Dispute with TfL regarding Delay Repay

[kkgbd2223]

Second post for today around Delay Repay, so....

I have a number of open disputes with TfL around Delay Repay for journeys that start or finish at a National Rail station that are to or from a London Overground station where I travel on a National Rail Paper Ticket. So for example, a journey from Guildford to Shepherds Bush (via Clapham Junction). I have been frequently delayed on TfL's services between Clapham Junction and Shepherds Bush, I have contacted their Customer Services to obtain compensation, but have been paid out different amounts each time and have been unable to obtain a definitive statement on what their Delay Repay policy is. Their website is not clear on their policy. It says 2 things:

• "You may be able to get a refund if your journey was delayed for 30 minutes or more."
• "Arrived over an hour late to your final destination" & "Your refund can be calculated as set out in the National Rail Conditions of Travel"

This is very unclear as the first statement gives an enhanced Delay Repay compensation than required by the NRCoT, but the second limits it to NRCoT for delays over an hour. When I've claimed Delay Repay, I've been given anything from the PAYG Oyster fare between Clapham and Sherherds Bush (£1.80), to the cash fare (£6.70) to random amounts I can't work out how they derived it.

Can someone please clarify what their policy is?

Thanks.

 

[Watershed]

TfL's delay compensation policy is shown on this page; note that they don't offer Delay Repay. Rather unhelpfully, they use the term 'refund' when referring to the compensation they offer.

Under their policy, the applicable compensation depends on the reason for the delay and, somewhat bizarrely, the stations your journey is to/from. It ranges from being highly generous to very stingy.

If the delay is caused by factors within TfL's control, and your journey is entirely within the TfL contactless PAYG area, then it would appear that you receive compensation of 100% of the cost of your ticket, though their policy isn't entirely clear on whether the 'equivalent' value of your journey would be used instead if you have a return or daily ticket.

If the delay is caused by factors outside TfL's control, or it includes travel outwith the TfL contactless PAYG area, then the NRCoT minima apply and you only receive compensation in the event of a 60+ minute delay, and at a much lower rate to boot (50% of the journey's value, in essence).