Prior to Christmas I booked a journey via the GWR app that involved 3 legs of travel, first with GWR, then XC, then GWR.
First leg went fine, second leg from Cheltenham to Plymouth was cancelled which incurred an hour delay until the next available service and a missed connection onto Penzance from Plymouth. Result was 1 hour and 1 minute delay at final destination.
I submitted a claim via GWR’s delay repay website as they were the ticket vendor and provided 2 of the 3 legs of my journey. XC were however responsible for the delayed leg of the journey.
I have now received an email from GWR saying the following:
“We have checked the journey you have claimed for and our records show that this service was operated by another train operator (Crosscountry). In line with our privacy policy and in order to ensure that your claim is dealt with as efficiently as possible we have forwarded your claim to Crosscountry.”
The email gives no further information about XC, reference number for claim, contact details etc. My question is, as I have no record of a claim with XC, do I have to follow this up with them and am I likely to see my delay compensation from them? Have any of you had claims passed around like this before and then eventually received your repay?
It’s now too late to initiate the claim directly with XC because the journey was well over a month ago.
Thanks all for the superb advice offered regularly on this forum!
First leg went fine, second leg from Cheltenham to Plymouth was cancelled which incurred an hour delay until the next available service and a missed connection onto Penzance from Plymouth. Result was 1 hour and 1 minute delay at final destination.
I submitted a claim via GWR’s delay repay website as they were the ticket vendor and provided 2 of the 3 legs of my journey. XC were however responsible for the delayed leg of the journey.
I have now received an email from GWR saying the following:
“We have checked the journey you have claimed for and our records show that this service was operated by another train operator (Crosscountry). In line with our privacy policy and in order to ensure that your claim is dealt with as efficiently as possible we have forwarded your claim to Crosscountry.”
The email gives no further information about XC, reference number for claim, contact details etc. My question is, as I have no record of a claim with XC, do I have to follow this up with them and am I likely to see my delay compensation from them? Have any of you had claims passed around like this before and then eventually received your repay?
It’s now too late to initiate the claim directly with XC because the journey was well over a month ago.
Thanks all for the superb advice offered regularly on this forum!