London Northwestern can't find delay that happened (Delay Repay)

[VT 390]

I have put in 2 Delay Repay claims for the journeys that I took on 06/07/2019
https://www.railforums.co.uk/thread...-for-2-delays-on-a-day-ranger-and-how.185646/
One was to West Midlands railway and it says they are processing it but the I put in to London Northwestern Railway was not successful.
Only about 5 minutes after submitting the clam I got an email back saying:

Thank you for your delay repay claim for your journey between Crewe and Rugby on 06/07/2019 at 11:33 .

Our Delay Repay scheme applies to journeys where there has been a delay of 15 minutes or more. We have checked your journey and on this occasion, we could not find a delay of 15 minutes or more.

We accept any delay is frustrating, and we are sorry for any disruption caused to your journey on this day.

If you believe we have miscalculated your delay or you have further information to support your claim then please submit an appeal by logging on to your journey history.

When we have received this information we will review your claim within 10 working days.

Regards,

Delay Repay Team
London Northwestern Railway

I do not see why they are saying there was no delay of 15 minutes or more when there was as the train I was planning on getting was cancelled:
http://www.realtimetrains.co.uk/train/P45191/2019/07/06/advanced
and the next service got in over 30 minutes later.

Does anyone know what I should do at this point?

 

[sonic2009]

Reply to them and explain what train you got, the system i believe is an automated one, and sometimes has to go through manual checks.

 

[VT 390]

I contacted them and the claim was successful.
Does anyone know why there system did not think there was a delay as it was not a complicated claim involving changes or split tickets?

 

[yorkie]

I don't know, but a lot of companies struggle with this.

Claiming Delay Repay is often not worth the time involved to fill in the forms and - as is all too often the case - make appeals.

One was to West Midlands railway and it says they are processing it but the I put in to London Northwestern Railway was not successful.

These are brand names of the same train company, namely West Midlands Trains (WMT).