Virgin trains Delay repay help

[cactustwirly]

I'm trying to claim delay repay for a delayed journey on Tuesday, however the online form(on the VTWC website) to claim delay repay doesn't recognise non Virgin stations.
I've tried emailing and the useless online chat, but to no avail.

The journey was between Great Malvern and Twyford via Birmingham and Euston. The Birmingham to Euston train was delayed by 2 hours, hence I'm trying to claim via Virgin Trains.

Can anyone help?

 

[1B85]

I'm trying to claim delay repay for a delayed journey on Tuesday, however the online form(on the VTWC website) to claim delay repay doesn't recognise non Virgin stations.
I've tried emailing and the useless online chat, but to no avail.

The journey was between Great Malvern and Twyford via Birmingham and Euston. The Birmingham to Euston train was delayed by 2 hours, hence I'm trying to claim via Virgin Trains.

Can anyone help?

Just put in the Birmingham and Euston stations as start and end points, the length of the delay (to your journey as a whole) tick the missed connection box if applicable and attach a photo of your tickets. They should be able to work it out.

If the journey was only on Tuesday, I'm not surprised you haven't had an email response yet.

 

[cactustwirly]

Just put in the Birmingham and Euston stations as start and end points, the length of the delay (to your journey as a whole) tick the missed connection box if applicable and attach a photo of your tickets. They should be able to work it out.

If the journey was only on Tuesday, I'm not surprised you haven't had an email response yet.

I had an email response, however it wasn't much use

 

[Deafdoggie]

Just put in the Birmingham and Euston stations as start and end points, the length of the delay (to your journey as a whole) tick the missed connection box if applicable and attach a photo of your tickets. They should be able to work it out.

This is all you need to do, quite easy really.

 

[cactustwirly]

This is all you need to do, quite easy really.

But I won't get compensation for the Great Malvern to Birmingham leg

 

[Deafdoggie]

But I won't get compensation for the Great Malvern to Birmingham leg

you get compensation based on your lateness at destination station, not each leg

 

[cactustwirly]

you get compensation based on your lateness at destination station, not each leg

I agree, perhaps I should have been clearer, the Great Malvern leg is a separate ticket (West Midlands Day Ranger) to the Birmingham to Twyford ticket.
I'm just concerned that if I do it the way you suggested then they'll only give compensation based on the ticket from Birmingham

 

[Kite159]

Have you tried emailing them the details, putting "Delay Repay" in the subject

Customer.Relations@virgintrains.co.uk

Keep it short with the trains you caught

 

[yorkie]

I agree, perhaps I should have been clearer, the Great Malvern leg is a separate ticket (West Midlands Day Ranger) to the Birmingham to Twyford ticket.
I'm just concerned that if I do it the way you suggested then they'll only give compensation based on the ticket from Birmingham

Email all the details, make it clear what your journey was, and include a photo/scan of all tickets used for the journey.

However Virgin will almost certainly refuse to claim for all tickets, so you will need to log a case with Transport Focus when they reject it. I suggest doing this promptly.

 

[gray1404]

Email all the details, make it clear what your journey was, and include a photo/scan of all tickets used for the journey.

However Virgin will almost certainly refuse to claim for all tickets, so you will need to log a case with Transport Focus when they reject it. I suggest doing this promptly.

Just to second this. Virgin Trains do not like people using split tickets and they try to reject valid delay repay claims by refusing to pay out on the overall value of the split tickets, even though you can use more then one ticket to make your journey. The more people who log cases with Transport Focus then the sooner VT might stop rejecting valid claims.

 

[roversfan2001]

They paid me in full when I used split tickets, with their service being re-timed by 4 minutes the day before due to staff shortages. 15 minutes travel was with them, 1 hour was with Northern. Preston to Lancaster and Lancaster to Barrow tickets.

 

[Deafdoggie]

I have always found if you enter their train details, but include all the details and all the tickets, they issue the delay repay.

Of course, it cuts both ways too. If, say, you had a Euston-Milton Keynes & Milton Keynes-Manchester (I don't know why you would, but this is just an example!) and the first leg was 31 mins late into MKC, then you can claim Delay Repay on that, but if it is only 29 mins late arriving into Manchester, you can't claim on that! Not saying you should, but split tickets mean you could, in theory.

So you can see why train companies are not overly keen on it!

 

[gray1404]

I have always found if you enter their train details, but include all the details and all the tickets, they issue the delay repay.

Of course, it cuts both ways too. If, say, you had a Euston-Milton Keynes & Milton Keynes-Manchester (I don't know why you would, but this is just an example!) and the first leg was 31 mins late into MKC, then you can claim Delay Repay on that, but if it is only 29 mins late arriving into Manchester, you can't claim on that! Not saying you should, but split tickets mean you could, in theory.

So you can see why train companies are not overly keen on it!

Same with a Off Peak or Anytime Euston to Manchester ticket that allows break of journey. One could say that they arrived at MKC 31 minutes late on that. The rule is to be honest about what you actually did and what actually happened.

 

[gray1404]

What would be helpful is if VT allowed you to enter non VT served stations into their delay repay form. Either that or there was a box to provide further additional information, perhaps what could come up when you tick the box to say that their delay caused you to miss a connection.

 

[Deafdoggie]

What would be helpful is if VT allowed you to enter non VT served stations into their delay repay form. Either that or there was a box to provide further additional information, perhaps what could come up when you tick the box to say that their delay caused you to miss a connection.

There is exactly that!

 

[gray1404]

No, when you tick the connection box, you are not then able to enter additional information sadly.