Delay repay split ticket refund process

[gemmac808]

I recently sent in a claim on the GWR Delay Repay website for a delayed journey that I had booked with 2 split off-peak return tickets. The delay occurred on the return leg of my journey. I uploaded a scan of both tickets and submitted it on the one claim.

My claim was approved for the first of the two split tickets and GWR have refunded 50% accordingly. Do they process the second ticket separately or should my refund have been for the whole journey with both tickets refunded at the same time?

 

[Hadders]

Welcome to the forum.

In my experience it will be processed as one payment. When I make a claim using a combination if tickets I submit one claim and upload both tickets as part of that claim. Did you do this or submit two separate claims, one of each ticket?

 

[gemmac808]

Hi, thanks for your response. I did one claim with an image of both tickets together. Is the Appeal option the best way to query this?

 

[Hadders]

Yes, I would appeal. The train companies tend to use automated systems to deal with delay repay claims and these systems often get anything except the very simplest of claims wrong initially. If you appeal it should be looked at by a human.

 

[yorkie]

Did you book through an accredited ticket splitting provider? If so, forward the booking confirmation in your email to GWR, which will clearly show the full journey details and price for the journey.

 

[gemmac808]

Did you book through an accredited ticket splitting provider?

No I did a DIY split ticket booking.

I'll give the appeal a try and update if I have any other issues and need advice. Thanks

 

[yorkie]

No I did a DIY split ticket booking.

I'll give the appeal a try and update if I have any other issues and need advice. Thanks

Ah, in that case you could have a go at creating it yourself.

Here is an idea of how you could present it:

Basic Errors - TPX & Delay Repay

When do I give up and go to the ombudsman? I emailed TPX on the 22nd of December about a delayed journey on the 17th of December. The journey was Llangynllo to Edinburgh via Crewe and Lancaster. The Lancaster to Edinburgh part was diverted to Glasgow, replacement road transport was provided...

www.railforums.co.uk

Dear Sir/Madam,

I recently made a journey with TransPennine Express that was delayed. I tried to use the online form, but, because I used 3 tickets to make the journey, I was unable to use it. Therefore, I am making my claim here.

Personal Details:
<redacted>

Journey Details:
Date: 17th December 2019
From Llangynllo to Edinburgh
2 changes at Crewe and Lancaster

Itinerary:
17:22 Llangynllo to Crewe
20:09 Crewe to Lancaster
21:21 Lancaster to Edinburgh

The 21:21 Lancaster to Edinburgh service was diverted to Glasgow. As a result, I was over 2 hours late arriving at Edinburgh.

Ticket details:
I used 3 tickets to complete my journey:

Ticket 1:
Advance Single
From: Llangynllo
To: Crewe
For the 17:22 TfW service on the 17th of December 2019 only
Standard Class
Cost: £9.55
<redacted>

Ticket 2:
Advance Single
From: Crewe
To: Lancaster
For the 20:09 AVANTI service on the 17th of December 2019 only
Standard Class
Cost: £2.95
<redacted>

Ticket 3:
Advance Single
From: Lancaster
To: Edinburgh
For the 21:21 TPE service on the 17th of December 2019 only
Standard Class
Cost: £6.80
<redacted>

I have uploaded pictures of all 3 tickets.

My preference for compensation is a bank transfer to the following account:
<redacted>

Yours faithfully,
<redacted>

If the train company refuses to co-operate, the retailer might potentially help (I'd certainly expect a split ticket retailer to assist, if you had booked it as a through journey, and have known this happen) but as you had not booked the journey made as one journey I would not expect them to, I'd go straight to the Ombudsman.

Bear in mind you will need a "deadlock letter" before the Ombudsman will get involved, so you would need to chase it with the TOC before you can proceed to that stage.

 

[mmh]

Did you book through an accredited ticket splitting provider?

Is there such a thing, rather than simply an accredited ticket seller or not? More generally, I've seen the NR accredited logo, but do non-accredited retailers actually exist? If they do, how do they have access to the ticket booking systems without being accredited?

 

[yorkie]

Is there such a thing, rather than simply an accredited ticket seller or not?

I simply mean an accredited retailer who will sell a combination of two or more tickets for one journey.

 

[gemmac808]

The appeal worked and GWR have issued the 50% refund for the second ticket. Thanks for all your help

 

[MikeWh]

Good to hear, and thanks for letting us know.

 

[Hadders]

Excellent news. Do remember to come back should you need any further rail advice.