Delay-Repay, split tickets London Overground Canobury to Norwich

[Wolfie]

On Saturday I travelled from Canonbury to Norwich and had problems.

My planned journey (I have a National Rail Inquiries print-out showing it as valid) was:
Canonbury 0713, Stratford 0729 - 0738, Norwich 0927

I arrived at Canonbury just after 0700 to find that all trains on London Overground North London line were showing as delayed. At about 0715 it was announced that the line was suspended Camden Road to Stratford due to signal failure. I was advised to use the East London line to Canada Water then take the Jubilee line to Stratford which I did. However, that meant that I arrived about 15 mins after the 0738 had departed (I won't even mention the non-existant support at Stratford). I boarded the 0838 service to Norwich and immediately spoke to the Train Manager who was very helpful and happy to allow me to travel without any issues (which was a result given what I have read on here about some Greater Anglia staff), finally arriving at 1038 (ie exactly an hour late). I was traveling using two, split, tickets, namely a zone one and two travelcard on Oyster and an Advance ticket for the 0738 service from Stratford.

I wish to claim Delay Repay for my delay. I understand that claim should be made to the TOC which caused the delay, namely London Overground in this case. However, I am also aware that the London Overground franchise is let on a somewhat different basis and that LO are not always keen to acknowledge being part of National Rail. How best should I present this claim to ensure that it gets paid without any hassle? Thanks in advance for any assistance.

 

[hkstudent]

On Saturday I travelled from Canonbury to Norwich and had problems.

My planned journey (I have a National Rail Inquiries print-out showing it as valid) was:
Canonbury 0713, Stratford 0729 - 0738, Norwich 0927

I arrived at Canonbury just after 0700 to find that all trains on London Overground North London line were showing as delayed. At about 0715 it was announced that the line was suspended Camden Road to Stratford due to signal failure. I was advised to use the East London line to Canada Water then take the Jubilee line to Stratford which I did. However, that meant that I arrived about 15 mins after the 0738 had departed (I won't even mention the non-existant support at Stratford). I boarded the 0838 service to Norwich and immediately spoke to the Train Manager who was very helpful and happy to allow me to travel without any issues (which was a result given what I have read on here about some Greater Anglia staff), finally arriving at 1038 (ie exactly an hour late). I was traveling using two, split, tickets, namely a zone one and two travelcard on Oyster and an Advance ticket for the 0738 service from Stratford.

I wish to claim Delay Repay for my delay. I understand that claim should be made to the TOC which caused the delay, namely London Overground in this case. However, I am also aware that the London Overground franchise is let on a somewhat different basis and that LO are not always keen to acknowledge being part of National Rail. How best should I present this claim to ensure that it gets paid without any hassle? Thanks in advance for any assistance.

https://tfl.gov.uk/fares/refunds-and-replacements/overground-and-tfl-rail-delays
The information regarding to delay repay for journeys out of TfL service area is on above. You may call the hotline if you need assistance (though I doubt the customer service advisers may know well the rules)

I guess the NRCOT for payout amount they refer to is Section 33.1-33.5.

 

[island]

I am interested to see how this pans out – whether London Overground acknowledges the delay to your final destination, accepts split tickets, and how it calculates the compensation on the Travelcard.

In theory you should get paid out half the value of your Abellio ticket plus half of the relevant proportionate value of the single journey from your Travelcard (from memory, 1/10 for weekly, 1/42 for monthly and 1/464 for annual). In practice the chance you will get exactly that is roughly zero.

 

[hkstudent]

I am interested to see how this pans out – whether London Overground acknowledges the delay to your final destination, accepts split tickets, and how it calculates the compensation on the Travelcard.

In theory you should get paid out half the value of your Abellio ticket plus half of the relevant proportionate value of the single journey from your Travelcard (from memory, 1/10 for weekly, 1/42 for monthly and 1/464 for annual). In practice the chance you will get exactly that is roughly zero.

If they pay nothing on the connecting journey, would it be a London Travelwatch / Rail Ombudsman case? As it is a 60+ delay case, which NRCOT safety net applies.

 

[island]

Yes, London TravelWatch would be the appropriate next step, followed I suppose by the county court.

 

[Wolfie]

I am interested to see how this pans out – whether London Overground acknowledges the delay to your final destination, accepts split tickets, and how it calculates the compensation on the Travelcard.

In theory you should get paid out half the value of your Abellio ticket plus half of the relevant proportionate value of the single journey from your Travelcard (from memory, 1/10 for weekly, 1/42 for monthly and 1/464 for annual). In practice the chance you will get exactly that is roughly zero.

Sure enough they have ignored the connecting journey and offered a refund of £1-70. I will respond to them then next stop is London Travelwatch.

 

[hkstudent]

Sure enough they have ignored the connecting journey and offered a refund of £1-70. I will respond to them then next stop is London Travelwatch.

Typical TfL Customer Service Team response as they may not have a specialized team handling NR related delays. TfL is getting a more complex network but seems that the customer care cannot catch up.