SWR Ticket/Timetable Change Issue?

[fennreynolds]

Hey guys,

I booked two tickets for EXC>WAT(25 August, 11.30am) and WAT>EXC (31 August, 11:15am) through Trainpal.

When I went to check the tickets on the morning of the initial journey, it said the train had been cancelled in the Trainpal app. In fact, it looked it was running on an amended timetable and arrived into Waterloo an hour later than scheduled when I made the booking. I checked the return on that day, and it seemed like that was running fine.

In fact, on the day of the return - exactly the same thing happend, meaning I got to EXC an hour later than scheduled on the ticket I bought.

I tried to claim back through delay repay, but it was declined.

Is there a way I claim this back, as it was an hour delay on both journeys - and I wasn't notified of a cancelation or amended timetable? Anyone know how I would go about claiming if so?

Would really appreciate your knowledge! Thanks

 

[Haywain]

I tried to claim back through delay repay, but it was declined.

What reason was given for it being declined, and did you appeal the decision?

 

[fennreynolds]

The reason was

"We're sorry you experienced a delay on one of our services. We've reviewed your claim and calculated there was no delay. Therefore, on this occasion no compensation is due.

We used the following information to calculate your delay:
The intended leg from 11:30 EXETER CENTRAL left on time, scheduled to arrive at LONDON WATERLOO at 15:49, actually arrived 15:48.
Total journey delay: No delay - your intended arrival time was 15:49 and the calculated arrival time for your journey was 15:48."

But the train I had booked was supposed to get in at 14:49...? I think there were speed restriction put in place on the line, and they changed the timetable? I'm not sure.

I can appeal, is that the best thing to do? (Same story for the return leg)

 

[Mrmt]

Every 11.30 I have checked in the future timetables arrives at 15.49. It could be an error by trainpal

 

[AlterEgo]

The entitlement to delay repay kicking in relates to the timetable live at 10pm the previous day, not when you booked. This does not affect any statutory rights you have which you may consider taking legal action with.

== Doublepost prevention - post automatically merged: 14 Sep 2025 ==

Every 11.30 I have checked in the future timetables arrives at 15.49. It could be an error by trainpal

No, the timetable on that line has changed owing to infrastructure issues.

 

[fennreynolds]

The entitlement to delay repay kicks relates to the timetable live at 10pm the previous day, not when you booked. This does not affect any statutory rights you have which yiu may consider taking legal action with.

== Doublepost prevention - post automatically merged: 14 Sep 2025 ==


No, the timetable on that line has changed owing to infrastructure issues.

Hmm I've used their contact form to request a refund, explaining the issue, but I'm not holding out hope!

I wasn't notified of any timetable change, and I'm pretty sure I checked the day before on each occasion - but maybe I missed something!

 

[anothertyke]

As stated above there are problems around Honiton associated I believe with the dry weather affecting the embankments. There are speed restrictions which mean basically the service has been reduced to two hourly. You may have an issue with Trainpal not notifying you,but the change to the service was announced ahead of time and so I'm afraid you will not get anything out of the train operating company.

 

[Watershed]

Contrary to what others have suggested, my view is that Delay Repay cannot be based on a timetable that could be arbitrarily changed at any point; it is based on the timetable you agreed to when you bought your ticket. It certainly can't be based on a timetable you weren't notified of.

Of course the train companies will disagree, but it is one I would be pursuing if I were in your shoes. The first step would be to raise a complaint with SWR's customer services about your Delay Repay rejection (an appeal will be pointless since their system just looks at the latest schedule and doesn't take into account the argument you're making).

 

[fennreynolds]

Contrary to what others have suggested, my view is that Delay Repay cannot be based on a timetable that could be arbitrarily changed at any point; it is based on the timetable you agreed to when you bought your ticket. It certainly can't be based on a timetable you weren't notified of.

Of course the train companies will disagree, but it is one I would be pursuing if I were in your shoes. The first step would be to raise a complaint with SWR's customer services about your Delay Repay rejection (an appeal will be pointless since their system just looks at the latest schedule and doesn't take into account the argument you're making).

Absolutely will try with their CS team. Seems very unfair otherwise?