LNER refuse delay repay claim

I just wondered if anyone else is putting claims in, which they believe are valid, under the LNER delay repay scheme and they are getting refused?
I think my claim is a valid one?

I booked a ticket on an LNER train from London to Leeds with an onward journey with Northern Rail to Ilkley all through the LNER website. I believe my destination is counted as Ilkley, although I'm not sure LNER see it that way. The LNER train to Leeds was delayed by 29 minutes as another LNER train had broken down. This delay caused me to miss my connection to Ilkley. I caught the next train but arrived at my destination 35 minutes late. LNER say their policy is to compensate if you arrive at your destination 30 mins late - so I believe my claim is valid?

Yes, I'd agree. Appeal it, they probably just made an error.

Did you use 1 ticket or 2 for the journey?

I recently applied for Delay Repay from LNER. I used split tickets, but both booked through the LNER website. They initially refused the full money due saying delay repay doesn't apply to split tickets, and only applies to the LNER ticket not any connecting trains with other TOCS. I have tried to communicate since but despite promises someone will get back to me, no-one has.

LNERpassenger said:

I just wondered if anyone else is putting claims in, which they believe are valid, under the LNER delay repay scheme and they are getting refused?
I think my claim is a valid one?

I booked a ticket on an LNER train from London to Leeds with an onward journey with Northern Rail to Ilkley all through the LNER website. I believe my destination is counted as Ilkley, although I'm not sure LNER see it that way. The LNER train to Leeds was delayed by 29 minutes as another LNER train had broken down. This delay caused me to miss my connection to Ilkley. I caught the next train but arrived at my destination 35 minutes late. LNER say their policy is to compensate if you arrive at your destination 30 mins late - so I believe my claim is valid?

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It is a valid claim but LNER frequently reject such claims.

Solent&Wessex said:

Did you use 1 ticket or 2 for the journey?

I recently applied for Delay Repay from LNER. I used split tickets, but both booked through the LNER website. They initially refused the full money due saying delay repay doesn't apply to split tickets, and only applies to the LNER ticket not any connecting trains with other TOCS. I have tried to communicate since but despite promises someone will get back to me, no-one has.

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They tend to use any excuse; if you used a combination of tickets they may give that excuse, and if you didn't they may just say they are only paying out if the LNER train was 30 or more minutes late. They make it up as they go along.

I recommend you both escalate the matter to Mike Ross ( Mike.Ross@lner.co.uk ), so far all forum members who have contacted him and provided me with feedback have said that he was able to resolve their cases to their satisfaction.

If that fails, the next step is the Rail Ombudsman.

The reality is that most people will give up as they won't know their rights and/or their time will be worth more than they'll get back. It's a national disgrace affecting several TOCs.

Bletchleyite said:

Yes, I'd agree. Appeal it, they probably just made an error.

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They make a lot of "errors" and they have been made aware, at the highest level, that these "errors" continue to occur.

My conclusion therefore is that it's policy, at least at the call centre level. My discussions with a "manager" at their call centre a few years ago made me realise just how out of control the call centre was, and how little they cared what head office said.

"errors"