Delay Repay Question

[ScottishIain]

My partner is currently on an Advance ticket from Motherwell to Hartlepool which consisted of the 1404 XC service to Newcastle where she was supposed to change on to the 1500 VTEC London Kings Cross service. This was showing on National Rail Enquiries as being delayed by 1hr 51mjns when last checked so she asked the XC guard if he would allow her to continue to Newcastle on that train which he had agreed to & had said to her several other people had also asked. Now this is where it gets complicated as this will get her to her final destination 60 mins late, but wife then it appears the VTEC service she was originally going to get has now somehow left on time contrary to the information been given a short while ago which would have obviously got her home on time.

My question is is she still entitled to delay repay as she will have been delayed through no fault of her own? And who is the liable TOC to claim from?


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[najaB]

My question is is she still entitled to delay repay as she will have been delayed through no fault of her own? And who is the liable TOC to claim from?

That's an interesting one. Exactly what was her intended itinerary as I'm a bit confused - she got the 1404 from Motherwell, where was she supposed to change onto what service?

 

[ScottishIain]

That's an interesting one. Exactly what was her intended itinerary as I'm a bit confused - she got the 1404 from Motherwell, where was she supposed to change onto what service?

Sorry her original itinerary should have been

1404 Motherwell to Edinburgh (XC)
1500 Edinburgh to Newcastle (VTEC)
1640 Newcastle to Hartlepool (Northern)

Instead she was allowed to stay on the XC train which she boarded at Motherwell but would have left Edinburgh after the 1500 VTEC one which was shown the significant delay then all of a sudden left on time


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[najaB]

1404 Motherwell to Edinburgh (XC)
1500 Edinburgh to Newcastle (VTEC)
1640 Newcastle to Hartlepool (Northern)

At what point did she become aware that the 1500 VTEC service was departing/had departed on time?

 

[hairyhandedfool]

Looks like the 1640 to Hartlepool is actually a bus replacement to Sunderland and train from there today.

If she doesn't make that 6 minute connection at Newcastle and ends up being delayed I don't think she would be entitled to Delay Repay as it's not a delay or cancellation that has actually delayed her, that said, a call to VTEC might prove fruitful.

 

[najaB]

If she doesn't make that 6 minute connection at Newcastle and ends up being delayed I don't think she would be entitled to Delay Repay as it's not a delay or cancellation that has actually delayed her, that said, a call to VTEC might prove fruitful.

That's my initial thought as well, but I suppose it depends on when VTEC announced that the 1500 would be departing on time.

 

[ScottishIain]

At what point did she become aware that the 1500 VTEC service was departing/had departed on time?

She only became aware of it at 1455 whilst sitting on the XC at Edinburgh but at this point the doors were locked as they were coupling 2 units together and the VTEC was leaving from platform 2 whereas she was on 11 at the other side of Waverley.


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[najaB]

She only became aware of it at 1455 whilst sitting on the XC at Edinburgh but at this point the doors were locked as they were coupling 2 units together and the VTEC was leaving from platform 2 whereas she was on 11 at the other side of Waverley.

It's a difficult one - as hairyhandedfool said, there wasn't a delayed or cancelled service so she's not entitled to Delay Repay. However, I agree with your assessment that the source of her delay was outside her control - the difficulty will be proving it as I doubt she has a screenshot or similar to prove that the 1500 was initially shown as delayed.

I'd put a claim in, but do it by post or email as I suspect that if she uses the form the claim will be rejected out of hand.

 

[ScottishIain]

It's a difficult one - as hairyhandedfool said, there wasn't a delayed or cancelled service so she's not entitled to Delay Repay. However, I agree with your assessment that the source of her delay was outside her control - the difficulty will be proving it as I doubt she has a screenshot or similar to prove that the 1500 was initially shown as delayed.



I'd put a claim in, but do it by post or email as I suspect that if she uses the form the claim will be rejected out of hand.

It's all irrelevant now as she managed to make the 1640 connection by a quick dash at Newcastle so turns out there ain't going to have been any delay after all.

Thanks for the help and advice though guys as it did throw up some curious hypothetical questions.


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[najaB]

It's all irrelevant now as she managed to make the 1640 connection by a quick dash at Newcastle so turns out there ain't going to have been any delay after all.

Glad to hear it!