416GSi
Member
Hello,
Can some-one provide some advice on the next steps?
I was delayed due to a missed connection, at Stockport. The East Midlands Trains service was due to arrive at 14:25 but actually arrived at 14:45 so I missed the onward 14:39 having to wait a further hour for the next train. this gave me an overall delay to my journey of 1hour 17 mins (the following train was on-time but is a slower train). I did have a split ticket at Stockport and reservations for both trains.
I, therefore, made a claim against EMT (as it then was) expecting compensation for the ticket price for a delay of over an hour.
After around a month they denied my claim as the train to Stockport was only 20 mins late which I appealed. They then rejected my appeal, to quote EM(R):-
I responded and pointed out the National Rail Conditions of Travel, clause 14. They further responded:-
I pushed this a bit further and they followed up with:-
The timings do not appear to be disputed by EMR. It appears that they are only disputing if split tickets are considered a single journey or not. I should add the that the franchise changed, the delayed service was provided by East Midland Trains but the Delay Repay is now being provided by East Midlands Railways.
Can anyone advise how I should proceed with this?
Thanks for your help.
Can some-one provide some advice on the next steps?
I was delayed due to a missed connection, at Stockport. The East Midlands Trains service was due to arrive at 14:25 but actually arrived at 14:45 so I missed the onward 14:39 having to wait a further hour for the next train. this gave me an overall delay to my journey of 1hour 17 mins (the following train was on-time but is a slower train). I did have a split ticket at Stockport and reservations for both trains.
I, therefore, made a claim against EMT (as it then was) expecting compensation for the ticket price for a delay of over an hour.
After around a month they denied my claim as the train to Stockport was only 20 mins late which I appealed. They then rejected my appeal, to quote EM(R):-
".......having reviewed your cases, unfortunately, our team with the new system were correct to deny you the refund on your tickets. Delay Repay applies to a journey made on a single ticket and cannot take into account multiple journeys on multiple tickets."
I responded and pointed out the National Rail Conditions of Travel, clause 14. They further responded:-
".....Therefore we are unable to compensate you on this occasion as you would of had to of been delayed 30 minutes of more from our train service....... Therefore as you where only delayed by 20 minutes we are unable to continue with your claim. "
I pushed this a bit further and they followed up with:-
"We will not be taking this any further as we have already explained that your claim was less that 30mins while operating under the East Midlands Trains Franchise and as you had chosen to split your ticket at Stockport station your journey where made under two separate journeys."
The timings do not appear to be disputed by EMR. It appears that they are only disputing if split tickets are considered a single journey or not. I should add the that the franchise changed, the delayed service was provided by East Midland Trains but the Delay Repay is now being provided by East Midlands Railways.
Can anyone advise how I should proceed with this?
Thanks for your help.
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