Delay Repay status "referred"

[miklcct]

I have submitted a Delay Repay claim due to massive train delay on Thameslink on 28/6, causing a long wait at London Bridge waiting for a Thameslink train and eventually missed my connection at Farringdon for another Thameslink train which didn't come from London Bridge.

The journey details were follows:

Planned
Southeastern - London Charing Cross: 20:46 Lower Sydenham - 21:00 London Bridge
Thameslink - Cambridge: 21:16 London Bridge - 21:26 Farringdon
Thameslink - St Albans City: 21:29 Farringdon - 21:46 Cricklewood

Actual
Southeastern - London Charing Cross: 20:56 (scheduled 20:46) Lower Sydenham - 21:11 London Bridge
Thameslink - Cambridge: 21:30 (scheduled 21:16) London Bridge - 21:38 Farringdon
Thameslink - St Albans City: 21:45 (scheduled 21:44) Farringdon - 22:01 Cricklewood

As seen above, I made the delayed 21:16 train on Thameslink towards Cambridge, but because of this delay, I have missed by connection at 21:29 Farringdon. Therefore, I submitted a Delay Repay claim on Thameslink citing "missing connection" as the reason.

The status on my Delay Repay now shows as "referred". I expect this should be a straightforward claim as I was able to follow the itinerary with valid connection times obeyed thoroughout until the missed connection. What does that mean?

 

[Dai Corner]

Two reasons I can think of.

Firstly your 15 mins delay is right on the threshold for Delay Repay.

Secondly, you appear to have used an unnecessarily slow route. NRE suggests you could have changed only at Blackfriars and got from Charing Cross to Cricklewoos in 40 mins.

There are more knowledgeable posters than me who may be able to give better answers though l.

 

[JBuchananGB]

The trip was from Lower Sydenham to Cricklewood, and using perfectly sensible timings. The issue could be that the 15 minute delay is right on the threshold for a claim.

 

[Stephen42]

The other potential reason is the delay on the initial Southeastern leg, if that was on time there was a delayed Bedford train at 21:09 allowing to get the final train and arrive on time. When checked by a person Thameslink might pass to Southeastern as 9 minutes while under the minimum time would be plenty for most passengers.

 

[Hadders]

GTR automate most simple claims but when a human needs to look at a claim becuase it is a but more complicated than normal it shows as referred.

No need to worry at this stage.

 

[miklcct]

They have declined my claim saying that the delay is by Southeastern.

I can't find an appeal button in the website so I'm going to contact the customer service.

 

[swt_passenger]

Two reasons I can think of.

Firstly your 15 mins delay is right on the threshold for Delay Repay.

Secondly, you appear to have used an unnecessarily slow route. NRE suggests you could have changed only at Blackfriars and got from Charing Cross to Cricklewoos in 40 mins.
[…]

There’s a lot of redundant info in this itinerary, I think by unneccesarily including the 3 final destinations, the OP hasn’t actually helped the readability…

 

[Haywain]

They have declined my claim saying that the delay is by Southeastern.

I can't find an appeal button in the website so I'm going to contact the customer service.

View attachment 117550

But you were delayed by Southeastern, and would have made an earlier connection had you not have been delayed by them, as stated by an earlier poster:

The other potential reason is the delay on the initial Southeastern leg, if that was on time there was a delayed Bedford train at 21:09 allowing to get the final train and arrive on time. When checked by a person Thameslink might pass to Southeastern as 9 minutes while under the minimum time would be plenty for most passengers.

 

[miklcct]

But you were delayed by Southeastern, and would have made an earlier connection had you not have been delayed by them, as stated by an earlier poster:

According to the National Rail timetable, there were no connections earlier than 21:16 on that day which was makeable even if the Southeastern was on time. The fact that there was a delayed train departing at 21:09 was immaterial to the fact that I should be catching the 21:16 train, unless I actually headed to the platform well before the 21:16 arrived (I was on the platform by 21:13), and found a train at an unexpected time running on the same route, rather than sitting in a waiting room.

Without checking any industry data, and using only the National Rail timetable, the hard fact was that "I was on the platform at a good time to catch the 21:16, but that train was massively delayed".

== Doublepost prevention - post automatically merged: 15 Jul 2022 ==

Final update:

I followed the instruction of customer service, submitted another claim with "resubmitted claim" as the reason, and got the delay repay approved getting £0.60 back.