GWR delay repay queries

[Joseph T]

I travelled from PAD to CDF last Sunday (2nd August) on split paper return tickets (Super Off-Peak Return NBT-BPW + Off-Peak Return BPW-CDF & vice versa). My return train, 1L94, arrived 29 mins late at PAD according to RTT. If I were to claim 30-59 mins delay for 25% of the ticket price and it turns out to be incorrect, would I be paid 12.5% for 15-29 mins instead or would I have to make a separate claim?

 

[Watershed]

Your journey was back to Norbiton (NBT) rather than Paddington (PAD), wasn't it? In that case what matters isn't the delay in arriving at PAD but the delay in arriving at NBT.

When you submit your claim you'll be asked which category of delay you experienced but it's a bit pointless really, because they will award you more or less depending on their own calculations of the delay you would have experienced. You don't need to submit a new claim or anything like that, they just decide how much they will pay you based on the calculated delay.

 

[geoffk]

I hope this is the right thread to say that I'm planning to make my first ever delay repay claim after yesterday's 53 minute arrival at Exeter from Basingstoke. My main question is - my advance ticket (from Polsloe Bridge) was booked on the GWR website and collected from the TVM at Exeter Central. Does my claim have to be made to GWR or from SWR, whose train was delayed?

 

[AlterEgo]

I hope this is the right thread to say that I'm planning to make my first ever delay repay claim after yesterday's 53 minute arrival at Exeter from Basingstoke. My main question is - my advance ticket (from Polsloe Bridge) was booked on the GWR website and collected from the TVM at Exeter Central. Does my claim have to be made to GWR or from SWR, whose train was delayed?

SWR.

 

[Haywain]

I hope this is the right thread to say that I'm planning to make my first ever delay repay claim after yesterday's 53 minute arrival at Exeter from Basingstoke. My main question is - my advance ticket (from Polsloe Bridge) was booked on the GWR website and collected from the TVM at Exeter Central. Does my claim have to be made to GWR or from SWR, whose train was delayed?

What was the journey you made? You've confused things a bit with mentions of Polsloe Bridge, Exeter Central and Basingstoke. And where were you delayed?

 

[geoffk]

What was the journey you made? You've confused things a bit with mentions of Polsloe Bridge, Exeter Central and Basingstoke. And where were you delayed?

My ticket was from POL to BSK, two advance singles. The outward journey was on time. The 53 min delay was on 1L45 15.20 Waterloo - EXD, which arrived at EXC 54 late. There were delays toward London which were attributed to signalling problems although we continued to lose time to Salisbury, where the rear of the three units was detached. Once we hit the start of the single line at Wilton, we were 27 late so lost more waiting for crossings.

 

[Mcr Warrior]

Concur with @Haywain that it would be useful to know the journey actually made and the ticket or tickets held.

@geoffk. Can you advise/clarify?

Looking at delayed journeys, yesterday's 1608 (SWR) departure from Basingstoke arrived Exeter Central at 2002, approximately 54 minutes down. Expected arrival time Exeter Central was 1908.

Maybe that was the one?

If so, and if the through journey was then onward (with GWR) to Polsloe Bridge, the originally expected arrival time there would have been around 1923, this assuming the SWR journey had run to time. However, due to further delays, the actual arrival time at Polsloe Bridge yesterday was approximately 2036, so maybe a 60+ minute Delay Repay claim is now possible (from SWR)?

 

[geoffk]

Concur with @Haywain that it would be useful to know the journey actually made and the ticket or tickets held.

@geoffk. Can you advise/clarify?

Looking at delayed journeys, yesterday's 1608 (SWR) departure from Basingstoke arrived Exeter Central at 2002, approximately 54 minutes down. Expected arrival time Exeter Central was 1908.

Maybe that was the one?

If so, and if the through journey was then onward (with GWR) to Polsloe Bridge, the originally expected arrival time there would have been around 1923, this assuming the SWR journey had run to time. However, due to further delays, the actual arrival time at Polsloe Bridge yesterday was approximately 2036, so maybe a 60+ minute Delay Repay claim is now possible (from SWR)?

I caught the 2019 Exmouth train at Central, which left on time but it was delayed 12 minutes at Exmouth Junction because of a trespass incident which meant the train coming from Exmouth was being held at POL.

 

[Haywain]

My ticket was from POL to BSK, two advance singles. The outward journey was on time. The 53 min delay was on 1L45 15.20 Waterloo - EXD, which arrived at EXC 54 late. There were delays toward London which were attributed to signalling problems although we continued to lose time to Salisbury, where the rear of the three units was detached. Once we hit the start of the single line at Wilton, we were 27 late so lost more waiting for crossings.

Your claim goes to SWR.

 

[geoffk]

OK thanks everyone. Will report back.

== Doublepost prevention - post automatically merged: 16 Aug 2026 ==

I've had a prompt settlement of my claim. Initially, SWR advised that I would be compensated for a delay of 30-59 minutes, based on my 53 minute late arrival at Exeter Central. On further examination of my claim, SWR confirmed that the delay I experienced was actually between 60 and 119 minutes, reflecting the further delay due to the trespass incident at or near Polsloe Bridge.