Hi I’m trying to claim delay repay for a 35 minute late arrival but both train companies are denying responsibility. Can I have your thoughts please. Northern train from Leeds 15.21 - due in York at 15.51 but didn’t arrive until 15.58. I was then changing to the onto LNER to Newcastle, this was due to leave York at 15.55 so I would have missed it, but it was so delayed until 16.05 so I caught the connection despite the delay on the Northern train. LNER was due to arrive in Newcastle at 16.50 but did not arrive until 17.25. LNER are stating the original delay was Northern and Northern are saying their train was only delayed by 7 minutes.
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If that’s the case I don’t understand why the LNER app would let me book this as one journey?
Mcr Warrior
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@Luckyjim. When was this, by the way?
In that case it's a valid claim and LNER are responsible as you still caught your booked train despite the Northern delay.
Hypothetically, if LNER had been on time then the OP would have had to rely on the next northward service that their ticket was valid for, so Northern's delay would have been the critical one. That's true even if the delay of that first service had only been about 3 min.
Did you book this trip on the day?
This is likely an automated reply. I've had it a few times from LNER in the same sort of scenario. I emailed customers@lner.co.uk with the story and they always then paid out correctly without argument.
I had a very similar situation earlier this year. An LNER train was late, but I still managed to make the connection into a Scotrail train which was then delayed.
I claimed from Scotrail, who rejected it and forwarded it to LNER. I appealed pointing out that I made the connection and Scotrail eventually paid out. Meanwhile, a few weeks later LNER paid out as well!
I would appeal to LNER explaining what happened with the connection at York, and you should find they pay out once a human has looked at it properly.
I claimed from Scotrail, who rejected it and forwarded it to LNER. I appealed pointing out that I made the connection and Scotrail eventually paid out. Meanwhile, a few weeks later LNER paid out as well!
I would appeal to LNER explaining what happened with the connection at York, and you should find they pay out once a human has looked at it properly.
LNER are responsible for the delay here as others have rightly said.
This is purely down to the way most operators setup their automated delay repay systems. They’re heavily biased to reject claims that aren’t absolutely clear cut. It’s incredibly customer unfriendly but this fits in well with the railway’s attitude to its customers.
You can think of this type of response as a thinning out exercise.
Many passengers on receiving this (and subsequent rejection from Northern) will just give up.
It is proof, if proof were needed that their systems are setup in aforementioned customer unfriendly way. If they cared, the system would be setup to calculate the timings based on the running data they hold and your claim would have been rejected. At worst, they’d be setup so that if the system is unsure it passes it for manual review instead of shoving out a random rejection excuse.
Unfortunately as a system or project it would barely pass GCSE IT, or whatever they call it nowadays.
This is purely down to the way most operators setup their automated delay repay systems. They’re heavily biased to reject claims that aren’t absolutely clear cut. It’s incredibly customer unfriendly but this fits in well with the railway’s attitude to its customers.
You can think of this type of response as a thinning out exercise.
Many passengers on receiving this (and subsequent rejection from Northern) will just give up.
It is proof, if proof were needed that their systems are setup in aforementioned customer unfriendly way. If they cared, the system would be setup to calculate the timings based on the running data they hold and your claim would have been rejected. At worst, they’d be setup so that if the system is unsure it passes it for manual review instead of shoving out a random rejection excuse.
Unfortunately as a system or project it would barely pass GCSE IT, or whatever they call it nowadays.
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