Help with Island Lines cancellation delay repay

[iopgod]

Attempting to submit a delay repay which was due to an Shanklin to Ryde Peir Head cancellation.
As far as I can tell the Island Line is ran by and is part of South Western Railways. Certainly if I Google "Delay Repay Island Line" I get the South Western Railways Delay Repay page.
My first claim is rejected by SWR as the delay was due to an Island Lines Ltd service, but they have forwarded the claim to the correct TOC. Fair enough.
The forwarded claim (which appears to have been forwarded to South Western Railways) is then rejected as it is a duplicate of the first...

Any advice??

 

[Fawkes Cat]

Attempting to submit a delay repay which was due to an Shanklin to Ryde Peir Head cancellation.
As far as I can tell the Island Line is ran by and is part of South Western Railways. Certainly if I Google "Delay Repay Island Line" I get the South Western Railways Delay Repay page.
My first claim is rejected by SWR as the delay was due to an Island Lines Ltd service, but they have forwarded the claim to the correct TOC. Fair enough.
The forwarded claim (which appears to have been forwarded to South Western Railways) is then rejected as it is a duplicate of the first...

Any advice??

Send an email. That way someone should look at it.

 

[najaB]

Send an email. That way someone should look at it.

Seconded.

 

[ainsworth74]

100% send an email explaining what happened to your journey and then what's happened when you've tried to submit the claim.

 

[yorkie]

Attempting to submit a delay repay which was due to an Shanklin to Ryde Peir Head cancellation.
As far as I can tell the Island Line is ran by and is part of South Western Railways. Certainly if I Google "Delay Repay Island Line" I get the South Western Railways Delay Repay page.
My first claim is rejected by SWR as the delay was due to an Island Lines Ltd service, but they have forwarded the claim to the correct TOC. Fair enough.
The forwarded claim (which appears to have been forwarded to South Western Railways) is then rejected as it is a duplicate of the first...

Any advice??

It's all the same train company.

Same with West Midlands Trains (which has two brand names), Greater Anglia (which also has two) and if course the worst train company in Britain (which has four).

You can thank the DfT for keeping things "simple" in this respect (!)

If you would like to send me a direct message with the reference number I will see if I can get someone knowledgeable to resolve it for you.

 

[najaB]

Same with West Midlands Trains (which has two brand names), Greater Anglia (which also has two) and if course the worst train company in Britain (which has four).

To be so slightly more charitable to them, it's not just that they have different brand names - they operate multiple franchises which run trains under different operator codes.

In the case of South Western they operate both South Western (HY) and Island Line (HZ), so their system was working as (badly) designed when it forwarded the claim to the correct operator.

 

[bb21]

SWR do not deal with Island Line claims. They have no means to. They are dealt with directly by Island Line.

 

[Fawkes Cat]

SWR do not deal with Island Line claims. They have no means to. They are dealt with directly by Island Line.

And how does one make contact? The Island Line doesn't seem to have its own website, just a page on SWR's website. The delay repay link at the bottom of that takes you to the SWR delay repay page - which is where the OP seems to have started.

 

[bb21]

And how does one make contact? The Island Line doesn't seem to have its own website, just a page on SWR's website. The delay repay link at the bottom of that takes you to the SWR delay repay page - which is where the OP seems to have started.

What do you mean?

Any dispute goes through SWR customer relations but is forwarded and dealt with by an independent Island Line team.

 

[Fawkes Cat]

What do you mean?

Any dispute goes through SWR customer relations but is forwarded and dealt with by an independent Island Line team.

And yet the OP said

My first claim is rejected by SWR as the delay was due to an Island Lines Ltd service, but they have forwarded the claim to the correct TOC. Fair enough.
The forwarded claim (which appears to have been forwarded to South Western Railways) is then rejected as it is a duplicate of the first...

So suggesting that he contacts Island Line is what he has already tried to do.

 

[najaB]

And yet the OP said


So suggesting that he contacts Island Line is what he has already tried to do.

My guess is that the forwarding was done by an automated system that just looked at the TOC code of the services involved. Hence the suggestion to send an email rather than using the form.

 

[bb21]

And yet the OP said


So suggesting that he contacts Island Line is what he has already tried to do.

You have completely lost me.

 

[Fawkes Cat]

You have completely lost me.

It's your statement

They are dealt with directly by Island Line

that I'm taking issue with. If IoW claims are 'dealt with directly by Island Line' then it follows that one applies directly to Island Line. But as I think is agreed, there's no mechanism to apply directly to Island Line. Instead, you need to apply through SWR (Island Line's parent).

I struggle how to interpret claithat IoWms are 'dealt with directly by Island Line' actually means 'IoW claims must be made to SWR who will pass it on to Island Line who will then deal with it*'; I am unfamiliar with this usage of 'directly'.

* Although the OP's problem is that this is not what actually happened.

 

[bb21]

I think you misunderstood. "Directly" was in reference to the handling of the claim, not customer contact, in response to statements about "the same company".

If I have still not for some reason made myself clear, all customer contact goes through SWR customer relations. The claims are however dealt with by the independent Island Line team directly. Being the same franchise does not mean they are dealt with by the same team.

All disputes are to go through SWR customer relations.

 

[najaB]

To be so slightly more charitable to them, it's not just that they have different brand names - they operate multiple franchises which run trains under different operator codes.

Someone has taken objection to my loose use of "franchises" to refer to historical franchises which now form service groups in super franchises that run under different TOC codes, and which in some cases report seperately to the DfT (and even operate completely different passenger charters).

 

[bb21]

Someone has taken objection to my loose use of "franchises" to refer to historical franchises which now form service groups in super franchises that run under different TOC codes, and which in some cases report seperately to the DfT (and even operate completely different passenger charters).

Not guilty