TPE split ticket Delay Repay

[D1537]

Hi all, I'm probably doing something stupid here but I can't work it out.

Yesterday myself and my partner travelled from York to Manchester on 2U50 11:58 YRK-MAN. We bought two tickets using the forum site, which gave us 8 tickets on the split but only 2 PDFs. The train was cancelled at Marsden due to a bridge strike and we arrived around 2 hours late (we ended up getting an Uber, but if we'd waited for the next TPE train which did run we'd have been around 130 late anyway).

When I try to claim from TPE, it asks me if I'm claiming for more than one ticket - am I claiming for one here, or two, or eight? If I try to claim for two, uploading the two PDFs, it won't let me because the booking code on the email receipt is the same for both. Do I have to upload all 8 and use the number below the QR code? It's not easy this, is it?

 

[WesternLancer]

Hi all, I'm probably doing something stupid here but I can't work it out.

Yesterday myself and my partner travelled from York to Manchester on 2U50 11:58 YRK-MAN. We bought two tickets using the forum site, which gave us 8 tickets on the split but only 2 PDFs. The train was cancelled at Marsden due to a bridge strike and we arrived around 2 hours late (we ended up getting an Uber, but if we'd waited for the next TPE train which did run we'd have been around 130 late anyway).

When I try to claim from TPE, it asks me if I'm claiming for more than one ticket - am I claiming for one here, or two, or eight? If I try to claim for two, uploading the two PDFs, it won't let me because the booking code on the email receipt is the same for both. Do I have to upload all 8 and use the number below the QR code? It's not easy this, is it?

Not used TPE delay repay myself but when I do D-R with other operators when me and my partner have travelled together I do two claims. One for me and one for her. Keeping the tickets and ticket numbers for each person (eg if split tickets) seperate and consistent. Ie don’t muddle up any of the ticket numbers between people if that makes sense.

You could even enter your partners claim under her e mail address etc.

Does this help or am I misunderstanding your issue.

D-R can indeed not be as simple as it might well be!

 

[D1537]

Not used TPE delay repay myself but when I do D-R with other operators when me and my partner have travelled together I do two claims. One for me and one for her. Keeping the tickets and ticket numbers for each person (eg if split tickets) seperate and consistent. Ie don’t muddle up any of the ticket numbers between people if that makes sense.

You could even enter your partners claim under her e mail address etc.

Does this help or am I misunderstanding your issue.

D-R can indeed not be as simple as it might well be!

The problem is that I bought two tickets using a Two Together railcard, but I only have one booking reference for 8 tickets. There's a different booking reference on the tickets "NRS Booking Reference", but again it's the same one for both sets as well!

Obviously the 8 tickets have their own codes, but it's asking for the booking reference...

Edit: I tried doing it by merging the two PDFs together. Now when completed it just gives me the spinny wheel of doom and then times out...

 

[yorkie]

I've had no issues claiming for 1 passenger using multiple tickets with this type of form, so it sounds like the issue is that there are multiple passengers.

I don't know if TPE allow one person to claim for multiple passengers, but I suggest asking them for advice (and let us know what they say).

Some train companies argue that each passenger should submit their own claim, but I'd argue this is unreasonable with larger groups, children etc. and it also seems overly bureaucratic and anti-customer, where one person has purchased for a group/couple.

 

[D1537]

I've had no issues claiming for 1 passenger using multiple tickets with this type of form, so it sounds like the issue is that there are multiple passengers.

I don't know if TPE allow one person to claim for multiple passengers, but I suggest asking them for advice (and let us know what they say).

Some train companies argue that each passenger should submit their own claim, but I'd argue this is unreasonable with larger groups, children etc. and it also seems overly bureaucratic and anti-customer, where one person has purchased for a group/couple.

Yeah, I'll email them tomorrow. I've had no problem claiming from them in a similar situation before, but that was a pair of tickets that I bought through their own website. It's the booking reference I don't get - if you buy more than one ticket at the same time you only get one booking reference, but then if you try to claim for more than one ticket on delay repay it tells you that using the same booking reference twice is invalid...

 

[WesternLancer]

The problem is that I bought two tickets using a Two Together railcard, but I only have one booking reference for 8 tickets. There's a different booking reference on the tickets "NRS Booking Reference", but again it's the same one for both sets as well!

Obviously the 8 tickets have their own codes, but it's asking for the booking reference...

Edit: I tried doing it by merging the two PDFs together. Now when completed it just gives me the spinny wheel of doom and then times out...

Thanks. I’m often travelling on tickets bought at a station so no booking ref in those cases when I need to claim and I guess my claim uploads go differently.

Apols if I caused any confusion.

Hope you can get the claim agreed.