I had a delay repay claim rejected from Northern (journey from Kings Cross to Doncaster, Friday 8th November 2019) because:
"We’ve rejected your claim because you haven’t used your ticket to travel
or did not complete your full journey by train. Our delay repay process only
applies if you complete your full journey by train and are delayed by 15
minutes or more."
The situation is that my Northern train from Doncaster to Nafferton was cancelled, so I could go as far as Beverley. The last train from Beverley to Nafferton was also cancelled. I then had to get a lift of family but still arrived to Nafferton well over an hour after my original scheduled arrival time.
Does anyone know if this Northen's rejection is consistent with NRCoT? 32.1 of that says:
If you are delayed in reaching your destination as a result of a delay or cancellation of a train service, you may be entitled to claim money back
The Northern passenger charter says:
You can claim Delay Repay if delays or cancellations result in you getting to your destination 15 or more minutes later than scheduled.
Source: https://d2cf7kiw5xizhy.cloudfront.net/images/policy/2019-01/Northern_Customer_Promise.pdf, p.14
My argument is that the train delay meant I was late to my destination - I see nowhere in the NRCoT or Northern passenger charter that rules out a claim if you reach the destination by other means. I have raised a challenge and next step Rail Ombudsman if Northern don't pay up. Any advice much appreciated.
"We’ve rejected your claim because you haven’t used your ticket to travel
or did not complete your full journey by train. Our delay repay process only
applies if you complete your full journey by train and are delayed by 15
minutes or more."
The situation is that my Northern train from Doncaster to Nafferton was cancelled, so I could go as far as Beverley. The last train from Beverley to Nafferton was also cancelled. I then had to get a lift of family but still arrived to Nafferton well over an hour after my original scheduled arrival time.
Does anyone know if this Northen's rejection is consistent with NRCoT? 32.1 of that says:
If you are delayed in reaching your destination as a result of a delay or cancellation of a train service, you may be entitled to claim money back
The Northern passenger charter says:
You can claim Delay Repay if delays or cancellations result in you getting to your destination 15 or more minutes later than scheduled.
Source: https://d2cf7kiw5xizhy.cloudfront.net/images/policy/2019-01/Northern_Customer_Promise.pdf, p.14
My argument is that the train delay meant I was late to my destination - I see nowhere in the NRCoT or Northern passenger charter that rules out a claim if you reach the destination by other means. I have raised a challenge and next step Rail Ombudsman if Northern don't pay up. Any advice much appreciated.