• Our booking engine at tickets.railforums.co.uk (powered by TrainSplit) helps support the running of the forum with every ticket purchase! Find out more and ask any questions/give us feedback in this thread!

LNER Delay repay dispute

Status
Not open for further replies.

CreamNCookies

Member
Joined
10 Aug 2018
Messages
414
Can someone help me who is able to verify something.

I travelled on the 25th July on the 1225 NCL to KGX train. LNER are saying the train was delayed by 59 minutes, but im trying to dispute it saying it was a bit more.

Does anyone know how to find out? If so can someone help me. I'm literally flummoxed here.
 
Sponsor Post - registered members do not see these adverts; click here to register, or click here to log in
R

RailUK Forums

221129

Established Member
Joined
21 Mar 2011
Messages
6,520
Location
Sunny Scotland
The 1225 Newcastle to London KX train on 25th July 2019 arrived into Kings Cross only 11 mins late.
 

CreamNCookies

Member
Joined
10 Aug 2018
Messages
414
It is a real puzzling one.

For the life of me I cant remember the actual time I got into KGX (I had been on a 25 hour shift and was extremely tired). It would have helped if I had used my oyster to help verify approximate timings onwards from Kings Cross. But I am certain it was over an hour.

Maybe I should just accept the 50% payment of a ticket back.

Thanks for your responses :)
 

jawr256

Member
Joined
15 Apr 2017
Messages
131
There seems to have been a late amendment to the schedule (presumably for heatwave-related reasons) - the service is usually due to arrive at 15:40, but has been amended for that day to give a scheduled arrival of 16:11. The recorded arrival time of 16:21 (Recent Train Times) or 16:22 (Real Train Times) explains the quoted variation between 11 and 41 minutes late (but not LNER's 59). Whether the recorded arrival time tallies with your actual experience is another question.

25 July
http://www.realtimetrains.co.uk/train/Y31249/2019/07/25/advanced

Usual
http://www.realtimetrains.co.uk/train/Y31249/2019/08/01/advanced
 

43094

Member
Joined
19 May 2010
Messages
892
This is due to the revised schedules created to reflect 60MPH running (maximum) between Peterborough and London (and vice-versa), due to the extreme heat on that day.

The schedules were uploaded at some point late on 24th or early on 25th, so it depends what timetable was published at the time the tickets were purchased.
 

gray1404

Established Member
Joined
3 Mar 2014
Messages
6,574
Location
Merseyside
When did you buy your ticket? If you purchased your ticket before the amended timetable was published then you are entitled to delay repay against the original timetable.
 

Starmill

Veteran Member
Fares Advisor
Joined
18 May 2012
Messages
23,224
Location
Bolton
@CreamNCookies - were you travelling with an Advance ticket, or some other ticket? How did you book your ticket? If you booked it online, do you still have your email confirmation? (Or, unlikely, I accept, if you booked it at a ticket office did you keep the journey printout?)
 

CreamNCookies

Member
Joined
10 Aug 2018
Messages
414
Ahh my tickets were bought a while ago as an advanced ticket, so this makes a bit more sense.

You are all amazing!
 

Haywain

Veteran Member
Joined
3 Feb 2013
Messages
14,877
Ahh my tickets were bought a while ago as an advanced ticket, so this makes a bit more sense.
So, your train arrived 40-odd minutes late into London and the DR you are entitled to is 50%, which is what LNER offered at the outset.
 

CreamNCookies

Member
Joined
10 Aug 2018
Messages
414
I genuinely thought it was a bit over an hour, however I was extremely tired and after being awake more than 24 hours a bit dazed and confused. But appears I was totally wrong.

Anyway cannot complain with getting half the ticket cost back, especially when I still made it in one piece.
 

Wheldon

New Member
Joined
9 Aug 2019
Messages
1
I travelled from Leeds to London Kings Cross on the same day on the 12:15. We arrived over an hour late, but when I claimed they said the train was 39 minutes late and offered me £18.73, i.e. 50% of the ticket price).

I've just phoned through to LNER Complaints on 0345 722 5333 and have spoken with a helpful woman called Claire who confirmed there was a timetable change though she was unsure of the actual time, but that the arrival times that had been used to calculate delay repays were wrong. There had been an email about it to the staff. She consulted her supervisor who has agreed for me to get the 100% refund on the ticket price.

I'd bought a Super Saver Off Peak Return ticket with a senior rail card deduction. I purchased it on 23 July in person at King's Cross Station for travel up to Leeds from London on 24 July and return on 25 July.

My advice is to give them a call and see what they say over the phone - just be prepared for a long wait on the phone to get through to the complaints team.
 
Status
Not open for further replies.

Top