Northern - Delay Repay knockback

[Grumpy Git]

I was on the cancelled 10.26 LPY- MIA on Sunday which was cancelled at Piccadilly.

Northern have just refused my delay repay as they said I didn't travel! I assume this is because the barriers at LPY were open, so my ticket wasn't validated, can someone please confirm?

Also, where do I stand legally if I claim the cost of the taxi required to complete my journey (I understand no RRB's were provided)?

Thanks in advance.

 

[gray1404]

Northern will have no proof whatsoever that you didn't travel so you need to appeal the claim. It is quite simple, you are appealing the claim as they have incorrectly rejected it. You did travel. A ticket does not become validated as such upon scanning it at the ticket barrier.

With regards to the taxi, that is a claim under the Consumer Right Act I assume? The first step there would be to fill out the complaint form on the Northern website and attach a copy of your train ticket and taxi receipt and ask them to send you a cheque for that amount. I assume there was no alternative rail services or buses provided.

 

[Grumpy Git]

Thanks for the comprehensive reply.

So am I correct in assuming Northern are simply "trying it on"?

 

[Bletchleyite]

Hang on, is the scenario that the train was on time at Piccadilly but cancelled there, and you took a taxi yourself to complete the journey to the Airport?

They know you didn't travel to the Airport by train because nobody did; no service was provided.

You are indeed not entitled to Delay Repay, but may have some luck with customer services to claim the taxi fare, or possibly your travel insurance assuming you weren't just going to the airport to planespot.

If the train was late at Picc and the ticket allows break of journey, you could claim based on the delay there as you finished short, potentially?

 

[gray1404]

It is not uncommon for them to reject valid delay repay claims and give a totally incorrect reason for doing so. You just need to be persistent with them. Appeal the delay repay claim and submit your taxi fare receipt as a complaint/claim under the Consumer Right Act.

If they still don't budge then you have the option of taking your complaint to the Rail Ombudsman for review and a decision.

 

[gray1404]

You ARE entitled to Delay Repay if you arrived at Manchester Airport (in your case in the taxi you took) 15 or more minutes later then the time that the train should arrived by.

 

[1955LR]

I have successfully claimed taxi fares to get me home from GWR, West Midland Railways and Arriva ( before TfW) when I was delayed such as I missed the last bus home due to late running trains. . Yours is different as you used the taxi to complete the journey that you had already paid for, to Northern . I would want the Taxi fare and any delay repay if due.

 

[Grumpy Git]

Called their helpline. Not too long to be answered and they were very polite and advised that the system rejects these (as you rightly say), because the journey was not completed. Farcical system nevertheless!

Anyway, the kind lady advised I was entitled to a full refund, but as her system was down someone would call me back. As an aside I was at least 30 minutes late arriving at Manchester airport.

I was on another call when they tried to call me back, so still not resolved, but I'm hopeful all should be well?

If the full return ticket cost is refunded, I shall not bother with chasing the taxi cost as I shared with 4 others so only paid an additional £7.

The ticket cost was £19.20

The delay repay system must have some real numpties looking at claims, unless it's just useless automated software?

 

[gray1404]

You are entitled to claim the taxi fare back plus have your delay repay.

I once caught a taxi and other passengers wanted to share it with me. I was happy to pay the full cost myself as I knew I'd eventually get the money back from the TOC. When I claimed the back from the TOC I gave the name and address of the chap I shared with (who also text me his delay repay reference number) so I was able to demonstrate to the TOC that I'd saved them money - in that they were only paying for one taxi rather then 2. Of course, I explained to the other chap my intention to claim delay repay and why I wanted his details. He was made up as he'd never heard of delay repay.

 

[robbeech]

Ah the humble Northern Random excuse generator still in force.

There's a number of tests results that show 4 identical delays and 4 different results / rejection reasons*

*actually in one case it was 3 and one approval which some how seems worse.