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Split ticket delay repay LNER

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robbeech

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Joined
11 Nov 2015
Messages
4,626
There’s little that annoys me more than “goodwill gestures” when they have got it wrong. This and “ I will let you off this time” make me most annoyed.

I’d rather not have the money and keep fighting than accept a good Will gesture when they’re in the wrong.
I’ve politely told guards I don’t want “letting off this time” when they’ve been incorrect.
 
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wellhouse

Member
Joined
4 Oct 2009
Messages
544
Location
West Yorkshire
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.
 

_toommm_

Established Member
Joined
8 Jul 2017
Messages
5,846
Location
Yorkshire
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.

For the future, just submit it as one claim. It doesn't really matter what ticket type you select - just explain yourself in the section where you can add comments.
 

robbeech

Established Member
Joined
11 Nov 2015
Messages
4,626
I can’t help thinking that there may have been some confusion by the separate claims but as we’ve seen (and indeed the reason this thread exists) it has been tricky to get a sensible response from them anyway. Hopefully this WILL improve. I HAVE been paid out on split tickets before by them twice. Once involved a missed connection at Newcastle and another involved a split on the same train so it was delayed on both legs. This was done in 1 single claim and there were no questions. Infact, interestingly they overpaid for this one which I informed them about but they allowed me to keep the extra.

York to Newcastle AP 68L
Newcastle to Edinburgh AP (same train) arrived in EDB only 56L
I put the claim in for this at 30 minutes.
My journey was York to Edinburgh and I used a combination of tickets. I feel it is only fair to use the same set of rules each time so I expected 30 minutes worth of compensation (50%) but they sent me 100%.
 

gray1404

Established Member
Joined
3 Mar 2014
Messages
6,575
Location
Merseyside
You post really made me smile. I cannot believe you contacted them about it to tell them. That is actually a waste of staff time and just pointless. I am glad you got a good outcome for them.
 

robbeech

Established Member
Joined
11 Nov 2015
Messages
4,626
My contact was a simple DM on twitter which was responded to in a couple of minutes, I’d hardly consider it wasting time. The value overpaid was around £60 iirc. As wonderful as some twittervstaff are I don’t value them at £1800 per hour
:)
 

robbeech

Established Member
Joined
11 Nov 2015
Messages
4,626
I suppose if you get too much change back in a shop you just keep it?
That’s how some people think.
Personally I wouldn’t dream of doing that, for I wouldn’t like to be responsible if the situation was the other way around.
 
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