East Coast Delay Repay

[johntea]

https://www.virgintrainseastcoast.com/customer-service/contact-us/refund/delay-repay/#cid_1909_0_

We offer full refunds for our cancelled services, and variable compensation for journeys that are delayed by 30 minutes or more. Sometimes we’ll even do it if you choose not to travel because of disruptions. We’re just nice like that.

This is slightly confusing me as the original train was cancelled (full refund according to that!) but we were put on the next train (so a 30-60 minute delay to the journey overall)

I would usually just claim for the latter, but Branson is boasting about full refunds for cancelled services! So which is it?!

 

[yorkie]

This is slightly confusing me as the original train was cancelled (full refund according to that!) but we were put on the next train (so a 30-60 minute delay to the journey overall)

If your journey is delayed by 30-59 minutes then compensation is due at 50% of the cost of your journey.

If you choose not to travel due to a cancelled train it is a full refund.

That text is very confusing, I agree.

 

[robbeech]

It’s misleading to make it potentially appear better than it is. You’ll only get a full refund if you decide not to travel when your service is cancelled.

If your service were hourly and you held an advance single and your booked train were cancelled then you’d be able to travel and receive the equivalent value to a refund in compensation. Note the difference between a refund and compensation.

 

[Nick66]

It’s obvious when you explain it like that, I could never work it out either! If you don’t use a ticket because the train was cancelled you get a refund; if you take a later train and are delayed as a result you get compensation which may or may not be the same amount. What’s not to understand about that?

(Rhetorical question)

 

[johntea]

Well I've just submitted my claim as a Seat Guarantee claim and see what happens next considering we didn't get seated until after Peterborough, as even Virgin advise to pick the scheme that offers the most compensation!

https://www.virgintrainseastcoast.com/customer-service/seat-guarantee/

We can only pay compensation under one scheme per journey. For example, if you were unlucky enough to be delayed by over 30 minutes and the seat you reserved wasn’t available, you would have to pick either Delay Repay or Seat Guarantee. You can choose the scheme that offers you the most compensation though.

One of the most confusing / misleading Delay Repay schemes I think I have ever seen to be honest!

 

[mallard]

Sometimes we’ll even do it if you choose not to travel because of disruptions. We’re just nice like that.

No, they're not "nice like that", they're required to do that by the NRCOT (§ 30.1). I really hate it when companies try to take credit for doing the minimum that they're legally required to do.

 

[ForTheLoveOf]

Yes, it's as hollow as saying 'we don't charge credit card fees' - I'm unbelievably grateful that they're promising to comply with the law, in the same way I'm sure they're grateful if I say 'I won't steal your petty cash'.

 

[robbeech]

EMTs “under 5s travel free” massive signs at stations are equally annoying.

 

[Wallsendmag]

Yes, it's as hollow as saying 'we don't charge credit card fees' - I'm unbelievably grateful that they're promising to comply with the law, in the same way I'm sure they're grateful if I say 'I won't steal your petty cash'.

It has been pointed out

 

[stuart]

This is like the conversation I had yesterday with a representative of a household appliance manufacturer who are going to replace a defective part on my vacuum "as a good will gesture". A good will gesture required under the terms of the warranty, presumably, but "it's covered by your warranty" doesn't sound nearly as exciting.

 

[xotGD]

VTEC have promptly deposited cash into my bank account following my last 2 delay repay claims. Another one on its way after this morning's 55 minute late arrival into KX...

 

[johntea]

Update : full refund for the ticket heading to my bank account! (under the Seat Guarantee scheme)