Delay repay SWR offering invalid alternative journey.

[Hellfire]

I travelled on the 1458 Yeovil Junction to Heathrow T3 on 16th August using a First Class Open return. The train was supposed to go to Waterloo but was terminated short at Basingstoke. I had a 20 minute wait at Basingstoke for a connection to Woking so I missed my RailAir coach which would have got me to Heathrow at 1815. I had to wait for the next coach so was 30 minutes late arriving at Heathrow. That cut the time I had to clear check in and security.

I put in a claim for delay repay for the 30 minutes and sent SWR an image of the ticket. I had a reply, which looked to have been written by AI rather than a human. It stated that I could have got a train to Reading from Basingstoke then on to Hayes and Harlington then to Heathrow. It said had I done that, the delay would have been less than 15 minutes.

My ticket clearly states that it is only valid if the journey from Yeovil Junction to Heathrow was made via Woking and the RailAir connection so I would have been penalised if I had got on the Reading train. I have put in an appeal on the basis their suggested alternative journey would be invalid but I had to enter all the details manually as it seems SWR does not recognise RailAir. Surely they cannot reject delay repay by offering an invalid journey alternative.

 

[fandroid]

I presume it suggested going to Reading from Basingstoke rather than from Woking as you have written.

I see that the only tickets on offer for that journey are via Woking and RA2.

Perhaps you could take a screenshot of SWR's own website/app where it's clear that the only valid route offered is via Woking.

 

[Hellfire]

I presume it suggested going to Reading from Basingstoke rather than from Woking as you have written.

I see that the only tickets on offer for that journey are via Woking and RA2.

Perhaps you could take a screenshot of SWR's own website/app where it's clear that the only valid route offered is via Woking.

Yes, Basingstoke. Thank you, I've corrected that. I bought the ticket from SWR and sent them an image but I'll take your advice on the screenshot if they turn it down again. When I came back the other way yesterday the ticket barrier at Woking would not accept my return ticket. The guy on the gate said it always happens with RailAir tickets

 

[AlterEgo]

I travelled on the 1458 Yeovil Junction to Heathrow T3 on 16th August using a First Class Open return. The train was supposed to go to Waterloo but was terminated short at Basingstoke. I had a 20 minute wait at Basingstoke for a connection to Woking so I missed my RailAir coach which would have got me to Heathrow at 1815. I had to wait for the next coach so was 30 minutes late arriving at Heathrow. That cut the time I had to clear check in and security.

I put in a claim for delay repay for the 30 minutes and sent SWR an image of the ticket. I had a reply, which looked to have been written by AI rather than a human. It stated that I could have got a train to Reading from Basingstoke then on to Hayes and Harlington then to Heathrow. It said had I done that, the delay would have been less than 15 minutes.

My ticket clearly states that it is only valid if the journey from Yeovil Junction to Heathrow was made via Woking and the RailAir connection so I would have been penalised if I had got on the Reading train. I have put in an appeal on the basis their suggested alternative journey would be invalid but I had to enter all the details manually as it seems SWR does not recognise RailAir. Surely they cannot reject delay repay by offering an invalid journey alternative.

This is because you didn't select the ticketed destination when making the claim - you couldn't! Heathrow Bus does not appear on their dropdown list, so you probably chose Heathrow Terminals 123.

Next time don't use the portal and make a complaint via email which will get a human to look at it.

 

[Hellfire]

This is because you didn't select the ticketed destination when making the claim - you couldn't! Heathrow Bus does not appear on their dropdown list, so you probably chose Heathrow Terminals 123.

Next time don't use the portal and make a complaint via email which will get a human to look at it.

Thank you.