London Northwestern delay repay

[gembercannelle]

I have been delayed a few times recently by LNR, travelling on Advance single tickets. After submitting delay repay claim I received an email from a "noreply" address saying that "ticket duration is missing" and inviting me to fill/to update the form. Unfortunately, their form is not working on any of my devices, never mind which browser I use. I am a bit puzzled as to why this is needed at first place, as a copy of an advance ticket should suffice.

Any advice? I tried to email them, and got reply from Trainline asking me to call. I am abroad and would rather avoid phonecalls. I have neither X not FaceBook account. Is there another way to get it sorted?

 

[PeachLillabo]

I had this exact issue with them a few weeks ago. After the submitting the claim an email saying "Ticket Duration Missing" with a link to their form which doesnt work.

I sent them an email the same day with the claim reference and all details for the ticket held - while never received a written response back from customer services, 8 days later I recieved back to back emails saying my claim was now being processed and that my claim was then approved.

Sounds like you might have contacted the email address specifically for ticketing since the reply was from Trainline and who won't be able to help. I contacted LNR/WMR directly using customer.relations@wmtrains.co.uk so I would recommend dropping them an email.

 

[gembercannelle]

I had this exact issue with them a few weeks ago. After the submitting the claim an email saying "Ticket Duration Missing" with a link to their form which doesnt work.

I sent them an email the same day with the claim reference and all details for the ticket held - while never received a written response back from customer services, 8 days later I recieved back to back emails saying my claim was now being processed and that my claim was then approved.

Sounds like you might have contacted the email address specifically for ticketing since the reply was from Trainline and who won't be able to help. I contacted LNR/WMR directly using customer.relations@wmtrains.co.uk so I would recommend dropping them an email.

Thank you. Indeed, I have had to email this address previously when I was delayed by WMR, but it has not occurred to me that I can use the same address for LNR. For some reason, the issue occurs only for Advance tickets, delay repay claims for "anytime" and "off-peak" go through just fine.

Edit to add: there are further issues for non-standard tickets, e.g. tickets bought with two together railcard are not recognised by the system and delay repay claims for those require manual processing.

 

[yorkie]

Thank you. Indeed, I have had to email this address previously when I was delayed by WMR, but it has not occurred to me that I can use the same address for LNR. For some reason, the issue occurs only for Advance tickets, "anytime" and "off-peak" go though just fine.

LNR/WMR are merely brand names of the train company called West Midlands Trains.

 

[gembercannelle]

LNR/WMR are merely brand names of the train company called West Midlands Trains.

In which case I am very surprised that their sales team has not redirected me to the Customer Relations.