Delay repay with a split

[aar0]

I’ve had a substantial delay today in a long trip, but I split (in two bookings) at a station that isn’t on the usual route, so that I could get off there on the way up. I didn’t on the return, but I have thrown the first ticket, stupidly. As it was two bookings, am I only eligible for delay repay on the second ticket where the delay occurred?

Thanks in advance

 

[Mcr Warrior]

@aar0. Be useful if you could advise the train stations in question (start point, split point and destination), the train time(s) for the two legs, and the ticket price(s) paid. Were the two tickets booked separately? Presume the delay you experienced was only on the return journey?

 

[aar0]

No problem. Swansea - Shrewsbury (£81.40), and Shrewsbury to Sheffield (£68.90). Both open returns. They were booked at the same time but had different collection codes, journey up was perfect, journey back gained 135 mins delay at Leominster. Started on the 1343 from Sheffield, with a successful change at Stockport for the (later delayed) 1440 to Cardiff.

 

[30907]

You are entitled to DR for the whole journey, but as you are unable to upload the Sheffield ticket this will be problematic, and I would expect a refusal first time.

You would then need to appeal with an explanation and evidence - or you could avoid the online process altogether.

Or you could decide that £81.40 compensation is a decent amount and avoid hassle. Up to you

 

[Mcr Warrior]

So, presume you didn't arrive back into Swansea until well over two hours after the scheduled arrival time. As @30907 has just said, agree that you're due 100% of the total ticket price back from TfW as 'Delay Repay'. Main problem now is how do you satisfactorily evidence to TfW that you held a valid ticket for the return leg from Sheffield back to Shrewsbury, if you've binned the ticket?

 

[aar0]

It wasn’t very clever - had an extremely long day yesterday!

I have kept (oddly) the outward portion of the Sheffield ticket, and from that the booking reference number. But I do expect some confusion from TfW when I give it a go. Will let you know what happens (and yes, £80 is a nice amount)

 

[yorkie]

What was your booked itinerary, and what were the actual times?

To be honest, given the complexity of it, combined with having thrown away the ticket, I personally would suggest not claiming.

Next time you may want to either consider e-tickets (where available), or alternatively take a photograph of all tickets before the journey commences.

 

[Haywain]

It wasn’t very clever - had an extremely long day yesterday!

I have kept (oddly) the outward portion of the Sheffield ticket, and from that the booking reference number. But I do expect some confusion from TfW when I give it a go. Will let you know what happens (and yes, £80 is a nice amount)

If you've kept the outward portion of the return ticket and have the itinerary you booked for, I think you should claim for the whole journey.

 

[WesternLancer]

Some claim forms faq address the question of no longer having the ticket and advise submitting other proof of purchased receipt or payment record. So worth trying those options imho but you may need to appeal if it is rejected first time so that a human reviews the decision.

See if the train company concerned details that scenario on their website.

I was claiming from Southern yesterday and it specifically answered this point on their delay repay FAQ page.

Must be worth a try.

 

[yorkie]

It would require a custom email with a full explanation of the booked/planned, versus actual, timings, along with evidence of the ticket(s) held, along with an explanation of what happened.

 

[aar0]

After a Whatsapp with TfW they asked me to upload a photo of both tickets I had (marked through to deface them), the total cost, and they’ve now approved the full amount. So the answer appears to be treat their request for ticket information as a request for the whole journey, and they’ll work out that you used split tickets as you provided a photo of the multiple tickets.

 

[Belperpete]

Good to know that you have been successful, and so quickly too.

I presume that as you had a ticket collection reference, you will have had an email giving that collection reference and journey details? If so, for future reference, you could probably have used that as evidence. But it is easier if you keep the ticket.

You say that TfW have approved your claim by WhatsApp. How are they paying it? Did you send them your bank details by WhatsApp?

 

[aar0]

You say that TfW have approved your claim by WhatsApp. How are they paying it? Did you send them your bank details by WhatsApp?

Ah sorry, so I sent in the claim with only the Shrewsbury - Swansea ticket, then messaged TfW on WhatsApp. They said to include both tickets in the photo, so I edited my claim via the website to include a photo of both tickets (despite one being the out not return portion), and amended the total cost to the sum of both tickets’ prices. So payment is via bank transfer from the details I gave on their delay repay form.

 

[Belperpete]

That is a good outcome. Fortunately TfW's customer service and delay repay teams seem to be reasonably integrated, unlike some.