Delay repay and missed connection

[stives]

Hello there.

I had a split ticket for St Erth-Oxford. The ticket was split using splitmyfare. It constituted a St Erth-Reading ticket with GWR & a Reading-Oxford ticket. Both advanced singles. The Reading-Oxford ticket was GWR only.

We arrived 18 minutes late into Reading, meaning that I missed the GWR service to Reading. There was a CrossCountry service, but I didn’t think I was allowed on that. So I waited for the next GWR service. This got me into Oxford an hour later than my scheduled time.

My question is. Can I claim for the hour delay to my journey for St Erth-Reading. Or can I only claim for the 18 minute delay for St Erth-Reading part?

 

[miklcct]

Did you ask for endorsement after delay and get it rejected?

 

[skyhigh]

My question is. Can I claim for the hour delay to my journey for St Erth-Reading. Or can I only claim for the 18 minute delay for St Erth-Reading part?

Assuming you left at least the minimum connection time at Reading (I assume this is the case as you booked with a splitting website) you are entitled to claim for an hour delay.

 

[stives]

Thank you for your response. I had a planned 17 minute connection time.

 

[Hadders]

You did nothing wrong and should claim for an hours delay from St Erth to Oxford.

 

[Class800]

Should the OP have asked for endorsement on XC? Will the whole delay till the next GWR service be applicable unless the OP asked for the endorsement and was rejected? Just asking as I am not certain

 

[stives]

Did you ask for endorsement after delay and get it rejected?

What do you mean by endorsement, sorry?

I have now submitted the delay repay request. Thank you all for the advice.

== Doublepost prevention - post automatically merged: 28 Mar 2022 ==

Oh I think I see what endorsement means. No I didn’t ask to go on the CrossCountry train because my ticket said GWR only. Had assumed that would be a no. I’m not sure if people managed to get the CrossCountry service as it departed 2-3 minutes after the GWR one.

 

[skyhigh]

Will the whole delay till the next GWR service be applicable unless the OP asked for the endorsement and was rejected?

Yes.

The OP could have asked permission to travel on a CrossCountry service but there was no requirement to.

 

[Class800]

What do you mean by endorsement, sorry?

I have now submitted the delay repay request. Thank you all for the advice.

Endorsement means asking the ticket office or authorised staff at the station where the missed connection occurred whether or not they can arrange for a letter to be given to you on headed paper stating you have been given approval to travel on a train that your ticket would not ordinarily permit - such as the XC service here. I have asked for endorsements twice and both times received, on headed paper.

 

[skyhigh]

Endorsement means asking the ticket office or authorised staff at the station where the missed connection occurred whether or not they can arrange for a letter to be given to you on headed paper stating you have been given approval to travel on a train that your ticket would not ordinarily permit - such as the XC service here. I have asked for endorsements twice and both times received, on headed paper.

An endorsement does not have to be on headed paper.

 

[Class800]

An endorsement does not have to be on headed paper.

Maybe not compulsory, but it certainly helps

 

[skyhigh]

Maybe not compulsory, but it certainly helps

Written on the back of your paper ticket, on a bit of ticket roll, blank ticket stock etc are perfectly acceptable too - a lot of places won't have headed paper.

 

[AlterEgo]

Endorsements are often written on the back of a ticket, usually scribbled something like:

PASSENGER 22 LATE ON 1M59
PLEASE ALLOW TRAVEL on 2T51
MANY THANKS, TRAIN MGR ON 1M59 (and possibly a staff number and name)

 

[Hadders]

You'd be lucky to get any endorsement froma member of staff in writing on the back of a ticket let alone something on headed paper.

 

[Class800]

You'd be lucky to get any endorsement froma member of staff in writing on the back of a ticket let alone something on headed paper.

Only ones I've ever had have been on GWR headed paper from Exeter St Davids, plus one on back of ticket at Paddington

 

[yorkie]

Hello there.

I had a split ticket for St Erth-Oxford. The ticket was split using splitmyfare. It constituted a St Erth-Reading ticket with GWR & a Reading-Oxford ticket. Both advanced singles. The Reading-Oxford ticket was GWR only.

We arrived 18 minutes late into Reading, meaning that I missed the GWR service to Reading. There was a CrossCountry service, but I didn’t think I was allowed on that. So I waited for the next GWR service. This got me into Oxford an hour later than my scheduled time.

My question is. Can I claim for the hour delay to my journey for St Erth-Reading. Or can I only claim for the 18 minute delay for St Erth-Reading part?

If you were not allowed to take the XC service, then absolutely claim for a 1 hour delay for the whole journey.

(That said, the last two times I was delayed by 1 hour, the train companies concerned argued I was 59 minutes and however many seconds late, and paid out on the basis of a 30-59 minute delay; hopefully GWR aren't guilty of such sharp practice!)

 

[Llandudno]

A have been delayed a couple of times by either a late running or cancelled train meaning that I missed my advertised connection, I have always found that if you ask nicely and politely more often than not on board staff will let you travel.

A bit of politeness costs nothing and MOST rail staff are great!

 

[317 forever]

I travelled from Slough to Barry Island last Sunday on a through Super off-peak Single. My GWR train into Cardiff was 15 minutes late. I therefore missed my intended train to Barry Island. The next one was cancelled but the following one did run. The ticket clerk at Cardiff Central gave me separate Delay Repay forms for GWR and TfW. The snag is that neither operator will agree I was delayed by an hour. I may have to apply to TfW and settle for being delayed just 1/2 hour.

 

[Watershed]

I travelled from Slough to Barry Island last Sunday on a through Super off-peak Single. My GWR train into Cardiff was 15 minutes late. I therefore missed my intended train to Barry Island. The next one was cancelled but the following one did run. The ticket clerk at Cardiff Central gave me separate Delay Repay forms for GWR and TfW. The snag is that neither operator will agree I was delayed by an hour. I may have to apply to TfW and settle for being delayed just 1/2 hour.

It's not necessary that any of the individual services be delayed by an hour for your journey to be delayed by an hour. If you only have a tight connection, even a 2 or 3 minute delay on your first train could cause that sort of delay. In the circumstances you describe, you should be claiming from GWR as it's their service's delay which caused your journey to start being delayed.

Raise an appeal if your claim is incorrectly denied.

 

[AlterEgo]

I travelled from Slough to Barry Island last Sunday on a through Super off-peak Single. My GWR train into Cardiff was 15 minutes late. I therefore missed my intended train to Barry Island. The next one was cancelled but the following one did run. The ticket clerk at Cardiff Central gave me separate Delay Repay forms for GWR and TfW. The snag is that neither operator will agree I was delayed by an hour. I may have to apply to TfW and settle for being delayed just 1/2 hour.

The ticket clerk should have told you the claim lies with GWR. No need for a form (though no harm in using one), you can claim online https://www.gwr.com/help-and-support/refunds-and-compensation/delay-repay for the full delay to your overall journey.

 

[yorkie]

I travelled from Slough to Barry Island last Sunday on a through Super off-peak Single. My GWR train into Cardiff was 15 minutes late. I therefore missed my intended train to Barry Island. The next one was cancelled but the following one did run. The ticket clerk at Cardiff Central gave me separate Delay Repay forms for GWR and TfW. The snag is that neither operator will agree I was delayed by an hour. I may have to apply to TfW and settle for being delayed just 1/2 hour.

You should claim for the whole journey from GWR.

 

[317 forever]

Thank you all for your answer. The clerk at Cardiff Central did assure me that the previous Barry Island train did run.

So there must be a legal argument that, had the GWR train to Cardiff been on time, I would have reached Barry Island an hour earlier than I did in practice.

Oh, one final point. I have the paper ticket as I purchased it at a station (Hayes & Harlington on a bus trip last Saturday). I have no smartphone to take a photo of the ticket. Is the ticket number and time/location of purchase sufficient or do I need to post it to GWR?

 

[AlterEgo]

Thank you all for your answer. The clerk at Cardiff Central did assure me that the previous Barry Island train did run.

So there must be a legal argument that, had the GWR train to Cardiff been on time, I would have reached Barry Island an hour earlier than I did in practice.

Not really a legal argument, but the way Delay Repay works is the first operator in the itinerary to cancel the train is the one responsible for the Delay Repay. So as soon as your connection was missed, GWR became liable for all the delay repay regardless if TfW had lateness or cancellation later in the itinerary.

Oh, one final point. I have the paper ticket as I purchased it at a station (Hayes & Harlington on a bus trip last Saturday). I have no smartphone to take a photo of the ticket. Is the ticket number and time/location of purchase sufficient or do I need to post it to GWR?

If you can't scan or take a photo then the form would probably be best to use as you can send it in.

 

[317 forever]

Not really a legal argument, but the way Delay Repay works is the first operator in the itinerary to cancel the train is the one responsible for the Delay Repay. So as soon as your connection was missed, GWR became liable for all the delay repay regardless if TfW had lateness or cancellation later in the itinerary.

If you can't scan or take a photo then the form would probably be best to use as you can send it in.

I have looked at the GWR Delay Repay form subsequent to your (and other) replies. There is a space to stick my ticket to the form, so shall do that. Thanks!

LATE NEWS: I received my cheque for the full £40 fare earlier this week. I passed up the rail vouchers option as I prefer to use fast tickets rather than have tickets for future travel lying around or in my pocket.