Very old Northern Delay Repay...

[1B85]

In December 2016 I was delayed as a result of the actions of Northern, even though the trains specified on my Advance ran as timed.

Northern had cancelled the previous rush-hour train because a driver didn't turn up, and I was physically unable to board my train due to the one I was scheduled to take being crush loaded. I pleaded with those on the train if there was someone who was just commuting from work to home to swap spaces as Northern run 4 trains per hour on that route, and I was travelling to make a connection for a train with only an hourly service going to the other end of the country but of course no volunteers.

So I had to get the next train and missed my connection of course. I was given a Northern CS leaflet and got in touch less than a month later (I was on holiday for three weeks over Christmas and New Year). I got an auto acknowledgement, but they ignored me after that. After about a month, in mid Feb I wrote them a paper letter. This was also ignored. I wrote a follow up paper letter in April, and again no response.

What should my next course of action be? The fare isn't excessive, but about £50 or so, which would be nice to have back.

 

[bb21]

If you got an auto-acknowledgement, I assume you have a case reference?

Tweet them with your reference.

 

[gray1404]

After this length of time you would be quite within your rights to take this matter to Transport Focus. I would really encourage you to do so. Moreover as they have ignored your follow up requests.

 

[bb21]

Transport Focus is not going to be able to do anything without seeing Northern's decision on this claim, so can only refer the matter to Northern and wait.

Why do it in a roundabout way when you can simply tweet Northern? Something this old is going to catch staff's attention straight away. Chances are that either the post went astray or, less likely, the case was stuck in a pile of backlog somewhere. (Yes, it happens sometimes.)

Your case will likely be treated with priority given that it's six months old.

This is not the right time to get Transport Focus involved. They will have to give Northern a chance to sort it out first. Pointless getting them involved when there is the social media team ready and waiting.

 

[yorkie]

You are not alone. There are others with 6-month delays!

 

[Bungle965]

If you got an auto-acknowledgement, I assume you have a case reference?

Tweet them with your reference.

I have submitted quite a few delay repay with northern and not one I have seen have a case reference.
Sam

 

[gray1404]

Assuming the social media team act on it then go with that. Remember though that the social media team is Northern whereas customer service is outsourced.

It is all very well saying that customer service need to be given a chance to sort the matter out first, this is true. However, there does come a point where if customer service are simply not responding then one if entitled to get Transport Focus involved on that basis. Otherwise one could be waiting forever.

 

[Elecman]

email the Chief Executive personally ussually works a treat

 

[MotCO]

Would the claim have been 'overlooked' because the train ran to time? The fact that the OP couild not get on it is a secondary consideration.

 

[185]

I'd ring them first, see if they offer to put things right on the spot.
0800 200 6060

Failing that, yeah - transport focus.

 

[Starmill]

Would the claim have been 'overlooked' because the train ran to time? The fact that the OP couild not get on it is a secondary consideration.

No. The delay is to the journey, not the train. It had to be this way because otherwise someone turning up and boarding a train an hour late who never intended to catch that train anyway (and who therefore isn't going to be arriving any later than they had planned, or if they are, not more than the delay repay threshold) could claim.

This isn't even a mere case of overcrowding, it's a case of disruption due to whatever caused the cancellation of the earlier train.