I travelled with a LNER+connections Advance to Haymarket - LNER to Edinburgh, Scotrail onwards. The LNER train arrived in Waverely 88 mins late. Obviously the booked connection to Haymarket had long gone so I took the next service to depart, arriving in Haymarket 85 mins after my scheduled arrival time.
One click DR is not available due to the connection being Scotrail so I used the online form. After entering the scheduled itinerary the system identified the LNER late running and offered a choice to select which trains I actually took. When I selected the actual journey the message came back "Delayed by 0 minutes ..... the train you were travelling on does not qualify for Delay Repay compensation. Our scheme compensates for delays of 30 minutes or more. Therefore, we are unable to compensate you on this occasion."
Yes the train from Waverley to Haymarket was on time but that is competely irrelevant when the preceding LNER train was the one which was delayed, as confirmed by LNER themselves in the DR system.
After attempts to circumvate the above failed I contacted LNER Customer Services who strongly implied that this was an error which was known about. One assumes they are going to fix it, but in the meantime some people are likely to just accept they are not due compensation and not pursue the matter, especially if the amount concerned is a lot less than the DR I am due.
Can anyone provide any further insight on this ?
One click DR is not available due to the connection being Scotrail so I used the online form. After entering the scheduled itinerary the system identified the LNER late running and offered a choice to select which trains I actually took. When I selected the actual journey the message came back "Delayed by 0 minutes ..... the train you were travelling on does not qualify for Delay Repay compensation. Our scheme compensates for delays of 30 minutes or more. Therefore, we are unable to compensate you on this occasion."
Yes the train from Waverley to Haymarket was on time but that is competely irrelevant when the preceding LNER train was the one which was delayed, as confirmed by LNER themselves in the DR system.
After attempts to circumvate the above failed I contacted LNER Customer Services who strongly implied that this was an error which was known about. One assumes they are going to fix it, but in the meantime some people are likely to just accept they are not due compensation and not pursue the matter, especially if the amount concerned is a lot less than the DR I am due.
Can anyone provide any further insight on this ?
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