Timetable Change/Delay Repay?

[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

 

[Belperpete]

What was the reason they gave for declining the delay repay? And have you considered appealing? It is quite common for claims to be automatically declined, but accepted on appeal.

If a train is cancelled, and you have to catch a later train, then you are entitled to claim for the resulting delay. However, if they have retimetabled the train in advance, then you might not get anything. You need to check yourself on the day if your train has been amended - you may not get any notification depending on what type of ticket you bought and how you bought it.

What reasons did you give on your delay claim for the late arrival - train cancelled or train ran late? Giving the "wrong" reason can sometimes lead to a claim being declined. If Trainpal was showing them as cancelled, then I would have put "Train cancelled" as the reason. What makes you think that the trains were running on an amended timetable? Did they depart at the advertised time and then arrive late at destination? Or did they depart at a different time to those you had booked for?

 

[Tom]

What reasons did you give on your delay claim for the late arrival - train cancelled or train ran late? Giving the "wrong" reason can sometimes lead to a claim being declined. If Trainpal was showing them as cancelled, then I would have put "Train cancelled" as the reason. What makes you think that the trains were running on an amended timetable? Did they depart at the advertised time and then arrive late at destination? Or did they depart at a different time to those you had booked for?

I’m assuming these were booked before mid August ish when the emergency timetable came in which adds an hour journey time each way to/from Exeter. Every other train has been cancelled and they’ve essentially altered the timetable such that one train is cancelled (but still running perceptively on the day, just arrives an hour later at Salisbury onwards) and one is altered to run up to an hour earlier towards London, and later from London.

TrainPal should have notified from to the timetable comparator service though. There’s been quite a few issues with how SWR have done it (and more how TCS has also interpreted it) - even if it was probably the right way to do it to maintain the timings at London on each service.