Delay Repay - TFW - Train not shown on claim system

[1955LR]

Yesterday (10/09/22) I was delayed on a journey taking the 14:06 from Minffordd to Leominster, changing at Shrewsbury . The TFW train from Shrewsbury arrived 17 mins late at Leominster. When entering the details on TFW online claim system it is not showing the 14:06 , only 13:40 & 15:40 trains. Any idea what is going on?

 

[JBuchananGB]

OK so the train you were on, 1406 from Minffordd went to Machynlleth, then continued to Shrewsbury arriving at 1717. Then you caught the delayed 1747 from Shrewsbury to Leominster arriving 17 minutes late. Perhaps the TfW system is confused by the change of train identifier from the 2I22 to the 1I22 at Machynlleth. Or maybe it is confused because the 1I22 was terminated short at Shrewsbury, when it should have gone to Birmingham International. If you can't get the TfW DR automated system to work, probably email customer services. Whatever happens, you are entitled to the DR for over 15 minutes based on the cost of the ticket(s) from Minffordd to Leominster.

 

[1955LR]

TFW have just replied to my delay repay claim & state the tickets were not valid for the journey. Attached are the tickets in question , can anyone advise if TFW is right or not. The journey was the final part of a circular tour using a return Leominster - Shrewsbury and the Ffestiniog Round robin . Thanks

Thank you for your delay repay claim for your journey between Minffordd and Leominster on 10/09/2022 at 14:06 . We have been unable to approve your claim as the ticket you have supplied is not valid for the journey you have entered. Please log in to your journey history to check the ticket details provided. If you need to provide us with any further information or if you believe everything to be correct, then please submit an appeal. When we have received this information, we will review your claim within 10 working days. Kind Regards, Delay Repay Team Transport for Wales

 

[gnolife]

TfW are completely wrong there. They're probably rejecting on the basis of the split, in which case you should quote NRCOT 14.2 at them (condition 14.1 does not apply, I've checked the Ffestiniog Round Robin terms and conditions, and they don't ban splits)

14.2 Unless Condition 14.1 applies, you may use a combination of two or more Tickets
to make a journey provided that the train services you use Call at the station(s) where
you change from one Ticket to another.

 

[Haywain]

My guess is that the round robin ticket is confusing matters by not being a simple point to point ticket, so that the journey is not clearly defined.

 

[JBuchananGB]

The Round Robin ticket is clearly valid for the leg from Minffordd to Shrewsbury and the other tickets cover the leg from Shrewsbury to Leominster. So the tickets are valid. Submit an appeal making that point clear. I suppose that the amount of the delay repay claim should be calculated using the round robin component as if it was a return from Shrewsbury to Minffordd. But that is up to TfW once they have accepted the validity of the tickets.

 

[1955LR]

Thanks for the replys , I will submit an appeal . I think I was "too" honest . If I had put Porthmadog as the start point it might have been easier!

 

[Haywain]

Thanks for the replys , I will submit an appeal . I think I was "too" honest . If I had put Porthmadog as the start point it might have been easier!

I doubt that would have made a difference. I see the problem as there not being a ticket explicitly from Minffordd.