I couldn't find my original post as it had been split out of the other topic - but I've an update for it which I'd like peoples thoughts on and whether or not it is worth pursuing further....
I travelled from Reading to Oxenholme across split tickets
Reading - Paddington - Off Peak Single FGW / GWR bought on the day - £13
Euston - Birmingham NS - Advance Single, booked online through the Virgin website - £6
Birmingham NS - Oxenholme - Advance Single, booked at the same time as above - £7. This was the train that was delayed by over 85 minutes.
I've automatically received the £7 back through Virgins website, then completed one of their paper compensation claim forms (their delay repay form only lets you select stations from which they depart), put in my Reading address, journey from Reading to Oxenholme and posted it with the tickets enclosed some point before the above post (13th August)
Come the 25th August I'd heard nothing back - so sent them a message via Twitter, confirmed a few details and they asked if I had recently moved address as they had a different address on file for me. I moved over 3 years ago!! They confirmed that they had sent 'compensation' to my old address, would update my address details and re-send the compensation.
Over this weekend, their letter of compensation has arrived, but it only covers the £13 journey of Reading to London and excludes the London to Birmingham leg which I was also claiming for. After speaking with them on the phone, they say that they should not have issued the £13, and that I should just have been refunded the part of the journey that I was delayed.
Yet, and I'm sure I don't need to quote it here
--NRCOC state that two or more tickets can be used for a journey - VT weren't interested, only in the ticket that caused the delay
--They did not care that my *journey* was from Reading
--They said they would not pay for another operators delay - well, obviously, but no other operator delayed me.
-- They stated that if I booked it all as one, then I would be covered - this was the case for the advance tickets, they were all booked under the same transaction. They did not care.
--Their letter states
"Customers who are delayed 30-59 minutes will receive compensation equivalent to 50% of the cost of the affected leg of their journey; if a return ticket is used, the ticket price is halved to calculate this compensation"
"Leg of their journey" to me implies the outbound leg, and the return journey (if there is one) being the other leg. They claim that it is just that one ticket, on that leg.
Their passenger charter states: -
"If your train is delayed or cancelled, or a delay or cancellation of a Virgin train causes a delay to your overall journey, you may be entitled to claim compensation. If not, we will consider claims on an ex-gratia basis"
This was the case, my overall journey was delayed
60 – 119 minutes
We will pay you compensation to the value of 100% of the cost of your single ticket or 100% of the cost of the relevant portion* of your return ticket
*by ‘relevant portion’ we mean either the outward or return portion of a return ticket depending upon whether you were delayed on your outward or return journey
So by portions, they're splitting them to outward and return journeys.
So, is it worth pursuing further, or should I just admit defeat?
Thanks in advance!