GTR delay repay - constantly being rejected incorrectly.

[gray1404]

The voucher (green) arrived yesterday, the covering letter says they are cashable at GTR ticket offices. However the back of the voucher says they aren't cashable so I'm not sure.

This is exactly what happened to me. GTR issue 2 type of RTVs. Ones that are cashable and ones that are not. The one that are cashable have the 4 brand logos of the GTR brand on the front of the voucher. On the back of the voucher where it says to the effect of "this voucher cannot be exchanged for cash nor will change be given" it is then followed by the wording to the effect of: exept at Southern, Gatwick Express, Thameslink and Great Northern ticket offices."

Their non cashable vouchers on the front state that they are issued by: then the GTR brand that issued it e.g. Southern. On the back there is nothing else printed after: "this voucher cannot be exchanged for cash nor will change be given". I have experienced the latter type of RTV when customer service are sending out a goodwill gesture or when they have incorrectly denied a delay repay claim and they are correcting it.

 

[najaB]

I did manage to cash the voucher at a GTR station, the staff member initially said it wasn't cashable, so I showed them the covering letter. He then said "so the rules must have changed". He asked to take a photocopy of the letter, which I said was fine.

Good to know. I thought that would be the case.

 

[island]

I assumed it might well have been. I asked for payment by paypal, which should have been possible since they had my email address!

The TOC is entitled to choose how to pay DelayRepay claims, as long as one of the methods it offers is actual money. This can include a cheque, cash (notes and coins) through a ticket office, bank transfer, credit to a bank card, and probably several other options.

GTR offers a cheque as an option for manual claims, which is compliant.

 

[bubieyehyeh]

The TOC is entitled to choose how to pay DelayRepay claims, as long as one of the methods it offers is actual money. This can include a cheque, cash (notes and coins) through a ticket office, bank transfer, credit to a bank card, and probably several other options.

GTR offers a cheque as an option for manual claims, which is compliant.

GTR allow you select paypal of claims via the website, so not sure why manual claims are different.

Perhaps it was because it was a goodwill payment (for the shocking poor quality control on delay repay checking) that it had to be vouchers.

 

[gray1404]

I think it is to do with data entry and security. i.e. they will allow you to enter bank details and card numbers online as this information can be securely submitted. However, such data could go missing in the post with a paper claim.

It would appear to be the case that when GTR give a "goodwill payment" (for their own mess up) then they give vouchers (some of which can be non-cashable and the occasional few cashable).

 

[Alteran Ancient]

Sounds familiar. I had a GTR claim not long ago for Blackfriars to Beckenham Junction. Because a 700 ahead of my train had (another) door fault, it delayed everything behind it by about 10 minutes. It left Blackfriars 10 minutes late, and I was anticipating that it would be 15 minutes late by the time it arrived at Beckenham. I watched the train on RTT, which had it "arrived" at Becknenham at 13L, even though we were still crawling across the points outside the station and had not technically arrived.

By my watch, it was 15L by the time the doors opened. Therefore, I made a claim, and it was rejected on the grounds that it was "only 13 minutes late". I re-submitted the claim, stating exactly what I had described above, and they then approved the claim, either because I was in the right, or just to shut me up!

It just goes to show how pedantic they are with the times. But then, I can be too.

 

[Wookiee]

This is exactly what happened to me. GTR issue 2 type of RTVs. Ones that are cashable and ones that are not. The one that are cashable have the 4 brand logos of the GTR brand on the front of the voucher. On the back of the voucher where it says to the effect of "this voucher cannot be exchanged for cash nor will change be given" it is then followed by the wording to the effect of: exept at Southern, Gatwick Express, Thameslink and Great Northern ticket offices."

Their non cashable vouchers on the front state that they are issued by: then the GTR brand that issued it e.g. Southern. On the back there is nothing else printed after: "this voucher cannot be exchanged for cash nor will change be given". I have experienced the latter type of RTV when customer service are sending out a goodwill gesture or when they have incorrectly denied a delay repay claim and they are correcting it.

They send out the non-cashable ones when you claim for enhanced compensation as well.