Delay Repay question

[tram21]

Hi folks, Hope you can help with this slightly complicated delay repay query, as to who I should claim from.

Journey was:

1. Crosscountry: Beeston- Tamworth (On Time)
2. LNWR: Tamworth- Stafford (actually Crewe, as train didn't stop at Stafford). (+25 Late)
3. AWC: Crewe (should have been Stafford) - Oxenholme Lake District (+30 Late) *booked train*
4. Northern: Oxenholme- Windermere (Missed Connection, so +50 late)

Do I claim from LNWR or Avanti. My guess is LNWR as they caused the initial delay, and had the Avanti been on time I would have missed it, but as it was it was late so I made the connection and travelled on my booked itinerary as far as Oxenholme?

Hope there's a simple answer, I'm sure there's not!

 

[D1537]

I'd say you're claiming from AWC here. The LNWR leg is irrelevant as you made your booked connection even if it was only because it was late. In the end, you were 50 late because the AWC train was late, not because the LNWR one was.

If you'd missed it and had to wait an hour or whatever for the next AWC then the LNWR leg would have certainly come into play.

 

[HughT]

Whatever the issues with your LNWR service, you were on your booked train at Crewe. Even though you managed that only because it was also late (I'm sure we've all experienced that situation at some point!).

So your late arrival at Windermere is entirely down to Avanti.

 

[AlterEgo]

The claim is from LNWR, who fouled the connection and caused the initial delay.

That Avanti were also late is immaterial.

 

[tram21]

The claim is from LNWR, who fouled the connection and caused the initial delay.

That Avanti were also late is immaterial.

Thanks so much! Will keep the thread updated as to how it goes.

 

[Hadders]

I would also claim from LNR, although there’s likely to be some ping-pong between LNR and Avanti.

 

[redreni]

Hmm, it's debatable, isn't it?

My prediction is if the OP claims from LNR they may even pay out for an even longer delay, as they may see the OP's intended train to Stafford as cancelled (since it skipped Stafford) and assume he'd have waited for the next train that actually called at Stafford.

It's difficult to know what would have happened if the LNR to Stafford had been on time - there may or may not have been an earlier (possibly late-running) train to Oxenholme that the OP could have taken, which he may or may not have been allowed to board.

 

[tram21]

An update already on this, the LNR Delay Repay portal is refusing to accept that I've uploaded the second ticket, despite me attempting to do so multiple times.

I'll try again tomorrow, but any ideas? And who do I contact to help if it continues to not work- will regular customer services be able to help?

Image shows screenshot of email from LNR, requesting further details. However its refusing to accept I've added the further details!

 

[Hadders]

LNR's delay repay portal is very buggy im my experience. You'll probably end up having to contact their customer services team (who were quite reasonabke when I had to get in touch a couple of years ago about one of my clains)

 

[Sealink]

Hi folks, Hope you can help with this slightly complicated delay repay query, as to who I should claim from.

Journey was:

1. Crosscountry: Beeston- Tamworth (On Time)
2. LNWR: Tamworth- Stafford (actually Crewe, as train didn't stop at Stafford). (+25 Late)
3. AWC: Crewe (should have been Stafford) - Oxenholme Lake District (+30 Late) *booked train*
4. Northern: Oxenholme- Windermere (Missed Connection, so +50 late)

Do I claim from LNWR or Avanti. My guess is LNWR as they caused the initial delay, and had the Avanti been on time I would have missed it, but as it was it was late so I made the connection and travelled on my booked itinerary as far as Oxenholme?

Hope there's a simple answer, I'm sure there's not!

I thought you claimed it from the company the
issued the ticket... (presuming you used a TOC.)

== Doublepost prevention - post automatically merged: Monday at 20:00 ==

Is it true that you can claim Delay Repay if any journey is delayed, even on a through ticket? I know this sounds quite mercenary

 

[IrishDave]

Hi folks, Hope you can help with this slightly complicated delay repay query, as to who I should claim from.

Journey was:

1. Crosscountry: Beeston- Tamworth (On Time)
2. LNWR: Tamworth- Stafford (actually Crewe, as train didn't stop at Stafford). (+25 Late)
3. AWC: Crewe (should have been Stafford) - Oxenholme Lake District (+30 Late) *booked train*
4. Northern: Oxenholme- Windermere (Missed Connection, so +50 late)

Do I claim from LNWR or Avanti. My guess is LNWR as they caused the initial delay, and had the Avanti been on time I would have missed it, but as it was it was late so I made the connection and travelled on my booked itinerary as far as Oxenholme?

Hope there's a simple answer, I'm sure there's not!

Yes, my understanding of the industry rules is that you claim from LNR, because you would have missed the connection to the Avanti if it had been on time. That the Avanti happened to be late is immaterial.

I had a similar case back in 2023, doing Fishguard to London.

• Fishguard to Carmarthen by replacement bus, more or less on time.
• Carmarthen to Cardiff by TfW, about 12 mins late throughout (importantly, below the 15-minute threshold).
• Cardiff to Paddington by GWR - I had an 8-minute booked connection onto GWR at Cardiff, but it turned out that train was also late, so I made the connection, but I ended up arriving in Paddington 19 mins late (importantly, above the 15-minute threshold).

My assumption was that, because TfW's delay was less than 15 minutes, and because I made the connection anyway, there was no reason to claim from them - so I claimed with GWR. But no, they insisted on passing it over to TfW, even though I appealed them doing so. TfW did eventually pay out.

More frustratingly, however, in passing the claim over to TfW, the information about my tickets and bank details didn't make it over. I can understand some reticence in passing bank details. But the tickets not being passed on was daft - I presume that was because GWR's system requires you to put in multiple tickets individually, but TfW's requires them all in one input. Indeed, because of that, I had to take another photo of the tickets all in one photo for TfW, instead of individual photos of each of the two tickets I'd used, as I'd done for GWR.

What I don't really understand is why GWR couldn't have just paid out, and then claimed the money back from TfW via some internal railway system? If GBR can manage to bring together one unified website for Delay Repay, then it can't come soon enough.

I really hope you've done what the industry considers to be the "right" thing and don't get snarled up like I did!

 

[yorkie]

Delay Repay is not claimed through the retailer.

You claim from the first company whose train caused a material delay; it's generally accepted that a 'missed connection' delay should be claimed from the first operator whose train missed the onward connection, however it is not a universally accepted view.

 

[IrishDave]

You claim from the first company whose train caused a material delay; it's generally accepted that a missed connection delay should be claimed from the first operator whose train missed the onward connection.

Is there a generally accepted convention of what to do when a delay would have missed a connection, but you made the connection anyway because the onward connection was also delayed? That's the issue at hand here, I think.

 

[Buzby]

You claim from the first company whose train caused a material delay;

Which is what I thought until Northern told me otherwise - wanting me to claim against TPE (my second split) which I missed because Northern was over 90 mins late!

 

[Sealink]

Delay Repay is not claimed through the retailer.

You claim from the first company whose train caused a material delay; it's generally accepted that a 'missed connection' delay should be claimed from the first operator whose train missed the onward connection, however it is not a universally accepted view.

That's good to know, thank you for the clarification

== Doublepost prevention - post automatically merged: Monday at 21:28 ==

That's good to know, thank you for the clarification

And I just found this

How to claim compensation

Only the train operator (TOC) you travelled with, not the ticket seller, can process compensation claims.

 

[AlterEgo]

Is there a generally accepted convention of what to do when a delay would have missed a connection, but you made the connection anyway because the onward connection was also delayed? That's the issue at hand here, I think.

You claim for the delay at the final destination. If you aren’t over the threshold you have no claim.

 

[redreni]

Delay Repay is not claimed through the retailer.

You claim from the first company whose train caused a material delay; it's generally accepted that a 'missed connection' delay should be claimed from the first operator whose train missed the onward connection, however it is not a universally accepted view.

It's not easy in the OP's circumstances to know if the first delay was a material delay, though. In the counterfactual scenario where the first train was on time and the second was as late as it actually was, would the OP have just had to wait at Stafford for his booked train? Or would there have been an earlier train he could have taken from Stafford? Would he have been allowed to take an earlier train with the ticket he held?

If the answers are yes, no and no, then the first delay was immaterial to the outcome, as the OP would anyway have ended up on the same Avanti train (albeit he would have joined it at Stafford as planned, rather than at Crewe as happened, but that too is immaterial to the outcome).

I don't think passengers should have to work through counterfactual scenarios to work out if a delay was material, though. I, too, hope GBR will do away with most of the nonsense, here, and that we have as little open access as possible complicating things.