Delay reply case passed on

[diy_dude]

On Thursday this week I travelled from Nottingham to Edinburgh via Newark with an LNER advanced and connections first class ticket.

The EMR train from Nottingham was on time:

Realtime Trains | 1438 Leicester to Lincoln Central | 15/06/2023

Real-time train running information for 1438 departure from Leicester to Lincoln Central on 15/06/2023. From Realtime Trains, an independent source of train running info for Great Britain.

www.realtimetrains.co.uk

The LNER train was 34 minutes late leaving Newark and 71 minutes late into Edinburgh.

Realtime Trains | 1530 London Kings Cross to Glasgow Central | 15/06/2023

Real-time train running information for 1530 departure from London Kings Cross to Glasgow Central on 15/06/2023. From Realtime Trains, an independent source of train running info for Great Britain.

www.realtimetrains.co.uk

I know there was serious disruption earlier in the day but claimed delay repay as the train lost time on the journey North and I was sat on the floor for some of the time with the only water being served.

Slightly surprised to receive an email from LNER today saying “After reviewing your correspondence, we have determined CrossCountry are responsible for your experience. We have forwarded on all the relevant details so that their Customer Services can investigate and respond to you accordingly.”

I’m not sure what this has to do with Crosscountry. Am I missing something?

 

[AlterEgo]

Get in touch with LNER and advise them of their error. They are very responsive on Twitter.

 

[Watershed]

If you weren't able to sit down, then as you had a first class ticket, you're additionally entitled to claim back the difference between the cost of your ticket and the cost of an equivalent standard class ticket. If you can tell us the price of your Nottingham to Edinburgh Advance, as well as whether a Railcard applied, we can work out what this difference is.

As to why your claim has wrongly been directed to XC, I suspect this is simply an error somewhere in the process. Respond to LNER asking them to take another look at your claim as XC have no relevance to the journey (your itinerary didn't involve travel with them, so they can't possibly be held liable for Delay Repay).

 

[diy_dude]

The ticket was £105.90, no railcard discount. Being 71 minutes late into Edinburgh, I believe I’m due a 100% refund.

 

[Segedunum]

They've done this to me before - their train was cancelled amongst catastrophic disruption during one of the named storms, I abandoned travel and got in touch.

For reasons unbeknownst, it was sent to XC. A firm reply advising them that they should be dealing with it is all it'll take. I got an apologetic reply a few hours later offering additional compensation too (as I had a non-refundable hotel I couldn't physically get to anymore).

 

[robbeech]

I was once passed on to Hull trains for a journey between Edinburgh and York. They did rectify things very quickly (the ticket whilst any permitted did include part of the area HT travel on).

 

[HBP]

Had a similar experience once from Harrogate to Kings Cross. Passed over to Northern even though a direct LNER service from Harrogate. All resolved very quickly.

 

[diy_dude]

I’ve just given LNER a call on 03457225333. The person who I spoke to was really helpful and quickly confirmed it had been sent to CrossCountry in error. She setup and approved a new claim while I was in the phone.
Excellent customer service.

 

[yorkie]

LNER seem to make a lot of errors; there are no consequences for LNER in making these errors.

However if LNER finds a passenger making an error... well, it's a very different story indeed.

It's not a level playing field.

 

[diy_dude]

So, LNER paid up and I thought that would be the end of it.

Today I received a message from CrossCountry apologising for the delay and sending a full refund. Very surprised as my ticket was LNER and connections only and I couldn’t travel on CrossCountry trains.

I’ve responded telling them LNER have already paid. What else can I do? The money is coming via PayPal, don’t think I can reject or return it.

 

[kkong]

The railway industry is - from the passengers' point of view - dysfunctional.

 

[Starmill]

So, LNER paid up and I thought that would be the end of it.

Today I received a message from CrossCountry apologising for the delay and sending a full refund. Very surprised as my ticket was LNER and connections only and I couldn’t travel on CrossCountry trains.

I’ve responded telling them LNER have already paid. What else can I do? The money is coming via PayPal, don’t think I can reject or return it.

If you've already emailed saying that the claim was sent through by LNER in error, and has as such already been settled by LNER, there doesn't seem to be anything further which you can do.

They might respond at a later date asking you to return the funds if you do receive them.

 

[island]

If you receive the money via PayPal it will have the sender's email address on so you will be able to send it back.