Southern - not given the correct delay repay

[GodAtum]

I submitted a delay repay claim for 10/8/24 from Victoria to East Croydon. The train was the East Grinstead 17:20 which was delayed on arrival by 60 mins.



However my claim was only approved for a 15-29 mins delay. How do I contact them?

 

[Fawkes Cat]

I submitted a delay repay claim for 10/8/24 from Victoria to East Croydon. The train was the East Grinstead 17:20 which was delayed on arrival by 60 mins.

View attachment 164086

However my claim was only approved for a 15-29 mins delay. How do I contact them?

View attachment 164087

I imagine that there’s an appeal address given elsewhere in the email that you received.

But how much were you actually delayed? Looking at next Saturday’s service I see there are nine services to East Croydon between the scheduled departure at 1720 and the actual departure at 1817. I haven’t been able to look at what really happened on 10 August but if something ran leaving at or after 1720 and before 1817 wouldn’t a passenger be expected to use that to minimise their delay?

 

[WesternLancer]

I submitted a delay repay claim for 10/8/24 from Victoria to East Croydon. The train was the East Grinstead 17:20 which was delayed on arrival by 60 mins.

View attachment 164086

However my claim was only approved for a 15-29 mins delay. How do I contact them?

View attachment 164087

Appeal process for southern delay repay is a pain and hard to find. Iirc it is something like resubmitting your claim. Might be explained under their faqs or possibly via customer services.
Or via a ‘contact us’ form on website.

It’s definitely more complicated than it needs to be and I suspect that is no accident.

 

[MrJeeves]

But how much were you actually delayed? Looking at next Saturday’s service I see there are nine services to East Croydon between the scheduled departure at 1720 and the actual departure at 1817. I haven’t been able to look at what really happened on 10 August but if something ran leaving at or after 1720 and before 1817 wouldn’t a passenger be expected to use that to minimise their delay?

I believe that if OP wanted the 1720, they could have instead taken the delayed 1654, which left at 1749.

This would have arrived at East Croydon at 1807, 28 minutes after the 1720 was scheduled to arrive, meaning the delay repay amount is correct by this logic.

Realtime Trains | 1720 London Victoria to East Grinstead | 10/08/2024

Real-time train running information for 1720 departure from London Victoria to East Grinstead on 10/08/2024. From Realtime Trains, an independent source of train running info for Great Britain.

www.realtimetrains.co.uk

Realtime Trains | 1654 London Victoria to Ore | 10/08/2024

Real-time train running information for 1654 departure from London Victoria to Ore on 10/08/2024. From Realtime Trains, an independent source of train running info for Great Britain.

www.realtimetrains.co.uk

 

[GodAtum]

Unfortunately there was a "track circuit failure" which meant there was nothing coming in or out for a while. This meant there was a queue of passengers so I could not get on the first few trains leaving.

 

[Islineclear3_1]

Is it really worth the hassle?

 

[30907]

Purely for info: the delay on arrival is shown as 58min, not 60. Try resubmitting on that basis?

 

[MrJeeves]

Unfortunately there was a "track circuit failure" which meant there was nothing coming in or out for a while. This meant there was a queue of passengers so I could not get on the first few trains leaving.

You'll realistically need to contact GTR via email or via Twitter/X and provide the details of your original claim and your reasoning.