TPE repay delay refused

I made a journey on Friday evening from Manchester Victoria to York, the train was running late by the time it arrived and we were all told to put a delay repay claim in, mine however has just been refused and I`m wondering if I`ve given the right train details, is there any way to find out which TPX services from Manchester Victoria around that time, were delayed over 30 minutes?
Thank you for your delay repay claim which we received on Mon, 05 Aug 2019.
We are sorry that you experienced a delay to your journey.

Your claim has been checked using a set process and the details of any delay verified using industry systems holding historic train running information. We have reviewed your claim and can confirm the following:

Journey Details:
Travel Date: Fri, 02 Aug 2019
Departing 17:02 from MANCHESTER VICTORIA to YORK

Decision: Unsuccessful

We’re sorry you experienced a delay. We’ve reviewed your claim and calculated the overall delay to your journey was 20 minutes. In this instance no compensation is due.

We used the following information to calculate your delay:
The intended leg from 17:02 MANCHESTER VICTORIA left at 17:08, scheduled to arrive at YORK at 18:16, actually arrived 18:36.
Total journey delay: 20 minutes - your intended arrival time was 18:16 and the calculated arrival time for your journey was 18:36.

If you believe we’ve made the wrong decision or that you’ve given us the wrong information, then the quickest way to update us is to appeal the claim using our online web page at https://delayrepay.tpexpress.co.uk/claim/TPE-1766-744-329

You just need to tell us why you’re submitting the appeal and update any extra details or evidence to help us make the right decision.

Was the 1702 the train you caught?

Presumably you just missed the train that departed at 1659, or you had an Advance on the 1702.

If that was the train then it was only 20 mins late arriving into York.

RTT shows it arriving 20L.

yorkie said:

Was the 1702 the train you caught?

Presumably you just missed the train that departed at 1659, or you had an Advance on the 1702.

If that was the train then it was only 20 mins late arriving into York.

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Thanks Yorkie, it may have been the 16.59? I know we were told to put a delay repay in

RTT shows the 16:59 at 33L at York. http://www.realtimetrains.co.uk/train/Y00480/2019/08/02/advanced

It's the 1647, running 12 late at Victoria and 33 late at York. There is no 1659.

However if you intended to catch the 1702 originally and caught the late-running 1647 then you are not eligible for any compensation.

All depends on which train you planned to catch originally. If you arrived at Victoria after 1647 then you couldn't have planned to catch that one.

Darandio said:

RTT shows the 16:59 at 33L at York. http://www.realtimetrains.co.uk/train/Y00480/2019/08/02/advanced

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Ah that must be the one, thanks

bb21 said:

It's the 1647, running 12 late at Victoria and 33 late at York. There is no 1659.

However if you intended to catch the 1702 originally and caught the late-running 1647 then you are not eligible for any compensation.

All depends on which train you planned to catch originally. If you arrived at Victoria after 1647 then you couldn't have planned to catch that one.

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Thanks very much, to be honest I just intended catching the first available to York, I was on an open ticket and we were advised to claim you see, cheers

If you never intended to go for the 1647 and would not have caught it if it had been on time, then your intended train was the 1702 and so no compensation was payable.

It's unclear which train you got or which you intended to get, so difficult to advise.

yorkie said:

If you never intended to go for the 1647 and would not have caught it if it had been on time, then your intended train was the 1702 and so no compensation was payable.

It's unclear which train you got or which you intended to get, so difficult to advise.

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Thanks Yorkie, I just turned up and caught the first train to York, but it took longer than it should have, plus I had to stand all the way and we were advised by Trans Pennine staff to put a claim in, so to test it, I did you see, so it would have been the 16.47 I caught if that was the late running service.

If you turned up after 1647, I don't think it's a valid claim unfortunately.

As for having to stand, if you don't have a reservation for the train, you can choose to stand or you can choose to wait for the next one, but I think that's just a choice for each person to make without being compensable.

If you did have a reservation and there were no reservations on the service, and you had to stand, that's different

yorkie said:

If you turned up after 1647, I don't think it's a valid claim unfortunately.

As for having to stand, if you don't have a reservation for the train, you can choose to stand or you can choose to wait for the next one, but I think that's just a choice for each person to make without being compensable.

If you did have a reservation and there were no reservations on the service, and you had to stand, that's different

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Thanks Yorkie, in that case we shouldnt have been told to claim, of interest I`ve sumitted the correct one now and that has also been rejected dispite the fact that that one was delayed, the 16.47, had I realised of course that a train was following that one with a seat then I would have caught that one. I think regardless of if you have planned to catch a certain train or just turned up, if the train is delayed, according to the websites, you are entitled to compensation.

shredder1 said:

in that case we shouldnt have been told to claim

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We're you personally told to claim having explained what happened to a member of staff? Or was a PA announcement directed to all passengers?

If the former then no you probably shouldn't have been but mistakes happen if the latter then it will have been aimed at a general audience and there may well have been people suitably delayed due to missed connections and what have you.

ainsworth74 said:

We're you personally told to claim having explained what happened to a member of staff? Or was a PA announcement directed to all passengers?

If the former then no you probably shouldn't have been but mistakes happen if the latter then it will have been aimed at a general audience and there may well have been people suitably delayed due to missed connections and what have you.

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OK no problems as I said I was just testing the system, the cost would have been about a fiver delay repay, which is nothing of course. I think I`ve only made one reclaim before and that was because a journey was aborted, they actually made a mistake with this, but then realised what they had done and corrected it, thanks for the info anyway guys, appreciated.

Train staff are not going to go into detail for every passenger's journey. It makes a refreshing change for delay repay to be mentioned on train, I can't recall the last time I heard an announcement. As for your claim, delay repay is intended to compensate for a delay to your journey. So ask yourself, what time did I expect to get to York and what time did I actually arrive? If the difference is more than 29 minutes then you have a valid claim. The delay repay online form asks you to choose a service, did you pick the 1702 thinking you had travelled on it?

snail said:

Train staff are not going to go into detail for every passenger's journey. It makes a refreshing change for delay repay to be mentioned on train, I can't recall the last time I heard an announcement. As for your claim, delay repay is intended to compensate for a delay to your journey. So ask yourself, what time did I expect to get to York and what time did I actually arrive? If the difference is more than 29 minutes then you have a valid claim. The delay repay online form asks you to choose a service, did you pick the 1702 thinking you had travelled on it?

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Yes I picked the wrong train I`d travelled on Snail, which is why I asked on here, cheers

We don't know exactly what was said, but the wording probably should have included something like "if journey was delayed by 30 minutes or more..."

shredder1 said:

OK no problems as I said I was just testing the system, the cost would have been about a fiver delay repay, which is nothing of course. I think I`ve only made one reclaim before and that was because a journey was aborted, they actually made a mistake with this, but then realised what they had done and corrected it, thanks for the info anyway guys, appreciated.

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Actually for future reference, if a journey is aborted due to a delay or cancellation then this should be a refund request (from the retailer) rather than a Delay Repay claim.