Merseyrail Delay Repay

[sansyy]

Hello I recently submitted 3 individual claims for the same day due to multiple delays making me and my 2 friends struggle to travel. I am worried that the claim will be denied as I claimed them myself as my friends didn’t know how to fill out the form correctly so I did it on their behalf by putting my details in and just forwarding the money after it is deposited in my account.

We all carried a day saver ticket and all decided not travel facing delays and cancellations with the New Brighton line and the Southport line having cancellations and failures.

My concern is that because I am making 3 claims at once it’ll be seen as fraudulent as that’s abnormal but all 3 tickets are blatantly different as being purchased from different stations.

My friends origin from Southport and City Centre and I got mine from Chester and due to cancellations we all ended up getting the bus (X2, X1 and then 471). What’s the chances of being denied?

 

[Bletchleyite]

If you didn't travel, you need to apply for a refund, not delay compensation.

In future you may want to consider a Saveaway instead, this is valid on buses too (albeit not all the way to Chester so maybe not for yourself). Probably not worth it for a simple return bus journey due to the £2 thing but if two buses were needed it would have been worthwhile.

 

[sansyy]

If you didn't travel, you need to apply for a refund, not delay compensation.

In future you may want to consider a Saveaway instead, this is valid on buses too (albeit not all the way to Chester so maybe not for yourself). Probably not worth it for a simple return bus journey due to the £2 thing but if two buses were needed it would have been worthwhile.

With Merseyrail its easier to apply for delay compensation and just ask for a refund that way and they usually always refund. And yeah getting saveaways are harder for me and my friends aren't really clued in with trains and i just told them to get a day saver because they always insist on return tickets which can easily add up to quite a lot when we travel around.

 

[Djgr]

With Merseyrail its easier to apply for delay compensation and just ask for a refund that way and they usually always refund. And yeah getting saveaways are harder for me and my friends aren't really clued in with trains and i just told them to get a day saver because they always insist on return tickets which can easily add up to quite a lot when we travel around.

If you didn't travel then claiming delay repay is not correct because there was no delay to claim.

As stated above Saveaway is a far superior ticket as it covers a much wider area (e.g. in addition to Merseyrail, Liverpool to Newton-le-Willows, Hough Green, Garswood. Southport to Meols Cop, Bidston to Heswall, Headbolt Lane to Rainford) and also includes all buses and ferries and costs buttons more.

 

[Tazi Hupefi]

First of all, Merseyrail do not operate Delay Repay.

You are also not entitled to compensation - you should not be claiming.

You are also not entitled to claim a refund on behalf of your friends either, unless you also purchased those tickets. The customer needs to apply for a refund. This needs to be the same retailer as who sold the ticket. If your friends purchased online and collected from the station, Merseyrail aren't going to be able to assist beyond sending the refund application on to Trainline etc.

You are entitled to a full, fee free refund of your own ticket, providing the ticket was unused because of disruption.

The fact that delay compensation is perceived as easier to claim is not relevant - you need to urgently clarify your position with Merseyrail and set the record straight and explain what you have done / tried to do before it gets to any decision making stage.

This isn't to avoid the risk of a refund being refused, but the slight possibility of you being investigated for fraud/misuse.

 

[gray1404]

The fact it's a day saver ticket means it was most likely told by Merseyrail too. So you just need to clarify with Merseyrail you have submitted claims for your entire group.

 

[sansyy]

First of all, Merseyrail do not operate Delay Repay.

You are also not entitled to compensation - you should not be claiming.

You are also not entitled to claim a refund on behalf of your friends either, unless you also purchased those tickets. The customer needs to apply for a refund. This needs to be the same retailer as who sold the ticket. If your friends purchased online and collected from the station, Merseyrail aren't going to be able to assist beyond sending the refund application on to Trainline etc.

You are entitled to a full, fee free refund of your own ticket, providing the ticket was unused because of disruption.

The fact that delay compensation is perceived as easier to claim is not relevant - you need to urgently clarify your position with Merseyrail and set the record straight and explain what you have done / tried to do before it gets to any decision making stage.

This isn't to avoid the risk of a refund being refused, but the slight possibility of you being investigated for fraud/misuse.

The fact it's a day saver ticket means it was most likely told by Merseyrail too. So you just need to clarify with Merseyrail you have submitted claims for your entire group.

Merseyrail does operate compensation for delayed // cancelled travel and it states on their website I am allowed to claim a refund on the website. My concern was claiming for my friends and then I'd be giving the money to them. Also there is no comment box or way to give any reason as you just need to type the train that was cancelled // delayed and then a refund will be issued.

Refunds - Day Tickets

This information sets out Merseyrail’s claims process, which is in line with the National Conditions of Rail Travel.

www.merseyrail.org

 

[MrJeeves]

Merseyrail does operate compensation for delayed // cancelled travel and it states on their website I am allowed to claim a refund on the website.

A refund is not the same as compensation. Compensation implies that the service was used, but was below-standard and you are given something as a form of apology. A refund is simply you not using the service and receiving your money back.

It's very important not to confuse the two, as people who claim refunds on tickets they have used for travel can be forced to repay the money at a future date when an operator investigates their purchases and refunds, and falsely claiming delay repay for a service you've not actually travelled on also results in similar situations as well.

As you pointed out, and as other people have pointed out in the replies you quoted but have seemingly glossed over, you are entitled to a fee-free refund of your tickets if they are unused, which is done by filling out the contact form on the Merseyrail website you linked to.