XC Delay Repay - Claim Rejected at first stage

[BAFRA77]

Evening all - wonder if anyone can help with an albeit weird delay repay claim.

Travelled from Bristol Parkway to Worcester Foregate on Easter Sunday (5th April)

Left Bristol Parkway at 14:40 XC service to Edinburgh - and part way through the journey we had to divert to Gloucester due to a tree coming down on the line - where we were held some 22 minutes until we progressed onto Cheltenham as scheduled - where I would normally change to then pick up the service to Worcester.

Due to the delay - they decided to add an extra calling stop in for Worcestershire Parkway - and was advised to stay on the service and change at Worcestershire Parkway.

Unfortunately we were several minutes further delayed - so missed that connection - meaning I had to wait for the next service - ultimately ending up into Foregate Street 62 minutes later.

Submitted the claim with XC - they have rejected it on the first stage due to:

“We have checked the journey you have claimed for and we are unable to find a timetabled journey that matches your claim.”

Is there any way I can pull up information showing that initial service making the extra station call at WOP (as I think this may come down to having to email them when they inevitably reject the first appeal).

Thanks in advance

 

[pokemonsuper9]

Submitted the claim with XC - they have rejected it on the first stage due to:

“We have checked the journey you have claimed for and we are unable to find a timetabled journey that matches your claim.”

For delay repay you should submit the itinerary you planned to take, not the one you ended up taking, so the additional stop is irrelevant at the submission stage.

I can't identify how long your delay was, I can't see a connecting service at Cheltenham that would have gotten you to Worcester earlier than you did, but with the disruption it's possible there's a cancellation I'm missing.