Guards advising to claim Delay Repay from Seller

[Belperpete]

I was under the impression that you claimed Delay Repay from the TOC whose train delayed you. Has this changed?

The reason I ask is that on multiple occasions I have heard Avanti guards make an announcement that because the train has been delayed passengers are entitled to claim DR, which can be done on the Avanti website, except where the ticket has been purchased from a third party when the claim should be submitted to the seller. I could understand one guard getting it wrong, but this has now happened several times.

I am aware that other TOCs should pass claims on, but submitting a claim to the wrong TOC just unnecessarily delays the process.

 

[Watershed]

It hasn't changed; you claim from the TOC who caused your journey to become delayed. Unfortunately there are a lot of miconceptions about Delay Repay vs refunds. The fact that you have to claim these entitlements from different parties depending on the circumstances doesn't help matters.

 

[BazingaTribe]

It hasn't changed; you claim from the TOC who caused your journey to become delayed. Unfortunately there are a lot of miconceptions about Delay Repay vs refunds. The fact that you have to claim these entitlements from different parties depending on the circumstances doesn't help matters.

I can see the division here being between the TOC being privy to the train information to be able to process a claim for direct compensation, but the retailer being the person who the passenger pays directly for a ticket that's refunded as surplus to requirements. (Even if it's one and the same, i.e. a ticket bought from Avanti's ticket outlet, you'd presumably go through different people within Avanti to get Delay Repay versus a refund.)

It's a bit daft for an actual TOC employee not to know the difference though, and moreso to make it an official announcement.