

[CentralTrainer]

If I had got the service I wanted (the 16:44 OXF-WOF) then I would have arrived at 18:03.

I ended up back from Birmingham in Worcester at 2138 using the first possible services I could.

 

[Fawkes Cat]

If I had got the service I wanted (the 16:44 OXF-WOF) then I would have arrived at 18:03.

I ended up back from Birmingham in Worcester at 2138 using the first possible services I could.

I think that you will need to claim for whoever should have operated the 1644 - GWR? If their train had run to time, you would have been in Worcester on time. So (leaving the weather out of it, as the delay repay rules don't consider the weather) your late arrival was GWR's fault.

 

[yorkie]

Yes; this is very simple. The planned train was a GWR service so it's a case of claim from GWR.

 

[gray1404]

Delay repay is calculated based on the final arrival time at your destination. So you need to simply look at:
1. the time you should have arrived at your destination had everything ran on time (so look at the trains you intended on getting)
2. the actual time you arrived at your destination (regardless of who you traveled with, where you changed, and its purely based on your arrival time at your destination)

If you arrive 15 minutes or more late then you can claim delay repay (some train companies will only pay out after a 30 minute delay) but its sounds like you are well over the threshold.

You then need to claim from the correct train company. Simple. Who where you travelling with (or meant to be travelling with) when things started to go wrong? It sounds like you train from Oxford to Worcester was cancelled by GWR and because of that you had to take alternative services. It is therefore GWR who you claim from. Even if you get further delayed by another company, the rule is you claim from the company concerned when things started to go wrong.

In the case of GWR you can claim for delays of 15 minutes or more. You can do this online here: https://delayrepay.gwr.com/

From your post it looks like you were at least 60 minutes late. For an Off Peak Return you would be entitled to 50% of a cost of the ticket for a 60 minute delay. However, for an overall delay of 2 hours or more then you are entitled to 100% of the value of your ticket. Given the disruption yesterday and the route you took I suspect you might have been delayed at least 2 hours and thus entitled to 100% of your ticket value in compensation.

 

[CentralTrainer]

Thanks for the helpful advice all. I’ll get the claim sent off later today

 

[CentralTrainer]

Seem to have hit a problem with the GWR site.

No matter which reason I put into the list for the delay - and then go to select the journey I did end up making - it doesn’t let me select the actual time of departure for the replacement journey (as I didn’t leave Oxford until 1802) - it defaults to 1644 (which was the time of the service I would have been on if it hadn’t been cancelled) - and it won’t let me change it.

So I don’t really know what to do!

 

[1955LR]

Surely the 1644 GWR service is the one you select as that is the one that caused the delay (ie cancelled) . That's what happened with me with a cancelled TfW service from Manchester, and I ended up with another TOC , but claimed the delay from TfW. siting the cancelled train as the reason. They replied quickly with a payment.

 

[yorkie]

Surely the 1644 GWR service is the one you select as that is the one that caused the delay (ie cancelled) . That's what happened with me with a cancelled TfW service from Manchester, and I ended up with another TOC , but claimed the delay from TfW. siting the cancelled train as the reason. They replied quickly with a payment.

Agreed

 

[CentralTrainer]

Quick question - as I think I’ve sussed it out - in the lower section I just specify the journey I *should* have taken?

 

[W-on-Sea]

Quick question - as I think I’ve sussed it out - in the lower section I just specify the journey I *should* have taken?

Yes, that's correct.

 

[CentralTrainer]

Cool. All sent in.