I bought two tickets using the link at the top of this page for a journey on
20th July 2025 from Stockport(SPT) to Edinburgh(EDB) which involve a change of trains at Doncaster(DON).
The trains involved were:-
Transpennine Express 11:29 SPT to DON arriving at 12:24 and
LNER 13:12 DON to EDB arriving at 16:09.
On 20th July 2025 there was an incident in the Chester-le-Street area which caused major disruption to all services between Darlington and Newcastle.
The LNER train we were on was caught up in this disruption and LNER control terminated this train at Newcastle. All passengers were detrained at Newcastle and had to wait to board following trains to get to Edinburgh.
We continued our journey on the delayed 16:52 LNER train which departed from Newcastle(NCL) at 17:47 and arrived at EDB at 19:11.
The train manager on the train from Doncaster explained to passengers that
Delay/Repay would apply and gave out details about how to make a claim.
I made a claim using the LNER online form and received this reply:-
“Thank you for contacting us regarding your recent journey from Stockport to Edinburgh on 20/07/2025.
We're committed to resolving all claims quickly and in line with the National Rail Conditions of Travel (NRCoT). We've determined that the delay was the responsibility of CrossCountry, the train operator for your journey. In line with the NRCoT and our obligations to assist with your compensation claim, we have forwarded the necessary details of your claim to CrossCountry's Customer Services team.”
I’m puzzled be the part that I’ve italicised and underlined.
I later received two replies from CrossCountry
1:-
“ Thank you for providing update information about your Crosscountry delay repay claim (reference XC-3457-760-647).
We will respond to your claim within 20 working days, but you can check the status of your claim at any time by using our online web page at https://delayrepay.crosscountrytrains.co.uk/claim/XC-3457-760-647
A summary of the details you submitted is shown below for your records:
Claim Reference: XC-3457-760-647
Travel Date: Sun, 20 Jul 2025
Departing: 11:29 from STOCKPORT to EDINBURGH
Delay: 120 minutes or more”
2:-
“Your claim has been checked using a set process and the details of any delay verified using industry systems holding historic train running information. We have reviewed your claim and can confirm the following:
Travel Date: Sun, 20 Jul 2025
Departing: 11:29 from STOCKPORT to EDINBURGH
Decision: Unsuccessful
We have checked the journey that you have claimed for and our records show that this service was operated by another train operator (London North Eastern Railway). Therefore, we are unable to process your claim.
What happens next?
The train operator, London North Eastern Railway, will be in touch with you directly with further information about any compensation that may be due.”
I have heard nothing further from LNER as of today.
I would be grateful for any advice on how to proceed.
20th July 2025 from Stockport(SPT) to Edinburgh(EDB) which involve a change of trains at Doncaster(DON).
The trains involved were:-
Transpennine Express 11:29 SPT to DON arriving at 12:24 and
LNER 13:12 DON to EDB arriving at 16:09.
On 20th July 2025 there was an incident in the Chester-le-Street area which caused major disruption to all services between Darlington and Newcastle.
The LNER train we were on was caught up in this disruption and LNER control terminated this train at Newcastle. All passengers were detrained at Newcastle and had to wait to board following trains to get to Edinburgh.
We continued our journey on the delayed 16:52 LNER train which departed from Newcastle(NCL) at 17:47 and arrived at EDB at 19:11.
The train manager on the train from Doncaster explained to passengers that
Delay/Repay would apply and gave out details about how to make a claim.
I made a claim using the LNER online form and received this reply:-
“Thank you for contacting us regarding your recent journey from Stockport to Edinburgh on 20/07/2025.
We're committed to resolving all claims quickly and in line with the National Rail Conditions of Travel (NRCoT). We've determined that the delay was the responsibility of CrossCountry, the train operator for your journey. In line with the NRCoT and our obligations to assist with your compensation claim, we have forwarded the necessary details of your claim to CrossCountry's Customer Services team.”
I’m puzzled be the part that I’ve italicised and underlined.
I later received two replies from CrossCountry
1:-
“ Thank you for providing update information about your Crosscountry delay repay claim (reference XC-3457-760-647).
We will respond to your claim within 20 working days, but you can check the status of your claim at any time by using our online web page at https://delayrepay.crosscountrytrains.co.uk/claim/XC-3457-760-647
A summary of the details you submitted is shown below for your records:
Claim Reference: XC-3457-760-647
Travel Date: Sun, 20 Jul 2025
Departing: 11:29 from STOCKPORT to EDINBURGH
Delay: 120 minutes or more”
2:-
“Your claim has been checked using a set process and the details of any delay verified using industry systems holding historic train running information. We have reviewed your claim and can confirm the following:
Travel Date: Sun, 20 Jul 2025
Departing: 11:29 from STOCKPORT to EDINBURGH
Decision: Unsuccessful
We have checked the journey that you have claimed for and our records show that this service was operated by another train operator (London North Eastern Railway). Therefore, we are unable to process your claim.
What happens next?
The train operator, London North Eastern Railway, will be in touch with you directly with further information about any compensation that may be due.”
I have heard nothing further from LNER as of today.
I would be grateful for any advice on how to proceed.
