Delay Repay, which operator.

[Benjwri]

Hi all,
A few weeks ago I was travelling from Liverpool to Bath and suffered some quite severe disruption. The journey and delays were as follows.
27 May 2026
14:12 Liverpool to Birmingham New Street (WMR) - no delay
16:12 Birmingham New Street to Bristol Temple Meads (XC) - 26 mins delay
1748 Bristol Temple Meads to Bath Spa (GWR) - Cancelled, 60 mins+ delay via bus on ticket acceptance, first train to run arrived after bus.

I initially claimed to GWR, who deemed the claim unsuccessful, as the XC delay would’ve made me miss their service had it run, and forwarded it to XC, who deemed it unsuccessful as they say even had they arrived on time the GWR and services before it were cancelled due to the incident (Broken down freight).

I obviously need to appeal one, but am wanting the forums advice as to which is liable as I will not have time to appeal the other if I am unsuccessful again.

 

[Bletchleyite]

If I understand rightly XC should pay. Their delay had the first impact on your itinerary even though the GWR service was cancelled.

 

[Mcr Warrior]

If I understand rightly XC should pay. Their delay had the first impact on your itinerary even though the GWR service was cancelled.

Inclined to concur. The 16:12 XC appears booked to arrive at Bristol Temple Meads at 17:31, so a 26 minute delay meant no chance of making the 17:48 GWR departure, had it actually run.

So, who now should the OP complain to about seemingly being caught in a game of 'Delay Repay' ping-pong not of their making?

 

[Bletchleyite]

First step would be to appeal the XC decision I think.

If that fails, I suppose there's the Letter Before Action to both TOCs to tell them to talk and work it out for you...

I've had one like this - I applied to TPE as I made their train time (just) but it was cancelled, they sent it to Avanti as their train fouled the minimum connection (even though standing in the right place etc meant I was on the platform in time for the TPE train had it not been cancelled) and Avanti paid.

 

[AlterEgo]

XC need to pay this one. They fouled your connection. What happens subsequent to that is irrelevant.