LNER delay-repay difficulties

[c52]

My wife had an advance ticket from Kings Cross to Aberdeen and beyond on the 1400 departure from Kings Cross on Dec 3rd. She was told no trains would leave before 1700 and she should make her way to Euston. She did so, her ticket was accepted on the 1430 to Glasgow, she crossed Glasgow and caught the connection to Aberdeen only because it was late, but her ticket was accepted, and she arrived in Aberdeen almost two hours late compared with the 1400 from Kings Cross (which arrived a few minutes later). It was an e-ticket.

Two problems:

I do not know what journey to describe to LNER. The journey was "originally scheduled" at 1400 from Kings Cross, but if I describe the journey actually taken, it was roughly on time.

Secondly I cannot upload the ticket either as the PDF they sent me or as a photo of it or as just the QR code. It says "Sorry, there's a problem with your upload".

And one question: do Avanti/Scotrail know from having scanned the ticket that my wife used those trains, and do LNER know that? If so they surely could work out what happened if I just tell them the booking reference.

Thank you for any responses.

 

[NormalPerson7]

My wife had an advance ticket from Kings Cross to Aberdeen and beyond on the 1400 departure from Kings Cross on Dec 3rd.

What was her final destination beyond Aberdeen, and was she able to get there on the train in the end? Her claim should be based on her expected vs actual arrival time at her final destination.

Based on information at RTT, it looks like your wife arrived at Aberdeen at 2250, 107 minutes late, while the 1400 from London Kings Cross arrived at 2259.

I do not know what journey to describe to LNER. The journey was "originally scheduled" at 1400 from Kings Cross, but if I describe the journey actually taken, it was roughly on time.

You should describe the original intended journey, so the 1400 to Aberdeen, and then any intended connecting service beyond Aberdeen. I would think LNER will be able to work out what's happened and approve 60-120 minutes delay repay.

 

[c52]

Thank you. The destination was Inverurie, (3 stations further) but she was picked up in Aberdeen.

Thank heavens for Real Train Times!

 

[Watershed]

Thank you. The destination was Inverurie, (3 stations further) but she was picked up in Aberdeen.

Thank heavens for Real Train Times!

Her ticket will presumably be to Inverurie so she needs to claim based on her delay in arriving at Inverurie, not Aberdeen. That means she will be claiming for a 1h23m delay, i.e. the 60-119 min category - if she arrived less late than that due to the lift, she should claim accordingly.

 

[Haywain]

Her ticket will presumably be to Inverurie so she needs to claim based on her delay in arriving at Inverurie, not Aberdeen.

I disagree - it is perfectly legitimate to not complete the journey on the ticket and the claim should not be falsified, which is essentially what you are suggesting. The delay was such that not completing the journey was a reasonable thing to do and probably mitigated the delay.

 

[Watershed]

I disagree - it is perfectly legitimate to not complete the journey on the ticket and the claim should not be falsified, which is essentially what you are suggesting. The delay was such that not completing the journey was a reasonable thing to do and probably mitigated the delay.

You then get into the question of whether a claim can be made at all, given that break of journey is not supposed to be allowed on Advance tickets.

I would suggest that in this case, the journey was still completed. Just not by train the entire way.

 

[c52]

Good point about advance tickets

== Doublepost prevention - post automatically merged: 6 Dec 2025 ==

Restarting my laptop, or waiting a couple of days, resolved the problem with uploading tickets.

They allow you to abandon the journey, so I told them that's what had happened.

Thanks for all replies.