Transpennine Delay Repay Issue

[_toommm_]

I booked to travel from Manchester Airport to Burley Park on split tickets - an advance from Manchester Airport to Leeds (as I get 50% off with my railcard if I book directly with them, as opposed to the usual 33%), and a single from Leeds to Burley Park. The train from Manchester Airport was cancelled at Manchester Piccadilly as only one engine was powering the train, so we got the next TPE from Piccadilly, meaning we missed the last train to Burley. We had a taxi sorted out for us by TPE, meaning we got to the station at 00:58, instead of 23:43.

TPE have rejected the delay repay three times, as apparently I haven't filled out all the actual arrival time (not that it asked for what time we actually arrived, nor did they specify until phoning that they required it) and are saying they can't verify the delay. They've now said they have to manually verify it, which will take 28 days (on top of the two weeks after submitting the original claims, meaning it'll be a month and a half).

I've asked for a deadlock letter if they don't wish to resolve it, having spent an hour on the phone with them trying to sort it out. It should be a very easy case for them to sort out, but they're being incredibly difficult. Other than what I've already done, is there anything I can do to help solve this?

 

[Tram203]

I think the best course of action given what you've described is to see what they come back with in response to your dealings with them to date - based on your opening post it should be 100% delay repay compensation of the value of both tickets held, as the delay reaching Burley Park was 60+ minutes.

Normally "up to 28 days" is a standard initial response to these sorts of things, in reality it's often not as long as that.

If they still won't pay what it appears you are clearly due, then absolutely I'd take it further.