Delay repay- which TOC

[Hellfire]

My wife travelled on the 0715 VT Preston to Birmingham New Street this morning with a connection at Birmingham onto the 0920 XC service to Plymouth. That connection would have allowed her 15 minutes at Birmingham which I think is more than the minimum time allowed.

The VT service arrived at 0923 instead of 0905 because of signal problems so she missed her connection. She got the 1008 XC service from Birmingham but that was delayed by an hour at Bristol because of a fatality at Nailsea and arrived in Plymouth an hour late. Thus, she arrived in Plymouth two hours later than originally planned because of the two delays.

Given that the late running VT service contributed to this two hour delay, can she claim back the fare for the complete journey, or just the fare from Birmingham to Plymouth? And, if the former, which TOC should she claim from

 

[185143]

My wife travelled on the 0715 VT Preston to Birmingham New Street this morning with a connection at Birmingham onto the 0920 XC service to Plymouth. That connection would have allowed her 15 minutes at Birmingham which I think is more than the minimum time allowed.

The VT service arrived at 0923 instead of 0905 because of signal problems so she missed her connection. She got the 1008 XC service from Birmingham but that was delayed by an hour at Bristol because of a fatality at Nailsea and arrived in Plymouth an hour late. Thus, she arrived in Plymouth two hours later than originally planned because of the two delays.

Given that the late running VT service contributed to this two hour delay, can she claim back the fare for the complete journey, or just the fare from Birmingham to Plymouth? And, if the former, which TOC should she claim from

Claim the lot from VTWC

 

[Hellfire]

Claim the lot from VTWC

Further to my OP she has just told me the barrier machine at Plymouth retained her ticket. Does that mean she cannot claim?

 

[AlterEgo]

Further to my OP she has just told me the barrier machine at Plymouth retained her ticket. Does that mean she cannot claim?

No, she can still claim for the whole journey by submitting a receipt or booking confirmation to VTWC.

 

[Hellfire]

No, she can still claim for the whole journey by submitting a receipt or booking confirmation to VTWC.

Thank you

 

[beeza1]

No, she can still claim for the whole journey by submitting a receipt or booking confirmation to VTWC.

What would the procedure be if the OP had paid cash and not been given a receipt?

 

[Darandio]

What would the procedure be if the OP had paid cash and not been given a receipt?

The gateline in question would be manned, inform the member of staff that you don't want to put the ticket in the barrier because you want to retain it.

 

[AlterEgo]

What would the procedure be if the OP had paid cash and not been given a receipt?

No proof of purchase and no ticket means no Delay Repay.

 

[Hellfire]

Thanks for all the contributions. I've e mailed VTWC the Trainline booking page (it was a corporate booking) and we will see where we get.

My experience with VTWC has been quite good in the past in terms of refunds. In fact, I once dropped them a friendly note asking them whether they could change their First Class menu offering a little more frequently. I got a grovelling apology back, which showed they hadn't read my remarks, and a £25 rail voucher

 

[Joe Paxton]

Further to my OP she has just told me the barrier machine at Plymouth retained her ticket. Does that mean she cannot claim?

I appreciate not everyone has a camera in their pocket, but a great many now do... probably worth getting into the habit of taking a photo of a ticket when a journey is delayed. (I'm speaking as much to myself as anyone else - it's not something I've ever actually done!)

 

[robbeech]

I always take photos of 'significant' tickets. If I were in a position that I lost one I'd have a fighting chance at explaining it politely to a member of staff and that would minimise (but likely not eliminate) hassle.
As most TOC require a photo of the ticket it means in the event of a delay you have your evidence already regardless of whether the machine ate your ticket or not. Of course ideally you'd ask staff to allow you through the barrier so you could keep it.