TfL Delay Repay?

[rubin]

I recently I bought a rail paper ticket from Canada Water to Bristol (changed at Canary Wharf & London Paddington).

Due to the Elisabeth line delayed between Canary Wharf and London Paddington, I missed the train to Bristol, so was delayed for more than 1 hours.

I assume TfL is the one should be responsible for the whole delay, as it was delayed on their service first. However, after I contacted Tfl they emailed me that they are only able to refund the part of the journey that we operate, which in this case is the Elizabeth line service between Canary Wharf and London Paddington, so can issue me £2.90.

Is that correct? as normally the first delayed company should be responsible for the overall delay on the ticket as I am expecting compensation of (£27.90= return ticket price from Canada Water to Bristol Temple Meads £55.8*50% which is for delayed between 60 and 119 mins). Or TfL did apply to different rules?

 

[jon81uk]

The TfL page for Elizabeth Line delays is here https://tfl.gov.uk/fares/refunds-and-replacements/overground-and-elizabeth-line-delays and states "If your claim is successful, you'll be refunded the value of a single fare for the delayed journey." I think TfL therefore believe that is all they owe you because they rarely have to deal with through tickets such as yours, most people are using TfL-only tickets on contactless/Oyster.

 

[Horizon22]

To confirm, you used your paper ticket the whole way? You didn't tap in with contactless / Oyster at any point?

 

[rubin]

To confirm, you used your paper ticket the whole way? You didn't tap in with contactless / Oyster at any point?

yes paper ticket the whole way

 

[yorkie]

TfL do not operate a "Delay Repay" scheme.

However, TfL are bound by the National Rail Conditions of Travel which includes a statutory level of delay compensation, which is significantly less generous than the Delay Repay schemes operated by most train companies.

Sadly, TfL are very keen to mislead people into erroneously believe they are not part of National Rail and that the NRCoT doesn't apply. TfL are very wrong on this matter, however there is no regulator, ombudsman or passenger watchdog who has the knowledge, power and desire to actually hold TfL to account. Therefore, TfL are able to continue to mislead people and attempt to get out of their obligations on a regular basis. I see nor prospect of this changing anytime soon.

The NRCoT states:

You are entitled to compensation if the delay was 60 minutes or longer, regardless of fault. Compensation is based on the delay in your arrival time at the destination station, as compared to the arrival time shown in the timetable in place on the day that you travel.

The amount payable is 50% of the cost if you held a Single ticket, or 25% of the cost if you used a return ticket, as detailed on page 24.

You should go back to TfL and ask them to reconsider and if they are not prepared to give the correct compensation, state they are "in deadlock" (or similar wording, e.g. "final decision"). You can then open a case with the Rail Ombudsman.

Please let us know how you get on.

 

[AlterEgo]

I recently I bought a rail paper ticket from Canada Water to Bristol (changed at Canary Wharf & London Paddington).

Due to the Elisabeth line delayed between Canary Wharf and London Paddington, I missed the train to Bristol, so was delayed for more than 1 hours.

What was the exact journey you took? Lay out the departure times of each train you intended to take, and tell us the date.

 

[Sonic1234]

If you haven't already, send them a photo of your paper ticket. Their website says it needs to be posted to them, but I've found email is sufficient on the 2 occassions I've claimed from TfL.

 

[michael8]

Don't you claim it with the company from which you bought it ?

 

[Joe Paxton]

What was the exact journey you took? Lay out the departure times of each train you intended to take, and tell us the date.

Indeed, the timings are crucial - OP, you must share this info before anything definitive can be stated.

Don't you claim it with the company from which you bought it ?

No. Valid delay claims are made from the operator that caused the delay.

See the NRE website for more details:
https://www.nationalrail.co.uk/help-and-assistance/compensation-and-refunds/

 

[jayah]

TfL do not operate a "Delay Repay" scheme.

However, TfL are bound by the National Rail Conditions of Travel which includes a statutory level of delay compensation, which is significantly less generous than the Delay Repay schemes operated by most train companies.

Sadly, TfL are very keen to mislead people into erroneously believe they are not part of National Rail and that the NRCoT doesn't apply. TfL are very wrong on this matter, however there is no regulator, ombudsman or passenger watchdog who has the knowledge, power and desire to actually hold TfL to account. Therefore, TfL are able to continue to mislead people and attempt to get out of their obligations on a regular basis. I see nor prospect of this changing anytime soon.

The NRCoT states:


The amount payable is 50% of the cost if you held a Single ticket, or 25% of the cost if you used a return ticket, as detailed on page 24.

You should go back to TfL and ask them to reconsider and if they are not prepared to give the correct compensation, state they are "in deadlock" (or similar wording, e.g. "final decision"). You can then open a case with the Rail Ombudsman.

Please let us know how you get on.

The Conditions of Travel say all TOCs have to meet the minimum in NCOT.

The NCOT website lists London Overground and Elizabeth Line as operators.

Many Elizabeth Line stations proudly display the National Rail logo outside the entrance!

 

[yorkie]

@rubin what happened with this? Do you require any assistance? Is the matter resolved, or with the Ombudsman, or something else?