Delay Repay Query with Split Tickets and Singles

I recently travelled from Oxford to Pinhoe in Devon, using an off peak day return to Basingstoke and then once there, buying a super off peak day return to Pinhoe. I then used buses to travel to Plymouth, where I ended up having to buy an off peak day single to Pinhoe (due to my bus ticket fading).

This was all fine until I reached Basingstoke at 2207, where trains to Reading were cancelled. Eventually taxis were booked and I arrived in Reading. I ended up arriving into Oxford at 0048, when I should have arrived at 0001.

I think that claiming for 25% of the value of Oxford to Basingstoke is fairly clear cut, but the status of the return from Pinhoe is ambiguous in my mind. I doubt I could claim on the single from Plymouth, but I'm happy to be corrected there. I would imagine I'd claim from SWR, despite GWR causing the delays. Due to the lateness of the hour and poor connections, it seems mildly unfair that the claim would only be 25%, but I accept that's a matter of policy.

It's really difficult to follow this.

When you said everything was OK until you got to Basigstoke at 2207; was this on time?

If so, surely GWR caused the delay so I'm puzzled as to why you might claim from SWR.

You claim for the delay to your journey.

You may use a combination of two or more tickets for one journey.

Both SWR and GWR promise to pay out on all relevant tickets for the journey.

I'd make your claim a lot easier to understand than it has been here. For example if make it clear the issue was on your return portion ie. Pinhoe to Oxford, and include a tabulated copy of your originally intended itinerary, alongside any delays experienced to that itinerary.

yorkie said:

It's really difficult to follow this.

When you said everything was OK until you got to Basigstoke at 2207; was this on time?

If so, surely GWR caused the delay so I'm puzzled as to why you might claim from SWR.

You claim for the delay to your journey.

You may use a combination of two or more tickets for one journey.

Both SWR and GWR promise to pay out on all relevant tickets for the journey.

I'd make your claim a lot easier to understand than it has been here. For example if make it clear the issue was on your return portion ie. Pinhoe to Oxford, and include a tabulated copy of your originally intended itinerary, alongside any delays experienced to that itinerary.

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Yes, the service from Exeter arrived at Basingstoke on time. All trains from Basingstoke to Reading were cancelled, meaning that SWR had to sort out taxis to take people to Reading. The fact SWR were involved here was the only reason I thought they might be who to claim from.

We arrived at Reading at approximately 2335, meaning I missed the 2330 service to Oxford (which I would have caught). I therefore had to take the 0020 service, which arrived 50 minutes later than I would have done if I hadn't experienced any problems at Basingstoke.

NorthOxonian said:

Yes, the service from Exeter arrived at Basingstoke on time. All trains from Basingstoke to Reading were cancelled, meaning that SWR had to sort out taxis to take people to Reading. The fact SWR were involved here was the only reason I thought they might be who to claim from.

We arrived at Reading at approximately 2335, meaning I missed the 2330 service to Oxford (which I would have caught). I therefore had to take the 0020 service, which arrived 50 minutes later than I would have done if I hadn't experienced any problems at Basingstoke.

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So, just to be clear, the journey where you were delayed was from Exeter Plymouth to Oxford, changing at Exeter, Basingstoke and Reading?

Since it was the cancellation of the trains from Basingstoke to Reading that led to your delay, and since these trains are operated by GWR, they are the company which is liable to pay your delay compensation. If you arrived at Oxford 50 minutes later than you should have done, you are entitled to compensation based on the 30-59 minute delay 'band', which means 25% of the returns held, and 50% of the singles.

The easiest way of making your claim is probably to send GWR an email where you clearly state three lists or tables of whst trains you intended to take, what trains and connections you ended up taking (and at what times), and what tickets you held (with photos of the tickets attached).

ForTheLoveOf said:

So, just to be clear, the journey where you were delayed was from Exeter to Oxford, changing at Basingstoke and Reading?

Since it was the cancellation of the trains from Basingstoke to Reading that led to your delay, and since these trains are operated by GWR, they are the company which is liable to pay your delay compensation. If you arrived at Oxford 50 minutes later than you should have done, you are entitled to compensation based on the 30-59 minute delay 'band', which means 25% of the returns held, and 50% of the singles.

The easiest way of making your claim is probably to send GWR an email where you clearly state three lists or tables of whst trains you intended to take, what trains and connections you ended up taking (and at what times), and what tickets you held (with photos of the tickets attached).

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The full journey I took was actually Plymouth to Oxford. This used a single ticket from Plymouth to Pinhoe, then the return leg of two other tickets (Pinhoe to Basingstoke and Basingstoke to Oxford). I changed at Exeter St David's, Basingstoke, and Reading.

I also apologise for the slightly unclear phrasing last night, I had been travelling for the best part of eight hours and so was very tired.

NorthOxonian said:

The full journey I took was actually Plymouth to Oxford. This used a single ticket from Plymouth to Pinhoe, then the return leg of two other tickets (Pinhoe to Basingstoke and Basingstoke to Oxford). I changed at Exeter St David's, Basingstoke, and Reading.

I also apologise for the slightly unclear phrasing last night, I had been travelling for the best part of eight hours and so was very tired.

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Ah, ok, then my comment remains the case, and replace Exeter with Plymouth.

ForTheLoveOf said:

Ah, ok, then my comment remains the case, and replace Exeter with Plymouth.

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Cheers, thank you for the help!