EMR potentially avoiding their Delay Repay obligations

[typefish]

I have a return ticket from London to Corby, and the points failed at Corby meaning that the northbound train could not stop at Corby.

EMR station staff at Kettering provided a taxi to me which ultimately meant I was 2 hours late arriving into Corby station.

For some reason, EMR have rejected the delay repay request as using an EMR supplied taxi is classed as abandoning a journey.

Am I still correct in that delay repay applies to the entire journey, as long as I'm using any mode of transport that was provided by the Railway?

 

[AlterEgo]

You’re right and they’re wrong, simple as that.

 

[Hadders]

You are correct and EMR are wrong. It is the delay in arrival at your destination, in this case Corby, that counts.

 

[typefish]

Thought so. I was left rather baffled with what I read.

I sent something back stating as much and I'll keep the thread updated with what I get back.

 

[Watershed]

You don't even need to use railway-provided means to get to your destination. Ultimately the only requirement is that you were delayed in arriving at your destination as a result of a train delay/cancellation. Obviously you have to be reasonable about the alternative means you use (you wouldn't be able to claim 2+ hours' worth of DR if you decided to cycle!) but they are most certainly barking up the wrong tree here.

 

[sheff1]

What's the betting that if you claimed a refund for an abandoned journey it would be turned down because you travelled to your destination using railway-provided alternative trasnport.

 

[Haywain]

(you wouldn't be able to claim 2+ hours' worth of DR if you decided to cycle!)

What if you were travelling with a bike that they won't convey in replacement transport?

 

[philthetube]

What if you were travelling with a bike that they won't convey in replacement transport?

Always someone to come up with a what if, but perfectly reasonable in this case.

 

[Haywain]

Always someone to come up with a what if, but perfectly reasonable in this case.

I travel occasionally with a bike and have wondered about this.

 

[typefish]

To update the thread, I have just received a goodwill payment for half of the fare - admittedly this was in the obviously incorrect response from EMR and despite my objections to a goodwill payment being sent, they still have sent one out.

I could be cheeky and claim the full ticket value in addition to the amount that has been given as a goodwill gesture however I personally feel that would be dishonest.

I'll update the thread with the efforts to claim the other half of the fare back.

== Doublepost prevention - post automatically merged: 11 Mar 2023 ==

EMR have now indicated that the full amount is due and as such I'll be getting the other half paid back in the next few days.

That was more effort than it should have been