GWR rejected my delay repay claim

[crucible72]

On the 18th of February I travelled from Exeter to Heathrow. Later in the day I travelled
back again. Both journeys I made using advance singles with the same booking reference.
I used paper tickets for the journey.

The outward journey was delayed by half an hour and the return part was delayed by an hour.
I thought this meant I could claim back 50% of the price of my outward advance single, and 100% the price of
my return advance single, however GWR have rejected my second claim on the grounds of it being a duplicate.
Was I mistaken in thinking that I could do this, or are GWR at fault and should I appeal the claim?

 

[jfollows]

The two tickets and the two Delay Repay claims are totally separate, you should “appeal” on the basis of getting GWR to do its job properly. Well, perhaps on the basis that they mis-read your original claim.

 

[spag23]

It sounds like the two tickets being under the same booking reference was the cause of their mistaken rejection. As jfollows implies, sloppy.
I suspect that if a passenger made an admin error like that in their ticket purchase, they'd be facing a £100 penalty.

 

[crucible72]

The two tickets and the two Delay Repay claims are totally separate, you should “appeal” on the basis of getting GWR to do its job properly. Well, perhaps on the basis that they mis-read your original claim.

Thanks I've submitted an appeal.

 

[Snow1964]

They must have misread it, it's per ticket.

However if it is two separate journeys (two singles rather than a return), should have made two claims, one for each (not attempted to combine them because you deemed it a return)

The booking reference could apply to multiple journeys if you added them to basket, then paid and collected in one go. However the GWR claim system is clunky, have to add them as additional journeys (which is pain if they are under same booking reference, but for different dates)

 

[crucible72]

They must have misread it, it's per ticket.

However if it is two separate journeys (two singles rather than a return), should have made two claims, one for each (not attempted to combine them because you deemed it a return)

The booking reference could apply to multiple journeys if you added them to basket, then paid and collected in one go. However the GWR claim system is clunky, have to add them as additional journeys (which is pain if they are under same booking reference, but for different dates)

Yes it was two separate claims that I made, I didn't attempt to combine into a return.