TPE rejected my delay repay claim

[Simon Hans]

Good morning

I was travelling back from Leeds to Durham on Tuesday. 10.47pm TPE train from Leeds direct to Durham.

This train was cancelled and we were told to get a later TPE train to York, change there and get an LNER to Durham

I arrived in Durham 48 minutes later than if I’d been able to get the original train that was cancelled.

I submitted a delay repay claim on the TPE website (although I had bought my tickets from the LNER website I believe this is the correct process, correct me if I am wrong). I selected a 30-59 minute delay.

They’ve rejected my claim and I don’t understand why.

Have I done something wrong procedurally? What should I do next?

 

[londonbridge]

It sounds as though you have a valid claim, could you please post in full your original itinerary, your actual departure and arrival times, and the reason (if any) given for the rejection, and we’ll be able to assist you further.

 

[AlterEgo]

Did you definitely put in the 10:47pm train as the one you intended to take, and not the later one you ended up taking?

 

[trainhero]

Since TPE caused your delay, you need to claim through TPE, that's right. It's difficult to advise you further unless you share TPE's reason for the rejection.

 

[Simon Hans]

Did you definitely put in the 10:47pm train as the one you intended to take, and not the later one you ended up taking?

It didn’t ask me what train I ended up taking. All it asked for was the train I intended to take and then how long my delay was (I selected the 30-59 minutes option)

I am aware that other operators ask for the details of the train you ended up taking but the TPE form did not

== Doublepost prevention - post automatically merged: 5 Mar 2026 ==

Since TPE caused your delay, you need to claim through TPE, that's right. It's difficult to advise you further unless you share TPE's reason for the rejection.

No reason given as far as I can see. That’s why I’m stumped as to what to do next. I’ve attached the “rejected” claim notice and it doesn’t give a reason

== Doublepost prevention - post automatically merged: 5 Mar 2026 ==

There is an option to “appeal” but then you have to select one of a few pre-set options(screenshot below). None of which apply to me (note the top option just allows you to amend the information you’ve already submitted - ie upload of your ticket and detailing the train you were intending on taking etc)

 

[Mcr Warrior]

2247 TPE from Liverpool Lime Street to Newcastle was cancelled beyond Leeds on Tuesday.

Realtime Trains | 2054 Liverpool Lime Street to Leeds | 03/03/2026

Real-time train running information for 2054 departure from Liverpool Lime Street to Leeds on 03/03/2026. From Realtime Trains, an independent source of train running info for Great Britain.

www.realtimetrains.co.uk

@Simon Hans. What time did you arrive Durham. Around 01:04 compared with 00:17 as per your original itinerary? Concur with @londonbridge that you appear to have had a valid Delay Repay claim and that it appears to have been spuriously rejected.

 

[Simon Hans]

It sounds as though you have a valid claim, could you please post in full your original itinerary, your actual departure and arrival times, and the reason (if any) given for the rejection, and we’ll be able to assist you further.

No reason given for the rejection and no relevant options selectable when I select appeal

Original Itinerary:
10.47pm Leeds - Durham (to arrive 00.17am)

(CANCELLED)

Actual:
11.14pm Leeds - York
00.16am York - Leeds (arrived 1.05am)

== Doublepost prevention - post automatically merged: 5 Mar 2026 ==

2247 TPE from Liverpool Lime Street to Newcastle was cancelled beyond Leeds on Tuesday.

Realtime Trains | 2054 Liverpool Lime Street to Leeds | 03/03/2026

Real-time train running information for 2054 departure from Liverpool Lime Street to Leeds on 03/03/2026. From Realtime Trains, an independent source of train running info for Great Britain.

www.realtimetrains.co.uk

@Simon Hans. What time did you arrive Durham. Around 01:04 compared with 00:17 as per your original itinerary? Concur with @londonbridge that you appear to have had a valid Delay Repay claim and that it's likely been spuriously rejected.

As above I arrived 1.05am

If it has been rejected in error, what do I do next, given the pre-set options to appeal don’t apply

 

[Mcr Warrior]

If it has been rejected in error, what do I do next, given the pre-set options to appeal don’t apply

You could e-mail <tpecustomer.relations@tpexpress.co.uk> and request that they have another (proper) look at your claim.

 

[Meole]

Rejection of a valid claim is not unusual in my experience, what they say and what they do - -

 

[Simon Hans]

I have appealed and noted in the comments box why.

Customer service is in the bin these days. Companies essentially outsourcing their admin functions work to their customers.

At what point does having to put half an hours work in on multiple instances, jumping through hoops just to get what I am owed, cease to become worth the £14 (across two tickets, mine and my friends) I am trying to reclaim.

 

[Fawkes Cat]

It didn’t ask me what train I ended up taking. All it asked for was the train I intended to take and then how long my delay was (I selected the 30-59 minutes option)

I am aware that other operators ask for the details of the train you ended up taking but the TPE form did not

== Doublepost prevention - post automatically merged: 5 Mar 2026 ==


No reason given as far as I can see. That’s why I’m stumped as to what to do next. I’ve attached the “rejected” claim notice and it doesn’t give a reason

== Doublepost prevention - post automatically merged: 5 Mar 2026 ==

There is an option to “appeal” but then you have to select one of a few pre-set options(screenshot below). None of which apply to me (note the top option just allows you to amend the information you’ve already submitted - ie upload of your ticket and detailing the train you were intending on taking etc)

I appreciate that you've moved on to contact TPE, but in the second image (img_2858.jpg or similar) what is displayed if you click on the down arrow against 'journey'? That should tell you (and us) what journey TPE think you are trying to claim for.

 

[Simon Hans]

I appreciate that you've moved on to contact TPE, but in the second image (img_2858.jpg or similar) what is displayed if you click on the down arrow against 'journey'? That should tell you (and us) what journey TPE think you are trying to claim for.

That displays the journey I intended on taking (but which was cancelled)

 

[Fawkes Cat]

That displays the journey I intended on taking (but which was cancelled)

OK. I think that puts it beyond doubt that TPE's first part has got it wrong (as opposed to their system somehow having been fed the wrong data).

Recontacting them (as you have already done) is the best option for resolving this in the right direction.

 

[Simon Hans]

I submitted an appeal. Will see what TPE respond with

 

[Belperpete]

I have appealed and noted in the comments box why.

Customer service is in the bin these days. Companies essentially outsourcing their admin functions work to their customers.

At what point does having to put half an hours work in on multiple instances, jumping through hoops just to get what I am owed, cease to become worth the £14 (across two tickets, mine and my friends) I am trying to reclaim.

Did you and your friend make separate claims? Or did you make one claim for both you and your friend? In my experience, TOCs insist on separate claims, so if you have made one claim for the two tickets that may be the reason they have rejected it.

 

[Simon Hans]

Did you and your friend make separate claims? Or did you make one claim for both you and your friend? In my experience, TOCs insist on separate claims, so if you have made one claim for the two tickets that may be the reason they have rejected it.

I made one claim for both, which is what the system said to do

They have approved my appeal and I have received my repayment

 

[Snow1964]

I made one claim for both, which is what the system said to do

If all the tickets for multiple people have same booking reference and try and claim separately then often rejects as duplicate claim, so have to do this

They have approved my appeal and I have received my repayment

I do wish there was an automatic admin supplement they have to add, if they waste your time rejecting a valid claim, then accepting it on appeal. Might force them to check it better first time.

 

[duffield]

...


I do wish there was an automatic admin supplement they have to add, if they waste your time rejecting a valid claim, then accepting it on appeal. Might force them to check it better first time.

Cynically, if that was the case, that would be an additional financial incentive for them to reject your appeal!