LNER Delay Repay delays

[bakerstreet]

Just wanted to know if I’m alone in this.

In early September I submitted four e tickets (advance singles, booked train only, two on each journey) for delay repay.

The journey from London was 30-59 mins delayed, The journey back to London was 60-119 mins delayed.

All submissions were acknowledged by LNER and each given a unique ref number.

One e-ticket was automatically (it seemed) accepted and repay given within two weeks.

The next I had to chase. This was repaid after 2 months.

The next they asked for more information but only provided the ref number but not the journey detail so i sent them info on the one of two remaining tickets I think they were referring to. Nothing more heard since.

The next and final claim no contact or payment at all.

I have chased all the three which appear to being manually checked to ask if there is anything further they need. But it’s now 6 Dec and two remain outstanding. The journeys were taken on 30 August and 3 September 2021.

Is this length of time normal?

Thanks

 

[robbeech]

No. It’s too long, they’re normally faster than this if everything is going to plan. I assume everything isn’t going to plan.

Your best bet is to email their customer services with a clear and concise summary of what has happened up to now.

send photo / screen shots of tickets.

include your proposed itinerary for each journey (even if it’s an advance single and it’s obvious)

include your actual itinerary.

do the maths yourself

write a note about the things that have paid out so far and include references.

do the maths again and explain you are still waiting for acceptance and payment for <insert specifics here>

optionally you could express disappointment that it has taken <insert time frame> without being fully resolved. But realistically it won’t make a difference.

Unfortunately many operators can’t grasp the concept of multiple passengers or multiple journeys. Some of the nonsense responses on here make me genuinely concerned for the people making these decisions. However LNER don’t seem to be too bad as a rule. I’d definitely put this down to a mix up rather than any deliberate attempt to avoid paying. I may have a different opinion with other operators.

 

[OscarH]

It may be worth chasing up with LNER's live chat. My brother had a claim submitted on the 5th or 6th September, he had the confirmation email, then heard nothing. Went on live chat a couple of weeks ago, and they said the claim reference didn't exist on their system despite him having the email. The live chat was helpful at least, they went through the claim on the chat, and approved it right then (with split tickets), sent an email asking for bank details almost immediately

 

[bakerstreet]

No. It’s too long, they’re normally faster than this if everything is going to plan. I assume everything isn’t going to plan.

Your best bet is to email their customer services with a clear and concise summary of what has happened up to now.

send photo / screen shots of tickets.

include your proposed itinerary for each journey (even if it’s an advance single and it’s obvious)

include your actual itinerary.

do the maths yourself

write a note about the things that have paid out so far and include references.

do the maths again and explain you are still waiting for acceptance and payment for <insert specifics here>

optionally you could express disappointment that it has taken <insert time frame> without being fully resolved. But realistically it won’t make a difference.

Unfortunately many operators can’t grasp the concept of multiple passengers or multiple journeys. Some of the nonsense responses on here make me genuinely concerned for the people making these decisions. However LNER don’t seem to be too bad as a rule. I’d definitely put this down to a mix up rather than any deliberate attempt to avoid paying. I may have a different opinion with other operators.

It may be worth chasing up with LNER's live chat. My brother had a claim submitted on the 5th or 6th September, he had the confirmation email, then heard nothing. Went on live chat a couple of weeks ago, and they said the claim reference didn't exist on their system despite him having the email. The live chat was helpful at least, they went through the claim on the chat, and approved it right then (with split tickets), sent an email asking for bank details almost immediately

Thank you so much for this @robbeech and @OscarH that’s very helpful - I will try both routes and see how I get on.
The claim references possibly not existing would explain a lot if it’s the case here !

 

[nanstallon]

I'm having similar problems with Great Western Railway following a delayed journey on 21st October, even though they told me they had approved my claim. Not much use if they don't pay up!

 

[DaveB10780]

I had a claim go very quiet for nearly three months and even had tickets requested twice. This was a slam dunk 2 hour delay so no idea what they were doing. I eventually spoke to them on Facebook message and it was sorted in 2 hours.

 

[bakerstreet]

Just wanted to thank all who contributed to this thread. I utilised chat on the LNER website and they processed the outstanding payments immediately.
It’s a strange thing to have to do having applied properly online, submitted all the evidence and calculated the amount owed myself but I suppose it’s the end result that counts !
Thanks again

 

[boiledbeans2]

Yes, it's been normal recently for LNER to have huge delays in their delay repay scheme.
They should have a delay repay for their delay repay scheme.

See earlier thread

Delay Repay - can I claim?

07.30 London KGX to Waverley on 03/09 had to take a different route due to a fatal accident on the tracks in North London not connected with that train. Earlier 0700 had been cancelled for the same reason. I arrived Waverley 32 mins late according to Realtimetrains (RTT). Am I able to...

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