Delay Repay with split tickets advice

[Thebaz]

Hi all,

This Saturday just gone the family and I went from Purley to Fishbourne on split tickets. On the way back the train from Fishbourne was cancelled forcing us bus it to Chichester to get the next London train. I want to claim DR for this but I want to make sure that I am not going to have a back-and-forth with the system because of technicalities. So what is best to do? Tickets are all e-tickets. Do I need to make 8 seperate claims? (FSH to GTW and GTW to PUR x 4) or is there a way of doing this all in one?

Any help greatly appreciated!

 

[30907]

Basically, you make one claim for the through journey.

As the issue is complicated by you bussing to Chichester, I would email customer services to explain, as otherwise you may well have the back-and-forth

 

[yorkie]

Hi all,

This Saturday just gone the family and I went from Purley to Fishbourne on split tickets. On the way back the train from Fishbourne was cancelled forcing us bus it to Chichester to get the next London train. I want to claim DR for this but I want to make sure that I am not going to have a back-and-forth with the system because of technicalities. So what is best to do? Tickets are all e-tickets. Do I need to make 8 seperate claims? (FSH to GTW and GTW to PUR x 4) or is there a way of doing this all in one?

Any help greatly appreciated!

What time did your itinerary have you arriving back into Purley, and what time did you actually arrive into Purley?

You claim for one through journey, however most companies want you to make one claim per passenger, so if there were 4 passengers, each using two tickets, that would be 4 claims.

 

[Thebaz]

I didn't think the timing of itinery mattered as it is an off-peak return, ie any train is valid on the correct route.

Basically, you make one claim for the through journey.

As the issue is complicated by you bussing to Chichester, I would email customer services to explain, as otherwise you may well have the back-and-forth

I wasn't going to claim for the bus as I didn't think I could?

 

[30907]

I didn't think the timing of itinery mattered as it is an off-peak return, ie any train is valid on the correct route.


I wasn't going to claim for the bus as I didn't think I could?

You can't claim the bus fare, but DR should be more than £2

I meant that the online system might query you getting to Purley with only (presumably) around 30min delay when the next train at Fishbourne was an hour later. Be prepared to have to appeal if you use it.

 

[MrJeeves]

I meant that the online system might query you getting to Purley with only (presumably) around 30min delay when the next train at Fishbourne was an hour later. Be prepared to have to appeal if you use it.

The online system never asks you to input your true itinerary, only a delay period, and this will be overridden with whatever GTR's automated (or human, if your claim is slightly complex) system determines your delay to be.

 

[Thebaz]

You can't claim the bus fare, but DR should be more than £2

I meant that the online system might query you getting to Purley with only (presumably) around 30min delay when the next train at Fishbourne was an hour later. Be prepared to have to appeal if you use it.

Thanks, noted.

== Doublepost prevention - post automatically merged: 5 Jun 2024 ==

I've submitted all the tickets on one pdf as I only have a price for the whole family and not individual tickets. I can see what might happen though - claim rejected because I can only enter one ticket number.

 

[MrJeeves]

I can see what might happen though - claim rejected because I can only enter one ticket number.

00000 usually would do the trick with GTR. Forces it into manual review, too.

 

[brainiac_ghost]

You can't claim the bus fare, but DR should be more than £2

I meant that the online system might query you getting to Purley with only (presumably) around 30min delay when the next train at Fishbourne was an hour later. Be prepared to have to appeal if you use it.

Previously when I had to use a bus to complete part of my journey, I submitted a customer support ticket in addition to my delay repay claim. I made it clear that I had submitted delay repay seperately but that I was wondering about the bus fare (although I had been told by station staff I'd be able to claim it back). They responded that they weren't liable, however, did pay it out as a goodwill gesture - as such it could be worth contacting customer services!

 

[paul1609]

Thanks, noted.

== Doublepost prevention - post automatically merged: 5 Jun 2024 ==

I've submitted all the tickets on one pdf as I only have a price for the whole family and not individual tickets. I can see what might happen though - claim rejected because I can only enter one ticket number.

Southern (GTR) are pretty good on delay repay in my experience, much better than some of the IC operators. For future reference its quite usual for ticket acceptance to have been arranged on the coastway parallel bus services (700/500/12/99/100/101) and even if nothing has been arranged the driver will often let you on for free if a rail ticket is presented. All the coastway stations have an alternative service in the event of disruption map which tells you which bus to get and says that if you have to pay they will refund you. https://www.southernrailway.com/service-updates/service-updates/alternative-route-maps

 

[Thebaz]

00000 usually would do the trick with GTR. Forces it into manual review, too.

That's handy to know!

 

[Thebaz]

Hi all,

For completeness sake, I was refunded half the cost of the tickets without any issues arising.