Who do i claim delay repay from

[hi2u_uk]

I bought a ticket from uber for a transpennine train service which was cancelled. Uber sent me an email saying that i am eligible for delay repay and that i should submit the claim via the train company website. Transpennine website specifically says that

Refunds can only be issued by the original retailer of your ticket. If you did not purchase your ticket from TransPennine Express and continue to submit a refund claim using this form, it will be rejected directing you to contact the original retailer.

Where should i submit the delay repay claim ??

 

[alholmes]

Did you complete your journey on a later train, or did you abandon your journey (and not travel)? If the former, claim delay repay from TPE. If the latter, claim a refund from Uber.

 

[Watershed]

Delay Repay is compensation. You claim it from the train company at fault (e.g. TPE), if you travel and arrive at least 15 mins late at your final destination.

Delay Relay is a completely separate concept from a refund. You would claim a refund from the retailer you bought your ticket from (e.g. Uber) if you decide not to travel.

If your reason for not travelling is disruption, you can get a refund without any fee on all tickets, including Advance tickets which would otherwise be non-refundable.

 

[hi2u_uk]

Thanks for the information, it seems that i somehow clicked the wrong button and was looking at the refund website and not the delay repay website. I made the journey just not using Transpenine and i only want money back i don't mind if its called delay repay or a refund

 

[Watershed]

Thanks for the information, it seems that i somehow clicked the wrong button and was looking at the refund website and not the delay repay website. I made the journey just not using Transpenine and i only want money back i don't mind if its called delay repay or a refund

No problem. You do need to claim via the correct route - if you claim a refund on a ticket that you used, this could be viewed as attempted fraud.

 

[Kite159]

It doesn't help that some staff falsely claim you need to visit the original retailer to claim delay repay (like the TM on this late running Avanti service).

Which just confuses passengers as they end up trying to claim a refund rather than compensation.

 

[Hadders]

It doesn't help that some staff falsely claim you need to visit the original retailer to claim delay repay (like the TM on this late running Avanti service).

Which just confuses passengers as they end up trying to claim a refund rather than compensation.

That's very poor and really should be reported.