Heathrow Express refund when paid with Contactless

[chrl]

On August 30th I was delayed by about 1hr on Heathrow Express from T5 to Paddington. The Piccadilly line would have been quicker, but there were no indications of the delays even within the railway station at terminal 5 (the trains were still on the departure board and the times advanced as if they were there even although there wasn't actually any service operating) and no staff on the platform to ask. The automated announcements were getting cut off after "We're sorry" so no idea what they were saying, either.

I had paid with contactless and have so far been unable to get the delay repay refund.

* On the day of travel, I reached out to Heathrow Express on Twitter asking about the delay repay.
* HEX directed me to this webform: https://www.heathrowexpress.com/contact-us
* Unfortunately I was unable to fill in the form as it would only let me search from UK mailing addresses (maybe because I was still physically present in the UK (on the train)). It also says "Only part used tickets and tickets purchased via Ticket Vending Machines and Sales Advisers at Heathrow can be processed via the contact form below.".
* I asked HEX again for assistance.
* This time they told me I would need to contact TFL as I had paid with contactless.
* I reached out to TFL.
* TFL told me that I would need to reach out to Heathrow Express as they operated the delayed service.
* I reached out to HEX again and they directed me to this page: t.co/2uPBUXTGql
* I filled in a form including including international bank details. (At this point I was back in the USA and it let me search for a USA address).
* No acknowledgement.
* 40 days later I received an email saying that I could take my complaint to the ombudsman.
* I asked HEX again for an update.
* They didn't respond until a day later but then just sent me a link to fill in a survey about my experience.
* There were other occasions where I reached out with no response, too.
* I made a expensive international phone call. They were able to find my case and agreed that a refund was due (although said only 25%) and requested my bank details again by email. They made no comment on why it had taken so long.
* I provided the details again.
* No acknowledgement and still no refund.

It's a very simple delay repay case and seeking compensation has already cost me over 8 hrs of time and GBP 50 in phone calls. I know I'd be financially better off if I didn't bother as the compensation won't cover the costs of getting it. But something in me just doesn't want them to get away with claiming to have a delay repay scheme and not paying out even on the simplest of cases.

Has anyone had any positive experiences with this type of case where you pay one operator and compensation is due from another? Or any international refunds from Heathrow express?

Or any way to get TFL involved (as they are the people that took the money in the first place)?

 

[Adam Williams]

40 days later I received an email saying that I could take my complaint to the ombudsman

I would do this in your position.

 

[AlterEgo]

This is entirely on HEX and I woild also just go to the ombudsman. This should be simple to resolve and you don't need to waste even more time and resources on this. Be sure to itemise all your costs for the phone calls etc as well.

 

[chrl]

Thanks, I did actually go to the ombudsman when that email was sent.

The ombudsman replied saying:
Based on our initial review of your application, we are satisfied that your claim has aspects that fall within the remit of the Rail Ombudsman. We have requested a response from the Rail Service Provider and will be in touch in due course with more information.
Please note that a response can take up to 14 working days to receive. Following this, we will review the information and evidence provided by both parties. We will advise both Parties of the next steps following this.


Looking at the case online, it still says they are waiting for a response from HEX (22 days later so well beyond the 14 days).

 

[ChilliSauce]

Can you do a charge back on the debit /credit card you paid with ?

 

[mdann52]

Can you do a charge back on the debit /credit card you paid with ?

No, because delay repay is a separate legal process - technically, it's compensation and not a refund, so has to be done as a separate transaction

In much the same way as you can't do a chargeback for UK261 delay compensation

 

[Adam Williams]

Thanks, I did actually go to the ombudsman when that email was sent.

The ombudsman replied saying:
Based on our initial review of your application, we are satisfied that your claim has aspects that fall within the remit of the Rail Ombudsman. We have requested a response from the Rail Service Provider and will be in touch in due course with more information.
Please note that a response can take up to 14 working days to receive. Following this, we will review the information and evidence provided by both parties. We will advise both Parties of the next steps following this.


Looking at the case online, it still says they are waiting for a response from HEX (22 days later so well beyond the 14 days).

Step 1 is to complain about the Rail Ombudsman's response to your case by sending an email to complaints@railombudsman.org and including your case reference.

Then, if it's not dealt with promptly after that, you can raise the case to the Independent Assessor who oversees the Ombudsman service.

There are lots of layers of bureaucracy here, but I suspect you'll get a positive resolution if you "play the game" and jump through the hoops put in place. It shouldn't be this difficult, of course.

 

[chrl]

They seems to be struck at the actual paying step and mentioned problems with their system. Still not resolved.though.

Given their payment issue issues, do you think they'd be willing to give a pack of 12 first class carnets? instead of the money

 

[Fawkes Cat]

They seems to be struck at the actual paying step and mentioned problems with their system. Still not resolved.though.

How long do they seem to have been stuck at this step?

 

[island]

Can you do a charge back on the debit /credit card you paid with ?

It might have been possible when you posted but is now out of time.

 

[Haywain]

Given their payment issue issues, do you think they'd be willing to give a pack of 12 first class carnets? instead of the money

I would doubt it, as that would appear to far outweigh the amount that is currently due to you.

 

[chrl]

How long do they seem to have been stuck at this step?

A little over six weeks. But my initial contact with them was 4 months ago

 

[Fawkes Cat]

A little over six weeks

I think it's reasonable for you to chase this up and escalate to a complaint.

 

[Watershed]

They seems to be struck at the actual paying step and mentioned problems with their system. Still not resolved.though.

Given their payment issue issues, do you think they'd be willing to give a pack of 12 first class carnets? instead of the money

Making an international bank transfer is perfectly feasible for any company with a bank account, it just sounds like it's outside their standard processes and nobody is willing to "think outside the box" to do it manually.

Perhaps reimbursement via PayPal is an option?

I would persist with your Ombudsman case as well as your internal complaint with the Ombudsman about its terrible handling of your case.

 

[greatkingrat]

Making an international bank transfer is perfectly feasible for any company with a bank account, it just sounds like it's outside their standard processes and nobody is willing to "think outside the box" to do it manually.

Although you would think this issue must come up for HEx regularly?

 

[Watershed]

Although you would think this issue must come up for HEx regularly?

Well, quite. Makes it even more baffling that they can't sort out a US transfer when US travellers will make up a fair proportional of their passengers.