Delay Repay

[SuspectUsual]

On further thought though, I couldn’t claim that the 1714 was late as it wasn’t. So if I claimed for the 1651 wouldn’t Northern refer me to the retailer as it was a cancellation?

No. From a refund/compensation perspective, refunds for cancellation refer to the cancellation of the journey (or travelling by other means), not the cancellation of a specific train

 

[trainophile]

Right, got it. I was thinking that the online claim forms might not be adaptable to the above situation, but you don’t have to use those I think.

 

[yorkie]

If your intended train is either:

• cancelled; or
• delayed

You can choose to either:

• obtain a refund (from the retailer) and not use the ticket; or
• take alternative services (seek or follow staff advice if unsure) using that ticket

If you do choose to travel and you are delayed by a qualifying length of time (which may be 15, 30 or 60 minutes depending on the operator of the train who caused the delay) you are then entitled to Delay Repay compensation.

 

[JohnR]

Is this for a Season?

I had a return and I've since discovered that a refund of 50 per cent of the return price (£1.50 in my case so not worth applying for) can be claimed

There isn't really any other methodology that would be sensible though.

Yes. thats for my season ticket, though I assume it applies for any ticket. As I use it to get to work, I cant really just decided to travel a different day.

 

[yorkie]

Yes. thats for my season ticket, though I assume it applies for any ticket. As I use it to get to work, I cant really just decided to travel a different day.

For a single or return ticket that remained unused because the customer chose to travel in the event of disruption, Delay Repay would not apply and the customer would be entitled to a full refund.

For a return ticket which was unused in one direction because because the customer chose to travel in the event of disruption, Delay Repay would not apply and the customer would be entitled to a refund of 50% of the value of a return ticket (this is something I only learnt of recently).

 

[adrock1976]

Has anybody used the East Midlands Railway website for claiming Delay Repay, or a request for further information from EMR when a claim was made to East Midlands Trains?

I find it very buggy in that it will not let me submit. Also, when I have input the stations on the Journey Details page, I get a dialog box pop up requesting me to select a station from the drop down list, which I have already done. The station field then goes blank when I move the cursor elsewhere on the page.

 

[andyc20050]

I have used them and the form is the same format that tfw use, so likely these outsource there DR claims to the same company.

Although I had no issues in submitting the form, I was claiming for a 60-119 min delay on a 4 in 8 day rover, and received a third of day in compensation, not sure how they worked that out as was expecting half of a day based on delay over 1 hour.

 

[416GSi]

Has anybody used the East Midlands Railway website for claiming Delay Repay, or a request for further information from EMR when a claim was made to East Midlands Trains?.......

Sort of, I made a claim with EM Trains for a delay, they incorrectly then transferred this claim to this system. When I tried to correct the information entered it wouldn't let me. Contacting them (which is really hard) they then had the rudeness to accuse me of making multiple claims for the same delay and denying me the claim as I was travelling on split tickets.. To say I'm not impressed is an understatement!

Anyone know the direct contact details for East Midlands Trains now?

 

[Howardh]

After the delays on Friday, had I been bothered I could have claimed delay repay, but at my final destination the gate gobbled up my ticket! If it had been bought at the counter with cash, then how could I have proved my journey? It was bought on-line with a card so there was a trail if needed, but the former?

 

[yorkie]

After the delays on Friday, had I been bothered I could have claimed delay repay, but at my final destination the gate gobbled up my ticket! If it had been bought at the counter with cash, then how could I have proved my journey? It was bought on-line with a card so there was a trail if needed, but the former?

My advise is:

• take a photo of your ticket(s) before you embark on your journey; and/or
• show tickets at the gateline (state you wish to retain them to claim delay compensation and/or claim expenses, if asked)

 

[Howardh]

My advise is:

• take a photo of your ticket(s) before you embark on your journey; and/or
• show tickets at the gateline (state you wish to retain them to claim delay compensation and/or claim expenses, if asked)

Didn't know a photo would be acceptable, but I would have done the latter had I needed. However, are there any gated stations with no staff available (unless the gates are left open of course)?

 

[XC victim]

I never used to claim Delay Repay compensation, which considering many of my journeys are long distance involving several changes and I was nearly always delayed I probably missed out on hundreds of pounds of compensation.

But then I had an argument with CrossCountry, so now I always claim my compensation. In fact I was disappointed my service was only 23mins late the other day, I had already planned to claim .

I usually book tickets for any long distance journeys on The CrossCountry website. Even when the journey does not involve CrossCountry services. This does make claiming Delay Repay compensation relatively easy.

I did have a problem once where I was travelling with my wife, we were delayed by about 2 hours. I completed the compensation forms in full. I didn’t hear anything for about 6 weeks. In fact I had completely forgotten about the claim. But then I remembered and contacted CrossCountry several times but never got a response. Finally I contacted their twitter team who informed me that they need my wife’s contact details as I had been travelling with her. I supplied them with her details and they immediately paid my claim. However they never contacted my wife. I can’t help but feel they were just trying not to pay out.

 

[yorkie]

Didn't know a photo would be acceptable, but I would have done the latter had I needed.

Most (if not all) TOCs who operate Delay Repay schemes have online forms which allow photos to be attached, so absolutely yes. I always do this online rather than faff with putting things in the post. If you put a claim in online within 24 hours I find most operators pay up very promptly.

However, are there any gated stations with no staff available (unless the gates are left open of course)?

If staff are not available the gateline should be left open.

 

[XC victim]

One question I have always had about delay repay is can you make a delay repay claim if your train is only a few minutes late but you miss an onward connecting service due to the time taken to get across the station. I.E. your local train arrives at say Leeds 3 or 4 mins late but due to the fact your connecting service is right across the other side of the station by the time you get across the station with your children/luggage you have missed your connection?

 

[yorkie]

One question I have always had about delay repay is can you make a delay repay claim if your train is only a few minutes late but you miss an onward connecting service due to the time taken to get across the station. I.E. your local train arrives at say Leeds 3 or 4 mins late but due to the fact your connecting service is right across the other side of the station by the time you get across the station with your children/luggage you have missed your connection?

Yes you can. The minimum interchange time at Leeds is 10 mins; if you had a 10 min connection and you arrived into (say) platform 17 4 minutes late and had to get to the front train of Platform 1, then it is very feasible that you could miss it. This would be a valid claim.

 

[Failed Unit]

One question I have always had about delay repay is can you make a delay repay claim if your train is only a few minutes late but you miss an onward connecting service due to the time taken to get across the station. I.E. your local train arrives at say Leeds 3 or 4 mins late but due to the fact your connecting service is right across the other side of the station by the time you get across the station with your children/luggage you have missed your connection?

You need to fight to get it. I once had a journey where my GTR train into Peterborough was 10 mins later missing the LNER train North. (Passing it on the bridge just before Peterborough station) Resulting delay 135 minutes. GTR maintained that wasn’t their problem and I should contact who I purchased the ticket from. LNER said it was GTRs problem. Travel watch made GTR pay.

Recently I have had 3 different responses on the same journey. (Travelling with my family). GTR don’t run many trains on great northern on Saturday evening. So 3 when trains in a row were cancelled GTR said...

Ticket 1. Compensation over 1 hour payable.
Ticket 2. Compensation over 30 minutes payable as I could have traveled via Finsbury Park and got a bus.
Ticket 3. The train didn’t exist.

All submitted on the same form. You can’t make it up.

 

[XC victim]

You need to fight to get it. I once had a journey where my GTR train into Peterborough was 10 mins later missing the LNER train North. (Passing it on the bridge just before Peterborough station) Resulting delay 135 minutes. GTR maintained that wasn’t their problem and I should contact who I purchased the ticket from. LNER said it was GTRs problem. Travel watch made GTR pay.

I always thought you had submit your delay repay claim with company from who you purchased your tickets regardless of the TOC responsible for the delayed service

 

[SuspectUsual]

I always thought you had submit your delay repay claim with company from who you purchased your tickets regardless of the TOC responsible for the delayed service

All part of the confusion

My parents had a claim where they were delayed slightly by Northern and missed a XC connection in Manchester, and made their delay repay to XC as they’d bought the tickets from them. Six weeks later they got a letter saying the claim was rejected as it was Northerns fault, so they claimed against them only to have it rejected as having been made out of the time limit

Notwithstanding the differing criteria, DfT should force all TOCs to have the same text on their delay repay documentation to clarify the rules of the game

 

[yorkie]

I always thought you had submit your delay repay claim with company from who you purchased your tickets regardless of the TOC responsible for the delayed service

It's from the TOC who caused the delay to your journey. The retailer has nothing to do with delay repay compensation.

If you did not make the journey, that's a different matter.

All part of the confusion

My parents had a claim where they were delayed slightly by Northern and missed a XC connection in Manchester, and made their delay repay to XC as they’d bought the tickets from them. Six weeks later they got a letter saying the claim was rejected as it was Northerns fault, so they claimed against them only to have it rejected as having been made out of the time limit

Notwithstanding the differing criteria, DfT should force all TOCs to have the same text on their delay repay documentation to clarify the rules of the game

I'd argue it was within time as XC should have forwarded it to Northern, and it's the time of original submission that should count.

 

[David57]

I don't travel very often these days, and tend to use the same two operators, so grabbing a few D/R envelopes works for me, a minute to fill in, and no faffing about with scanners.

 

[Nick Nation]

Has anybody used the East Midlands Railway website for claiming Delay Repay, or a request for further information from EMR when a claim was made to East Midlands Trains?

I find it very buggy in that it will not let me submit. Also, when I have input the stations on the Journey Details page, I get a dialog box pop up requesting me to select a station from the drop down list, which I have already done. The station field then goes blank when I move the cursor elsewhere on the page.

Yes Adrock. EMR are aware of the bugs and issues of quoting reference numbers etc relating to services that ran as EMT (such as the power cut on Aug 9). Some emails have been sent to claimants requesting info they already have...my advice is to grit your teeth and phone them, this is what we have had to do!

 

[sheff1]

Has anyone managed to make CrossCountry's online Delay Repay form work?

I completed it OK for a delay when using split tickets and received a confirmation email with a reference number. .........
..... I have not yet received any compensation - the 10 working days, which is XC's "aim" for a full reply, expires this Friday (13 Sep).

Well the 10 days came and went - nothing from XC. After a further 10 working days, I tried to phone but couldn't get through so sent them an email. I got no acknowledgement nor reply but today received a letter (dated the day after I sent the email !) enclosing the requested RTV.

Laughably, the letter suggested I use the online Delay Repay form in future as this will make the process of claiming quicker and easier .

 

[XC victim]

Well the 10 days came and went - nothing from XC. After a further 10 working days, I tried to phone but couldn't get through so sent them an email. I got no acknowledgement nor reply but today received a letter (dated the day after I sent the email !) enclosing the requested RTV.

Laughably, the letter suggested I use the online Delay Repay form in future as this will make the process of claiming quicker and easier .

Try contacting them on Twitter. When I tried that it was sorted within minutes

 

[ScottGallagher]

Just about to do one today, Virgin late to Lancaster so missed Barrow train, currently an hour late!! Ive had voucher after voucher for the past few yeras for at least one of going up or coming back to London leg, usually courtesy of Northern. Always claim.