TFW/GWR delay repay declined

[madgagoo]

Hi,

I took a TFW service from Swansea on 29 August at 13:54. This was scheduled to arrive at 15:02 but was delayed and arrived into Newport late. At the time I didn't take a note of the actual time of arrival.

I just made the connecting GWR 15:14 service, which is shown as departing at 15:15 according to ontimetrains.co.uk. Again, unfortunately I didn't take notice of the actual time of departure. This train was subsequently cancelled due to driver illness. I eventually arrived at my destination around 62 minutes late.

I originally submitted a delay repay claim to GWR. They rejected it saying that it was TFW's fault.

I submitted a claim to TFW. They rejected it, saying it was GWR's fault and forwarded the claim to GWR. GWR rejected it again, saying it was TFW's fault.

The problem, I think, is that the TFW service is showing on their systems (and ontimetrins.co.uk) as having arrived at 15:23 which (unless I have turned into Dr Who) would make it impossible for me to take the 15:14 (departed 15:15) GWR service. However, I was on the 15:14 service so either the TFW service arrived earlier than records show, or the GWR service departed later.

Each TOC says the eventual delay was the other's fault. Probably not relevant but I was on a return split ticket (via Cardiff Central) which was originally bought from GWR.

Any suggestions as to the best way to approach this?

 

[Watershed]

Hi,

I took a TFW service from Swansea on 29 August at 13:54. This was scheduled to arrive at 15:02 but was delayed and arrived into Newport late. At the time I didn't take a note of the actual time of arrival.

I just made the connecting GWR 15:14 service, which is shown as departing at 15:15 according to ontimetrains.co.uk. Again, unfortunately I didn't take notice of the actual time of departure. This train was subsequently cancelled due to driver illness. I eventually arrived at my destination around 62 minutes late.

I originally submitted a delay repay claim to GWR. They rejected it saying that it was TFW's fault.

I submitted a claim to TFW. They rejected it, saying it was GWR's fault and forwarded the claim to GWR. GWR rejected it again, saying it was TFW's fault.

The problem, I think, is that the TFW service is showing on their systems (and ontimetrins.co.uk) as having arrived at 15:23 which (unless I have turned into Dr Who) would make it impossible for me to take the 15:14 (departed 15:15) GWR service. However, I was on the 15:14 service so either the TFW service arrived earlier than records show, or the GWR service departed later.

Each TOC says the eventual delay was the other's fault. Probably not relevant but I was on a return split ticket (via Cardiff Central) which was originally bought from GWR.

Any suggestions as to the best way to approach this?

As you actually made your connection at Newport, it is GWR who should be paying your claim and they were wrong to deny it and to refer you to TfW. If GWR's claim portal lets you raise an appeal then do so. If not, raise a complaint with GWR about the incorrect rejection of your claim.

It may just be that GWR are using the running data, which as you say would not show you as having made the connection.