Southern Delay Repay System

dr_novell said:

I was told by Southern that the 6:27 from East Croydon to Tonbridge via Redhill is not recorded on their system although its recorded on National Rail web site. So when making delay repay it gets declined. If I miss the 6:52 from Redhill to Tonbridge then I have to wait until 7:23 for the next service automatically meaning there is a 30 minute delay. This is probably why they do not record this so they can reject any delay repay.

Dr​

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Appeal any such rejection informally with Customer Services at the first instance. If this doesn't get you anywhere, consider taking the matter to the Rail Ombudsman.

As much as I wouldn't doubt it, I really don't think GTR have the nous to intentionally remove a train from their Delay Repay system. It's almost certainly a system error, incompetence if you will, rather than malice.

On what date was this, please?

We follow a set process when checking whether compensation is applicable. The details of any delay are verified using industry systems which hold historic train running information. We have reviewed your claim(s) and can confirm the following:

Journey Details
13 June 2019
East Croydon to Tonbridge at 06:27
Decision: Declined
We have checked the journey you have claimed for and our records show that the delay was 1 minute. This is below the minimum threshold that entitles you to Delay Repay compensation. We used the following information to calculate your delay: The intended leg from 06:27 EAST CROYDON left 7 minutes late, scheduled to arrive at REDHILL at 06:47, arrived 11 minutes late. The intended leg from 07:23 REDHILL left on time, scheduled to arrive at TONBRIDGE at 07:53, arrived 1 minute late. Total journey delay: 1 minute.

The East Croydon to Redhill service arrived at 06:58. http://timetablehistory.com/times.aspx?uid=W22970&date=20190613

This missed the connection for the Redhill to Tonbridge, which was scheduled to leave at 06:52 but left at 06:53 and was indeed 1 minute late. http://timetablehistory.com/times.aspx?uid=W23708&date=20190613

Redhill has a 5 minute interchange, so the 5 minute scheduled connection was valid.

I don't know if any other TOCs offer it, but Transpennine's delay repay site gives you information about the scheduled times on the day in question.
https://delayrepay.tpexpress.co.uk/
Which shows :-
Southern do seem to have messed up the connection time for some reason.