Slightly confused with delay repay

[Pumperkin]

Hi, I had a journey today which included WMT and the WMT part didn't run meaning I was delayed by 28 minutes (although could have been a lot more if I was slower!). Just wondering who I submit to and which tickets to list. Itinerary as follows:

15/02/2020
Sandwell to Wolverhampton on Single ticket £3.70 off peak
08:48 Wolverhampton to Stoke Advance Single £4.20
09:20 (Same train) Stoke to Manchester Advance single £8.50

16/02/2020
10:35 Manchester to Stoke Advance single £8.50
11:34 Stoke to Wolverhampton £5.50 advance single WMT
12:17 Wolverhampton to Sandwell (cost on Stoke to Wolverhampton ticket as issied Stoke -> Sandwell).

Tickets bought as complete journey through Trainsplit.

All went OK on the way in.. slight delays but ended up at Manchester on time.

On way back, first train was fine. Got off at Stoke to see no WMT services running. Asked at info desk and told no restrictions lifted so was faced with £16 odd single, wait until a WMT appears or chance it on XC. Saw then that all trains on NRE app Stoke -> Sandwell cancelled. Seems a problem between Smethwick Galton Bridge and Sandwell was the cause. Info guy then spots me and advises restrictions now lifted so can get 12:06 to Wolverhampton with 4 mins change onto Sandwell train. Train was actually a minute late but managed to sprint Plat 3 -> 4 and ended up at Sandwell approx 12:59 (definitely not the 30 minutes!).

Bit confused as to which part of the journey counts for delay. Is it just Stoke -> Sandwell bit? Avanti did their bit in getting me to Stoke on time and WMT were only paid for Stoke -> Sandwell.

Seems it might be as piddly as 25% of £5.50 but not sure if I just submit whole return and it's 25% of that irrespective of TOC?

Sorry for long post!

 

[Hadders]

You may use more than one ticket to make a journey. You can claim Delay Repay if your journey is delayed.

So you can claim for your whole journey from Manchester to Sandwell. You claim from WMT as they were the train company who caused the delay.

The only caveat is that you must allow sufficient time where you change trains but as you purchased through Trainsplit this is not a problem as the itinerary issued will take account of this automatically.

 

[Baxenden Bank]

Your claim should be to the operator that caused the initial delay. Which, if I read your post correctly, is WMT (actually London Northwestern, although they do seem rather confused whether the left or right arm runs which route or manages which station, hey ho).

Ensure you explain that your split tickets constitute a single journey! I have no experience of their current claims procedure, it may be easier to send it by post if, for example, you cannot upload all of the relevent tickets.

I understand (via this forum) that Trainsplit are very good at supporting customers who have issues with recalcitrant TOCS trying to avoid paying out.

As to the value of your claim. Screw WMT/LNR for every penny you can. They provide an appalling service and treat customers like dirt.

 

[Hadders]

WMT have paid delay repay to me when using split tickets with no hassle.

When you get to uploading the tickets I suggest you take a photo of all the tickets as one photo. Just add up the price of all the tickets and put that down as the price of the ticket. Just enter the ticket number of one of the tickets, maybe choose the one that the delay occurred on).

 

[JBuchananGB]

I have used WMT's delay repay. You have to enter each leg of your intended itinerary, and upload a photo or scan of your tickets.
https://www.westmidlandsrailway.co.uk/about-us/delay-repay
Your claim is based on the £14 total journey cost, and for a 28 minute delay, so can get £3.50 off them. (I got £3.63 when I claimed!)

You may have to spell out which trains you actually travelled on.

 

[SickyNicky]

Yeah - WMT seem to be good at paying out for splits. But in any case, we have industry guidance available that we can quote when a TOC decides to get difficult now. It's now clear across the industry that split tickets are always combined when seeking compensation.

 

[Pumperkin]

Hi all. Thanks for your help!
Does it make any difference that I managed to make an unofficial connection at Wolverhampton? AFAIK it's 5 mins and I had 3. My heart didn't thank me running up and down those stairs!

 

[JBuchananGB]

All that matters is that you got there 28 minutes after you should have. From looking at RTT I think you would have had to wait an hour if you hadn't made the connection.

 

[Pumperkin]

All that matters is that you got there 28 minutes after you should have. From looking at RTT I think you would have had to wait an hour if you hadn't made the connection.

Soo... WMT should thank me for my fitness and meet me at 50% refund?

 

[d9009alycidon]

Apologies if this is off topic but not wanting to start a whole new thread for one question. I frequently book train travel for business trips in the UK via trainline, I pay with a company credit card and the payment to the card is dealt with via our corporate travel system. Twice recently I was heavily delayed and the announcements were made to ensure that we claim our delay repay, I have not made the claim as it is more trouble than it is worth to process a refund through the corporate travel system, but I have now been told that I don't need to specify the credit card that I used to pay for the tickets and that I could get the money refunded to me personally, is this correct?

 

[JBuchananGB]

It may vary with TOCs, but because Delay Repay is paid from the TOC who delayed you, not from the retailer who sold you the ticket, there is no linkage to the payment card used to buy the ticket. Delay Repay can be paid by cheque, or by a credit to a card you nominate during the claim process, or by Rail Travel Vouchers. The compensation is due to you, because you were inconvenienced, not to the company who paid for the ticket, which may not have been inconvenienced at all.

 

[tomwills98]

Apologies if this is off topic but not wanting to start a whole new thread for one question. I frequently book train travel for business trips in the UK via trainline, I pay with a company credit card and the payment to the card is dealt with via our corporate travel system. Twice recently I was heavily delayed and the announcements were made to ensure that we claim our delay repay, I have not made the claim as it is more trouble than it is worth to process a refund through the corporate travel system, but I have now been told that I don't need to specify the credit card that I used to pay for the tickets and that I could get the money refunded to me personally, is this correct?

It would only go direct back to the corporate card if the tickets were submitted for a refund. If you made a DR claim you could put your own address for a cheque, email for PayPal or, bank details and we wouldn't know the difference when it gets processed. If your work is happy with it crack on and claim away.

 

[d9009alycidon]

Thanks - next time I will claim!

 

[_toommm_]

Thanks - next time I will claim!

Make sure to check your company policy though, as even though it was yourself personally that was delayed, some corporations want the Delay Repay to be paid back to them; whereas some aren't bothered.

 

[robbeech]

Make sure to check your company policy though, as even though it was yourself personally that was delayed, some corporations want the Delay Repay to be paid back to them; whereas some aren't bothered.

I think there are certain 'rules' about this and then there are 'laws' about this, although i don't know if anything is really law.

The way i see it, if you travel somewhere for work and they pay, and you are delayed home then the passenger is entitled to the compensation. This method of thinking affects me personally, in a negative financial way but i see it as fair. I will always let people claim it themselves and keep it in this situation.
However! if that person is being paid hourly for the time they are travelling, and a delay subsequently causes them to be paid for a longer period then they're not really being compensated for anything as they're being paid for the additional time. Some will see it differently and feel that as much money as possible should be squeezed from their employers.
I don't think a company could legally introduce a policy to recover the compensation themselves if at the time you are travelling you are not being paid.

 

[d9009alycidon]

Make sure to check your company policy though, as even though it was yourself personally that was delayed, some corporations want the Delay Repay to be paid back to them; whereas some aren't bothered.

Its an American company so I doubt if they have any idea what "delay repay" actually is!