Rejected Delay Repay Claim

[fishball]

Hello, I have had a delay repay claim rejected even after appeal, with the reason stated being that the arrival times I have calculated are disputed. I am wondering what further course of action I am able to take.

My ticket was an advance single from Sheffield to Basingstoke for the 7th of July, with the only restriction being for the 12:35 EMR to St Pancras.

The route I intended to choose afterwards was the 15:50 SWR from Waterloo to Basingstoke.

The 15:50 was cancelled, and the next train, the 16:05, arrived 12 minutes late at 16:59 meaning the total arrival was 26 minutes late.

The 15:50 was the first train I could have theoretically made considering the 51 minute minimum connection time from St Pancras to Waterloo, so can anyone shed some light into why my claim was denied?

Thank you.

 

[AlterEgo]

Have you claimed from SWR? I can see your inbound train from Sheffield was late too.

 

[Watershed]

What does the rejection email state?

 

[Mcr Warrior]

The 12:35 departure from Sheffield should have arrived London 14:39. Actual arrival was 14:56. However, wasn't travelling via Paddington (dep 15:30) and Reading (dep 16:07) potentially still the slightly quicker way to have gotten to Basingstoke on 7th July? Arriving 16:36. Only 2 mins late. Therefore no Delay Repay?

 

[AlterEgo]

The 12:35 departure from Sheffield should have arrived London 14:39. Actual arrival was 14:56. However, wasn't travelling via Paddington (dep 15:30) and Reading (dep 16:07) potentially still the slightly quicker way to have gotten to Basingstoke on 7th July? Arriving 16:36. Only 2 mins late. Therefore no Delay Repay?

The connection between St Pancras and Paddington is 45 minutes, so that wouldn't have been a valid connection after the delay. Also aren't those reservable services?

 

[fishball]

Have you claimed from SWR? I can see your inbound train from Sheffield was late too.

Hello, yes I have claimed from SWR.

== Doublepost prevention - post automatically merged: 13 Jul 2026 ==

What does the rejection email state?

Hello, the reason for rejection was given as follows:

“I dispute the arrival times of the services you calculated”

with no further explanation.

 

[AlterEgo]

Hello, yes I have claimed from SWR.

== Doublepost prevention - post automatically merged: 13 Jul 2026 ==


Hello, the reason for rejection was given as follows:

“I dispute the arrival times of the services you calculated”

with no further explanation.

Ask them to escalate the case to management, and if you get no joy, ask for a deadlock letter to take it to the ombudsman.