LNER Delay repay difficulties

[4489DofC]

Hi, I completed this journey from York to Sandy on the 10th of September, but cannot start a delay repay claim as LNER claim it is a zero minute delay.

The tickets were split at Doncaster and were advance singles for Ticket 1 - (15:55 from York to Doncaster ), Ticket 2 - (16:18 from Doncaster to Peterborough (same train as York to Doncaster) and 17:33 Peterborough to Sandy)
Due to the 37-minute late arrival at Peterborough, we had to catch the 17:52 to Sandy. This ran to time, and we arrived at Sandy 30 minutes later than the intended journey.

As seen in the image above, the LNER delay repay website does not consider this a delay and I cannot continue this claim on the online portal.
I assume I have to email the customer service team to get this sorted, but it is very disappointing that the online portal cannot deal with a single missed connection.

 

[cumbrianbill]

Hi, I completed this journey from York to Sandy on the 10th of September, but cannot start a delay repay claim as LNER claim it is a zero minute delay.
View attachment 211449
The tickets were split at Doncaster and were advance singles for Ticket 1 - (15:55 from York to Doncaster ), Ticket 2 - (16:18 from Doncaster to Peterborough (same train as York to Doncaster) and 17:33 Peterborough to Sandy)
Due to the 37-minute late arrival at Peterborough, we had to catch the 17:52 to Sandy. This ran to time, and we arrived at Sandy 30 minutes later than the intended journey.

As seen in the image above, the LNER delay repay website does not consider this a delay and I cannot continue this claim on the online portal.
I assume I have to email the customer service team to get this sorted, but it is very disappointing that the online portal cannot deal with a single missed

Hi, I completed this journey from York to Sandy on the 10th of September, but cannot start a delay repay claim as LNER claim it is a zero minute delay.
View attachment 211449
The tickets were split at Doncaster and were advance singles for Ticket 1 - (15:55 from York to Doncaster ), Ticket 2 - (16:18 from Doncaster to Peterborough (same train as York to Doncaster) and 17:33 Peterborough to Sandy)
Due to the 37-minute late arrival at Peterborough, we had to catch the 17:52 to Sandy. This ran to time, and we arrived at Sandy 30 minutes later than the intended journey.

As seen in the image above, the LNER delay repay website does not consider this a delay and I cannot continue this claim on the online portal.
I assume I have to email the customer service team to get this sorted, but it is very disappointing that the online portal cannot deal with a single missed connection.

Your original itinerary was for a 17.55 arrival in Sandy. Your actual arrival time at Sandy shows on real time trains as 18.25 - a delay of 30 minutes. LNER's delay repay promise is paying out for delays of more than 30 minutes. Small margins.

 

[WelshBluebird]

Your original itinerary was for a 17.55 arrival in Sandy. Your actual arrival time at Sandy shows on real time trains as 18.25 - a delay of 30 minutes. LNER's delay repay promise is paying out for delays of more than 30 minutes. Small margins.

Delay Repay kicks in AT 30 minutes. Not after. At.

 

[cumbrianbill]

Delay Repay kicks in AT 30 minutes. Not after. At.

The delay repay page at LNER actually has two definitions. It says delay repay kicks in at 30 minutes and then goes on to say that if you're delayed by more than 30 minutes then you can claim. Who knows which definition their AI works from.

 

[skyhigh]

The delay repay page at LNER actually has two definitions. It says delay repay kicks in at 30 minutes and then goes on to say that if you're delayed by more than 30 minutes then you can claim. Who knows which definition their AI works from.

It is definitely at 30 minutes.

 

[MrJeeves]

The crossed out Peterborough - Sandy train under "Amended" makes me think the LNER form is quite confused and thinks that train was also cancelled when it wasn't.

I then think it's compared the delayed arrival time at Peterborough with the scheduled arrival at Sandy, and produced a negative number which it has "corrected" to 0 minutes to represent no delay.

I'd simply try going through the form a second time in case it's corrected itself, to be honest. Potentially even manually entering your amended itinerary (I think this is an option offered?) may work. Failing that, contact LNER.

 

[Haywain]

I cannot understand how that delay has been arrived at but it's an automated system and they get things wrong.

I assume I have to email the customer service team to get this sorted,

Or contact them by phone or whatever. It certainly isn't going to sort itself out.

 

[robbeech]

For quite some time another operator’s delay repay automated system was programmed (incorrectly) to compare to the scheduled time rather than the actual time on a missed connection.

As such if you were late it would pay out as normal (unless it rejected for one of the countless other BS reasons it rejected) but if you missed a connection it would essentially just assume that the next train was on tome and pay out (or not) based on that. With a clock face timetable that usually paid out the correct amount but if the subsequent train was late (or also cancelled) it didn’t take this into account. This issue was rectified but it took several months.