VTEC train was delayed, so I travelled with SR. VTEC Delay repay forwarded to SR.

[DEE-DE]

Hello,
On Wednesday I travelled from Haymarket to Dundee while there was the power line issue between Edinburgh and Berwick. I had planned to take the 20:37 VTEC train from Haymarket. As this was delayed, I took the 21:09 Scotrail service (using a split ticket Dundee-Inverkeithing-Haymarket OP Day Return). That service got me into Dundee 44 mins late. I checked later, the VTEC service ended up being 88 mins late. However, when I got to the station it was still announced as being about 25 mins late.

After the trip I submitted a delay repay claim to VTEC as I was more than 30 mins delayed. I have now received a message that they have forwarded my claim as I have travelled with Scotrail. However, Scotrail were not at fault for this delay at all as their train was on time. But I ended up not actually travelling on VTEC.

I would expect Scotrail to deny the claim as the delay was not their fault. Do I complain to VTEC again?

 

[najaB]

I would expect Scotrail to deny the claim as the delay was not their fault. Do I complain to VTEC again?

How did you submit the claim - by email or using the online form?

 

[DEE-DE]

I used the online form on VTEC's website and they forwarded it to Scotrail.

 

[najaB]

Whenever I've got a claim that isn't immediately obvious I email them rather than use the form. It might be worth contacting them again by email if Scotrail do the expected.

 

[AlterEgo]

Ring them and explain. They should have retained a copy of your claim and be able to go from there.

 

[robbeech]

Definitely email or phone claims that are not straightforward. This is a tricky one, if the VTEC train had arrived less than an hour late then it is the ONLY instance where I would consider /condone just telling them you were on that train and not mentioning the SR train. However, this isn't really acceptable here as the VTEC train had you caught it would be elligible for a higher level of compensation.
This confusion is why its always best to email them, add a photo of the tickets, give them the times you intended to travel, and the times you travelled. You should have a reference number so its still possible to do this before you even get a reply from SR.