WMR Delay Repay claim - no option for paper tickets

[trainophile]

I submitted two claims yesterday (day return tickets Hereford to Birmingham New Street, delays and disruption both ways). Today I've had two emails (one for each claim) bounce back asking for more information - I know we've discussed this before, as the information wasn't requested on the original claim forms.

However as well as ticket type, where I can select Return, they now want "ticket format", with a dropdown box that only offers mobile, oyster or contactless. I have paper tickets, collected from a ToD machine just prior to travel. I've tweeted them asking for help but heard nothing back yet, only that they will look into it.

Has anyone else overcome this situation? I'm hesitant to just select a random one of the three options offered but I'm currently stuck. Perhaps if I tweet them a photo of the tickets it might help, although I've already sent them those on the claims. They are suggesting I change my original selection from "bar code" to "no bar code" but I definitely chose the correct box originally.

 

[SCDR_WMR]

If I remember correctly, visit the station you purchased it from if it has a ticket office, or any that do, and you fill in a paper form.

 

[185]

Can only assume the uploaded picture hasn't been clear enough (or the ticket's print quality) for the system to read the barcode.

As it can't read it, I'd go for the other option, as suggested.

Just opened up the Delay Repay site, and selecting 'my ticket does not have a barcode' offers...

> i Paper/ ii Other Contactless / iii Oyster Card / iv Smartcard / v Collection Reference.

 

[trainophile]

Sorry, misunderstanding - the tickets don’t have a barcode, and that’s what I selected when filling in the form.

Still not heard back on X/Twitter. Wil probably have to ask for an email address and do it that way.

My local station where I bought them is a TfW station, doubt they would have WMR forms.

== Doublepost prevention - post automatically merged: 19 Aug 2024 ==

Can only assume the uploaded picture hasn't been clear enough (or the ticket's print quality) for the system to read the barcode.

As it can't read it, I'd go for the other option, as suggested.

Just opened up the Delay Repay site, and selecting 'my ticket does not have a barcode' offers...

> i Paper/ ii Other Contactless / iii Oyster Card / iv Smartcard / v Collection Reference.

Wonder why mine didn’t.

When I first put the ticket number in it said sorry we can’t find that ticket, did you buy it today? To which I replied yes, and it then said it will probably update overnight.

 

[TheTallOne]

Sorry, misunderstanding - the tickets don’t have a barcode, and that’s what I selected when filling in the form.

Still not heard back on X/Twitter. Wil probably have to ask for an email address and do it that way.

My local station where I bought them is a TfW station, doubt they would have WMR forms.

== Doublepost prevention - post automatically merged: 19 Aug 2024 ==



Wonder why mine didn’t.

When I first put the ticket number in it said sorry we can’t find that ticket, did you buy it today? To which I replied yes, and it then said it will probably update overnight.

Not sure if they advertise their email address. But you can print and post.

"It's quicker and easier to claim online, but alternatively you can pick up a claim form at staffed stations, orWMR Delay Repay Claim Form PDF .

Post the completed form in an envelope to us at:

"Freepost WEST MIDLANDS RAIL DELAY REPAY"

Please note this is the full address, shortened for your ease."

Delay Repay

If you hold a valid ticket for your journey, you can claim compensation for delays of 15 minutes or more.

www.westmidlandsrailway.co.uk

https://www.westmidlandsrailway.co.uk/media/2075/download?inline

 

[trainophile]

Thanks, I'll leave it a bit longer and see what happens. Making sure not to exceed the 28 days!

 

[MrJeeves]

When I first put the ticket number in it said sorry we can’t find that ticket, did you buy it today? To which I replied yes, and it then said it will probably update overnight.

I've never had a message other than that on all of those styles of delay repay websites. They're absolutely useless.

I would be contacting customer services and praying for a reply (I've not had great experiences with time until reply, personally!).

 

[Starmill]

My local station where I bought them is a TfW station, doubt they would have WMR forms.

They very well may do - they're usually in a box in the back of the ticket office if there's any there. No harm to ask nicely if they have them. A lot of ticket offices are still stocked with all manner of leaflets in boxes that few people ever actually ask for or want to read, but still get sent out. Some have pared this right back since the pandemic but I think paper delay repay forms are among the more likely to be hanging around because they don't change very often. In the past TOCs would get their leaflets delivered to all over the place in the area they serve, including their neighbour's ticket offices.