maxbarnish
Member
- Joined
- 3 Oct 2017
- Messages
- 110
I won't be taking this further, but just updating for people's awareness.
16 May 2019 - delayed SWR train from Cranbrook caused me at Exeter St David's to miss 10.50 XC service to Cheltenham for onward to Nottingham. It was a tight but valid connection - 8 mins vs minimum 6. The 10.50 was missed, the 11.24 taken. Thanks greatly to Exeter St David's duty station manager for typing a letter asking for my advance ticket to be accepted, which was no issue. I arrived just over 30 minutes late. Put in Delay Repay and bizarrely told it was 15-29 minutes. Appealed with clear information and rejected. No-one knows the journey better than the person who did it and this is frankly insulting. They said it was based on information available to them, but that clearly didn't include the most important information of all - the customer's account. Very frustrating. No point taking it further.
16 May 2019 - delayed SWR train from Cranbrook caused me at Exeter St David's to miss 10.50 XC service to Cheltenham for onward to Nottingham. It was a tight but valid connection - 8 mins vs minimum 6. The 10.50 was missed, the 11.24 taken. Thanks greatly to Exeter St David's duty station manager for typing a letter asking for my advance ticket to be accepted, which was no issue. I arrived just over 30 minutes late. Put in Delay Repay and bizarrely told it was 15-29 minutes. Appealed with clear information and rejected. No-one knows the journey better than the person who did it and this is frankly insulting. They said it was based on information available to them, but that clearly didn't include the most important information of all - the customer's account. Very frustrating. No point taking it further.
