Saperstein
Member
Quick question - if you are delayed because you couldn’t psychically board can you claim delay repay?
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Delay repay when physically unable to board
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Saperstein
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WMT actually have this option on their form, though the form takes about 10 minutes to complete!
Saperstein
Member
Thanks @yorkie although in this case it was a TfW service involved so will take it up with them.
Got ticket checked just after Prestatyn although no mark. On arrival back at Chester the ticket barriers were manned and I was getting ready to explain that I needed to hang onto the ticket but the chap just waived me through!
I remember once after a cancelled Crewe - Chester service and the next 2 car 150 being absolutely rammed, ATW made me tear it in half at the gateline.
I’d rather had not done that in this case because of all else fails I hope the magstripe proves what time I went through the barriers at Rhyl.
So, I’ll have to biro the ticket myself before submitting my claim (TfW only want to see cancelled tickets which is fair enough).
Saperstein
Member
Just filling in the complaint form at
https://tfwrail.wales/complaint-submission
But getting:
Can anyone help please?
https://tfwrail.wales/complaint-submission
But getting:
Can anyone help please?
maxbarnish
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The file extension you have is .jpeg - it needs to be saved as .jpg file extension instead
Saperstein
Member
Strange thing is, if uploading to the normal delay repay thing at TfW it allows you to upload .jpeg files which is how the iPhone saves them.
My girlfriends on Android so I might have to borrow her phone in the morning in order to complete this task if I can’t fathom out a way to change said extension.
My girlfriends on Android so I might have to borrow her phone in the morning in order to complete this task if I can’t fathom out a way to change said extension.
looks like extremely poor validation; .jpeg is the same format as .jpg.
The name of the format is "JPEG format" (JPEG stands for Joint Photographic Expert Group); traditionally Windows devices required 3 letter extensions, so the standard extension became .jpg.
Of course Windows no longer has any such limitation, so there is no reason not to accept either .jpg or .jpeg extension names providing the format is correct.
Try re-naming the file and it'll probably work!
The name of the format is "JPEG format" (JPEG stands for Joint Photographic Expert Group); traditionally Windows devices required 3 letter extensions, so the standard extension became .jpg.
Of course Windows no longer has any such limitation, so there is no reason not to accept either .jpg or .jpeg extension names providing the format is correct.
Try re-naming the file and it'll probably work!
Saperstein
Member
Thanks for the explanation @yorkie I tried renaming it via a converting site but ended with ticket.jpg.jpeg which TfW’s software point blank rejected... lol
Tried bmp but then it moaned the file size was too big... lol
Will try Android in the morning.
Saperstein
Member
iOS 12.3.1
ForTheLoveOf
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You can make your claim much more efficiently by using the TfW Delay Repay form. It's outsourced to the same company that West Midlands Trains use and includes and option for being delayed due to being unable to board the train.
I don't think there has ever been a case where doubt in a Delay Repay claim has been dealt with by means of checking the magnetic strip. The administration costs of doing this would, in almost all cases, far outweigh the potential savings. Claims are generally taken at face value unless there is reason to believe they are fraudulent.
maxbarnish
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I wish that were always true, but I am increasingly finding the opposite - a pure reliance on data systems without heed to what actually happened
ForTheLoveOf
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Ah well that is something different - that is a case of automated systems being too poorly coded to deal with various nuanaces such as TOC-restricted tickets. But you don't, for example, get a response telling you your claim has been denied because you don't have any proof you were onboard the train.
Saperstein
Member
Thanks @ForTheLoveOf whether is just the mobile version of the page not showing that option or I’m just missing it I don’t know lol. (See attachment).
Anyway I’m the end I submitted my claim to TfW customer services using my girlfriends Android handset as their site wouldn’t let me upload the picture of the ticket via iOS.
If you have a big phone, you can turn it landscape, which often renders the full desktop version of the website. Or if not, you should be able to force the desktop version of the site to load.
londonbridge
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Some years ago I arrived at Clapham Junction trying to get to Reading for football. There was plenty of space on the platform but England were also playing rugby at Twickenham. The platform quickly filled up and when the first train arrived it was already fairly full. I was pushed, shoved and manhandled out of the way and was unable to board. When the second train arrived the same thing happened again. When I complained to a member of platform staff he basically said 'what do you want me to do about it'?, to which I replied that they should look at temporarily closing the platform to prevent overcrowding and not allowing those who had turned up five minutes earlier to board at the expense of those who had already been there half an hour. I managed to get on the next train that came in but if I'd been on an advance I would not have been happy at being asked to buy a new ticket when in no way was it my fault that I was unable to board.
kristiang85
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TOCs can be notoriously unwilling to pay out for this if it was never officially reported to them a service was overcrowded; so I always make sure I get a time-stamped image on my phone. That usually helps.
ForTheLoveOf
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I hope the person who wrote that is now aware of their substantial error! Unfortunately it demonstrates the anti-customer sentiment that still pervades certain parts of the rail industry.
Saperstein
Member
Tried a few things, no joy, so loaded up the West Midlands claim form and that shows the option straight away so maybe it’s just WMT offering it now?
Camera creates the image in HEIF (High Efficiency), unless you've changed it in Settings->Camera->Formats
When uploading to Delay Repay an on-the-fly conversion will be done to convert to JPEG and a JPEG extension used.
If the Delay Repay site can't cope, the ones I use can, then use this work-around:
Take a picture of your ticket using Camera.
From Photos export the ticket image using the option Save to Files. This saves the image with a .JPG extension.
In the Delay Repay form "Choose image" select Browse instead of Take Photo or Photo Library
Navigate to where you saved your ticket image and click on it to upload.
Edit to add another method:
In the Delay Repay form "Choose image" select Take Photo instead of Photo Library or Browse.
Take the photo of the ticket image and the created image is uploaded with the .JPG extension.
When finished take another photo of your ticket as the above method doesn't save to Photos Library.
Last edited:
Saperstein
Member
Update: I received an e-mail from TfW customer services this afternoon in relation to this incident.
Basically, they don’t want to know, which surprises me, as I don’t normally have too much hassle with TfW.
Saperstein.
Basically, they don’t want to know, which surprises me, as I don’t normally have too much hassle with TfW.
Saperstein.
Saperstein
Member
Hi @yorkie
I’m going to!
I’ve been on the Rail Ombudsman website and it’s asking:
All I’ve done so far is e-mail customer services and got their response, does this count as a formal complaint or do I need to do something else?
Saperstein.
Saperstein
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