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Delay Repay

Do you claim Delay Repay?


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trainophile

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Northern are a different kettle of fish. I was just reading on the Southport local forums that this weekend, which was Southport Air Show, Northern cancelled nine trains into the town on Saturday and four on Sunday. Now that is sheer bad planning.
 
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RailUK Forums

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I gave up recently trying to get a delay repay from Transport for Wales. The online form was insisting on a four digit ticket reference number, but my ticket was blank where the 'help?' section said to look in order to find it (under the date entry). So I couldn't continue with the claim.
(the only numbers on my ticket in a small font on the bottom orange strip were in this format:- xxxxx-xxxx-xxxx-xx-xx-xx & xxxxxxxxxx)
As I would have to submit a photo of the ticket as a matter of course anyhow, why do they need this?

The same problem occurs on the SWR site.

It is sloppy programming, making a field mandatory when it doesn't always apply.

I just enter 12345 so that I can submit the form.
 

JohnR

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I also cannot claim Delay Repay as I did not make the journey. I made the return

My understanding of the rules is that you can claim if you INTENDED to make the journey. I will sometimes catch a bus instead, if a train is cancelled, and will claim DR.
 

naverag

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Has anyone managed to make CrossCountry's online Delay Repay form work? I've tried on a few occasions but the "departure station" and "arrival station" are both non-optional and don't seem to accept anything I put.

Fortunately they accept Delay Repay submissions by e-mail!

On the other hand, my experience with TPE's online form has been excellent.
 

Bantamzen

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I will generally claim in one of two scenarios, when travelling on official business as I am required to, and if I am significantly delayed on personal journeys, which I usually consider to be more than an hour.

It's a shame not everyone claims compensation as if they did I guarantee the TOCs would employ sufficient numbers of staff and delays/cancellations would be reduced.

I'll keep claiming until they get the message to add another tph service or more staff to mitigate delays/cancellations.

This may be the cynic in me kicking in, but will it? At the end of the day if the fault does not lie with the TOC, they get the money from Network Rail, who then will pass the cost onto the taxpayer either directly through the money they receive from the DfT, or indirectly through things like track access charges. And if it is the fault of the TOCs, they will do similarly.

Oh I know that's not what is supposed to happen, but in reality I'm sure Delay Repay will eventually be paid for by the passengers. Such is the nature of a privatised system, the customer will always pay in the end.
 

sheff1

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Has anyone managed to make CrossCountry's online Delay Repay form work? I've tried on a few occasions but the "departure station" and "arrival station" are both non-optional and don't seem to accept anything I put.

I completed it OK for a delay when using split tickets and received a confirmation email with a reference number. However, the email included the following:

There are some things which can help speed up our response to you by ensuring we have all the information we need. Therefore, if you’ve not already done so, can you send us the following by replying to this email;
  • Details of the time and date of the journey you made (or intend to make)
  • Your origin and destination stations (including any changes if applicable)
  • A copy of your ticket(s) or booking confirmation (including any details of price paid etc.)
  • Details of any other passenger(s) in your party
  • Full postal address details. It is also useful to have a telephone contact number for you in order for us to discuss any queries we may have with the information provided. Please be assured we will not use this for anything else other than handling your case.
  • If you are entitled to claim compensation, please can you confirm how you would like to receive this. (For example Rail Travel Vouchers, BACS or PayPal) For any other fulfillment method not listed, please contact our Customer Relations team.
If their system had been designed efficiently it would have identified which info I had provided via the online form - as far as I can tell, most of the fields they mention are compulsory anyway so an online claim should not go through if they are not completed.

EDIT: I have not yet received any compensation - the 10 working days, which is XC's "aim" for a full reply, expires this Friday.
 
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HH

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For any fault that is in NR domain (signal failure, track defect, suicide...) the TOCs start getting compensation from 5 minute delays onwards. This in theory is given back to passengers in Delay Repay... But of course the remaining money which passengers don't claim is kept as profit, not to mention they get compensation after 5 minutes but don't have to pay customers until they experience a 15/30/60/120(!) minute delay.
This is balderdash.

Compensation between TOCs and NR is much more complex than this and works on average lateness, which is allocated based on causes of attributable delay (varies but most generally 3 minutes +). This average lateness is then compared to a benchmark set by the ORR and the difference determines which way the compensation flows. 5 minutes is only the general measure for PPM (on some services it's 10 mins) but no compensation is based on this. Delay Repay has nothing to do with this (schedule 8) compensation, which is supposed to reflect loss of revenue.
 

ValleyLines142

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I personally don't agree with TOCs advertising the 15 minutes delay repay when in reality you get nothing back. My friend claimed for a delay of half an hour the other week and got 72p back from TfW. She said if she'd have know it was going to be so little she wouldn't have bothered.
 

flitwickbeds

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I personally don't agree with TOCs advertising the 15 minutes delay repay when in reality you get nothing back. My friend claimed for a delay of half an hour the other week and got 72p back from TfW. She said if she'd have know it was going to be so little she wouldn't have bothered.
But that means her journey cost was only £1.44 in the first place.
 

ValleyLines142

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But that means her journey cost was only £1.44 in the first place.

I can't remember the full details exactly, it may not have even been 72p in all honesty but it is silly. The point I'm making is that the advertising is misleading and makes out that you can get a fair bit back. People will take advantage of it and go for it if it's out there on posters/signage etc.
 

flitwickbeds

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I can't remember the full details exactly, it may not have even been 72p in all honesty but it is silly. The point I'm making is that the advertising is misleading and makes out that you can get a fair bit back. People will take advantage of it and go for it if it's out there on posters/signage etc.
People who make this argument are also, by definition, arguing their ticket price is too cheap. And I'm sure that's not the case.

25% of 50% of a £30 ticket is £3.75 for a 15-30 minute delay on a return ticket where only one leg is delayed. Is that worth it?

And also, if it happens say three times a week over the course of a year, that's 72p for a 15-30 minute delay turns into a £112.32 "refund" on the ticket. I'm sure someone would say that is worth it...
 

SteveM70

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I personally don't agree with TOCs advertising the 15 minutes delay repay when in reality you get nothing back. My friend claimed for a delay of half an hour the other week and got 72p back from TfW. She said if she'd have know it was going to be so little she wouldn't have bothered.

What you get back is based on what you paid. If you want a bigger payout buy a first class open return!

Personally, my delay repays from Northern range from 95p to £2.95 depending on what ticket I’m on and which station I travel from on my commute. I get the payments in national rail vouchers and a couple of times a year I’ve accumulated enough for a free 7 day season
 

xotGD

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What you get back is based on what you paid. If you want a bigger payout buy a first class open return!

Personally, my delay repays from Northern range from 95p to £2.95 depending on what ticket I’m on and which station I travel from on my commute. I get the payments in national rail vouchers and a couple of times a year I’ve accumulated enough for a free 7 day season
It does seem a bit random that Northern can (hypothetically) delay me two days running on the same service but on the first I get a couple of quid because I'm on the way home from work but on the second I get fifty quid because I'm on my way back from London.
 

yorkie

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My understanding of the rules is that you can claim if you INTENDED to make the journey. I will sometimes catch a bus instead, if a train is cancelled, and will claim DR.
Is this for a Season?

I had a return and I've since discovered that a refund of 50 per cent of the return price (£1.50 in my case so not worth applying for) can be claimed


It does seem a bit random that Northern can (hypothetically) delay me two days running on the same service but on the first I get a couple of quid because I'm on the way home from work but on the second I get fifty quid because I'm on my way back from London.
There isn't really any other methodology that would be sensible though.
 

SteveM70

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It does seem a bit random that Northern can (hypothetically) delay me two days running on the same service but on the first I get a couple of quid because I'm on the way home from work but on the second I get fifty quid because I'm on my way back from London.

You could I suppose extend that to also say that people making identical end to end journeys will receive different compensation if they have paid different amounts for differing tickets, but I really don’t know how else you could approach this.

What we have is transparent and pretty easy to understand, and will hopefully over time become standardised across TOCs. And there’s precious little of that sort of thing in the railway industry at the moment....
 

sheff1

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There isn't really any other methodology that would be sensible though.

I tend to agree.

The EU air travel fixed amount model would either be far too high for a short journey, too low for a long journey or so complicated, with many different 'fixed' amounts, that it would be no better than Delay Repay.

If we look at model which more accurately compensates for inconvenience (a 30 minute delay on a 20 minute turn and go journey is likley to be more inconvenient for most than a 30 minute delay on a couple of trains a day 6 hour journey) the same complications would arise.
 

SteveM70

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Interestingly (to me at least) the current delay repay model essentially contains an element of compensation for consequential loss, something the TOCs like to say they’re not liable for. For example a 10 minute delay causing a missed connection and a knock-on delay of an hour to ultimate destination would be payable by the provider of the first train even though the delay to their train didn’t in itself meet the threshold for delay repay

And of course this is exactly as it should be
 

xotGD

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You could base the compensation on the percentage delay. So going back to my earlier example, a 30 minute delay on a 30 minute journey = 100% therefore full refund; a 30 minute delay on a 3 hour journey = 16.67% delay therefore 16.67% refund. Assuming ticket prices are £10 and £100, this results in £10 an £16.67 compensation, rather than £5 and £50.
 

arb

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I always claim when delayed. But over time I've found the amount of information that I need to enter into online claim systems has grown and grown and they have become so complex to fill in that I now pretty much always resort to the old-fashioned paper forms, which are so much easier to complete.

It helps that on my daily commute I go past both a post box (for sending forms) and my bank (for paying in cheques, since you can't choose a bank transfer on the paper forms for any of the TOCs I use), so this is no extra hassle for me. And also that all of the TOCs I use have freepost addresses - if they didn't then I'd probably put up with the horrendous online forms!
 

flitwickbeds

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...over time I've found the amount of information that I need to enter into online claim systems has grown and grown and they have become so complex to fill in...
That's the exact reason I use TrainClaimer.com!
 

maniacmartin

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The good thing about paper forms is you can fill out your name and address and home/work stations etc once, then just photocopy them when delayed and you only have to write the date, time and delay.
 

Techniquest

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Is it really that complicated with some TOCs? WMR isn't too bad, usually takes maybe 5 minutes to fill in.

I got a confirmation of a £1.20 or so (without checking) Delay Repay claim yesterday, may not sound like much but I'd claim 40p! As Tesco say, every little helps...
 

trainophile

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Just wondering what the situation is when you have an Anytime ticket and the train you intended to get is cancelled so you get the next one. Is this a cancellation claim, in which case you claim from the retailer, or a delay?

Happened yesterday - we went to Lancaster and headed back to the station in good time for the 1651, which eventually turned out to be cancelled, so we got the 1714 instead, arriving at Morecambe 24 minutes later than intended.

I have no intention of following this up as 25% of the return portion of a £2.70 day return ticket is peanuts, but if it were to happen on a more expensive journey would you claim for the cancellation or the delay? I strongly suspect it would be the delay, otherwise you would get a free journey, but the retailer isn’t going to know that you didn’t simply decide not to travel (if your ticket wasn’t marked or barriered). You might have got a lift from a friend or something.
 

paddington

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Just wondering what the situation is when you have an Anytime ticket and the train you intended to get is cancelled so you get the next one. Is this a cancellation claim, in which case you claim from the retailer, or a delay?

Happened yesterday - we went to Lancaster and headed back to the station in good time for the 1651, which eventually turned out to be cancelled, so we got the 1714 instead, arriving at Morecambe 24 minutes later than intended.

I have no intention of following this up as 25% of the return portion of a £2.70 day return ticket is peanuts, but if it were to happen on a more expensive journey would you claim for the cancellation or the delay? I strongly suspect it would be the delay, otherwise you would get a free journey, but the retailer isn’t going to know that you didn’t simply decide not to travel (if your ticket wasn’t marked or barriered). You might have got a lift from a friend or something.

A delay, because you made the journey. Unless you had an advance ticket or your ticket was stamped with the headcode, nobody will know whether you were truly delayed or just fraudulently claiming.
 

yorkie

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Just wondering what the situation is when you have an Anytime ticket and the train you intended to get is cancelled so you get the next one. Is this a cancellation claim, in which case you claim from the retailer, or a delay?
It's as I've said a few times before (and also mentioned in our Fares Guide).

You can either not use the ticket and get a refund, or you can use the ticket on alternative services. If you do use the ticket and you experience a delay, you can claim Delay Repay compensation where applicable.
... would you claim for the cancellation or the delay?
As above; refund if ticket is unused, delay repay if it is used.
...the retailer isn’t going to know that you didn’t simply decide not to travel (if your ticket wasn’t marked or barriered). You might have got a lift from a friend or something.
We need to be careful to avoid a situation where fraud is being encouraged.
 

trainophile

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Sorry, I do appreciate that. You might have spotted that I posted that in the small hours - staying in a hotel and couldn’t get back to sleep so I probably wasn’t thinking about it correctly. It’s obvious really :oops: .
 

trainophile

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On further thought though, I couldn’t claim that the 1714 was late as it wasn’t. So if I claimed for the 1651 wouldn’t Northern refer me to the retailer as it was a cancellation?
 

mrmatt

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Delay Repay is calculated based on the number of minutes late you arrive at your destination compared to if the train you intended to get was on time.

So in your case your intended train was the 1651, you arrived at your destination 24 minutes later than the 1651 would have done therefore that is the basis of the claim. On the delay form you would put your intended service as the 1651 and put the reason down as Train Cancelled.

A refund would only apply if you abandoned your journey or (and I believe this is correct) used a method other than rail to complete it (e.g. you purchased a bus ticket therefore your rail ticket was unused thus entitling you to a refund).
 

yorkie

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On further thought though, I couldn’t claim that the 1714 was late as it wasn’t. So if I claimed for the 1651 wouldn’t Northern refer me to the retailer as it was a cancellation?
Only if they do not understand the simple concept that if the passenger is delayed (and does make the journey using the ticket) then they are entitled to compensation.
 
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