I recently had a protracted claim for LNER Delay Repay,
Tickets Held;
Anytime Return Slaithwaite-Doncaster
Advance Doncaster-Kings Cross
I planned to change trains at Doncaster, with an hour's wait (time for a pint!).
The train from Leeds to Doncaster was severely delayed, missing my scheduled onward departure.
My booked train from Doncaster was cancelled, as it would have been blocked by the same incident, queuing behind my first train.
I therefore stayed on the first train through to Kings Cross
On their web form, there is no facility for specify different ticket types when travelling on Split Tickets, so I submitted separate claims as there were delays on both legs of the journey. Of course, had it only been the second service that was delayed, I would have been unable to make my claim using the web form.
The claim in respect of my delayed arrival in Doncaster was settled correctly.
The second claim, in respect of my late arrival at Kings Cross, was denied on the grounds that I was using split tickets, and had failed to present myself at Doncaster in time for my booked (although cancelled) service. When I appealed the absurdity of this ruling, I was advised that there was another service I could have taken before the arrival at Doncaster of my delayed train. I checked, and found that this service had also been cancelled.
I then wrote to David Horne and Mike Ross, citing use of 'a combination of tickets in accordance with Section 14.1 of The National Conditions Of Travel' and suggesting amendments to The Passengers' Charter and web form for the benefit of claims involving combinations of tickets.. In due course, Mike Ross upheld my claim and it was correctly settled.
While the email included fulsome apologies and assurance that '...your comments will be passed to the appropriate managers of each department involved in your case, to ensure action is taken in regards to the people involved in the handling of your communications, including any necessary retraining that may be required', no reference was made to the specific issue of Split Tickets.
It may be that retraining involves no more than checking that trains have actually run before suggesting passengers should have taken them.