Getting Avanti to pay delay repay on split tickets - best way

[gray1404]

My friend travelled from Liverpool to Glasgow, changing at Preston using 2 advance tickets (split at Preston). The Avanti service was 30 minutes late into Glasgow. He's asking me to help him claim delay repay.

How efficient are Avanti at paying out on split tickets and what would be the best way to submit the claim? He has the PDFs of both of the e-tickets.

The train concerned was 26 October 10.42 Preston to Glasgow. Is it possible to check this was 30 minutes late as I don't want Avanti saying it was 29 or something?

Thanks.

 

[Bletchleyite]

Realtime Trains will give you an accurate delay value.

 

[221129]

The train concerned was 26 October 10.42 Preston to Glasgow. Is it possible to check this was 30 minutes late as I don't want Avanti saying it was 29 or something?

It was exactly 30mins late arriving into Glasgow

 

[robbeech]

It was exactly 30mins late arriving into Glasgow

Lets see what happens then.

 

[gray1404]

Thank you all. Any tips on getting them to pay out on split tickets first time?

 

[Elecman]

Email CustOmer Services directly stating journey date and times and enclose pictures of the tickets held rather than use the web based system

 

[gray1404]

I hear Avanti are currently taking months to respond to Customer Service complaints, is that right?

 

[robbeech]

I hear Avanti are currently taking months to respond to Customer Service complaints, is that right?

Unfortunately it appears so. You could at least try the automated service first then you might get SOME of the money whilst you then wait for them to respond.

 

[gray1404]

Good idea. Have just submitted the claim for my friend and explained they don't always get it right first time. So we'll see what they pay out first. As you say, see what they pay out first and get some of the money.

 

[erk]

My experience claiming on split tickets (but paper, not e-tickets) is that their first response is to pay based on the value of one of the tickets. After an appeal they pay some more to bring it to the correct amount. My claims and appeals are made through the automated service.

I fear getting it right first time is too much to hope for.