GTR Delay Repay following a Fail to Call

Just had an email back from GTR regarding a delay on the 10th October.

I was attempting to travel from Stevenage to Arlesley on the 12:44 service. This train was upwards of 30 late and the stops at Arlesley, Sandy and St. Neots were ripped out.

I had to alight at Hitchin as a result. The next service was the 13:20 from Hitchin. However the problem was compounded by a bridge strike outside Hitchin station. When the 13:20 eventually did arrive, at around 13:45 IIRC, it failed to call and went straight through. The service was advertised and announced as normal but it was a bit difficult to board a fast moving train...

I heard one of the station staff saying they had reported it to On Call management. The 13:50 arrived, IIRC, at around 14:05.

Yet GTR have only paid out for a 30-59 minute delay. As I ended up on a service an hour later than I should have done, which was also late, my delay was obviously more than that.

What's the best way to proceed, given RTT is out of the question due to it being more than 7 days ago? I'd be willing to give the delay repay team the benefit of the doubt IF it weren't for the fact I filled in the information box explaining exactly what happened!

185143 said:

I was attempting to travel from Stevenage to Hitchin on the 12:44 service. This train was upwards of 30 late and the stops at Arlesley, Sandy and St. Neots were ripped out.

I had to alight at Hitchin as a result.

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I think one of the 'Hitchin's is a typo. Please can you clarify?

You may try Recent Train Times for train info upto 100 days.
And, what was your final destination?

You can appeal the outcome of your delay repay claim. When you do this just explain briefly what happened and how you came to arrive over an hour late. The email you received paying out for a 30 minute delay should have instructions on how to appeal if you think their decision is wrong. If it doesn't then you can submit a fresh claim but To sure to quote your reference number in the comments box. Alternatively you could email customer services quoting your reference number and explaining the above.

The train was 17 minutes late at Arlesey, Biggleswade, Sandy and St Neots, according to RTT. You should simply email back to GTR pointing out that they have got it wrong, and why.

I'm confused what was the actual journey being undertaken, you say Stevenage to hitchin. But then say you were continuing on from hitchin.

Fawkes Cat said:

I think one of the 'Hitchin's is a typo. Please can you clarify?

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hkstudent said:

You may try Recent Train Times for train info upto 100 days.
And, what was your final destination?

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westcoaster said:

I'm confused what was the actual journey being undertaken, you say Stevenage to hitchin. But then say you were continuing on from hitchin.

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Arlesley was my destination.

I've tried looking for that train on Raildar - I think I found it, but you might need to be logged in to view that page. See, that page implies that the train called at Arlesley 24 minutes late as opposed to that stop being cancelled. If the cancellation/non-stop wasn't correctly recorded by GTR, they may be screwing up their calculations as to how much DR compensation they owe you.

Alteran Ancient said:

See, that page implies that the train called at Arlesley 24 minutes late as opposed to that stop being cancelled.

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My reading of that is that it has only a passing time - note that stations with stops show both an arrive and depart time, even if they are the same.

Alteran Ancient said:

I've tried looking for that train on Raildar - I think I found it, but you might need to be logged in to view that page. See, that page implies that the train called at Arlesley 24 minutes late as opposed to that stop being cancelled. If the cancellation/non-stop wasn't correctly recorded by GTR, they may be screwing up their calculations as to how much DR compensation they owe you.

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You need to be logged in to see it. I remember the NRE app said the train had departed Hitchin+Arlesley "2X Minutes Late" but NRE showed both stations as "Not Stopping". The station staff reported it so I would have expected the details of what happened to be amended accordingly?

Haywain said:

My reading of that is that it has only a passing time - note that stations with stops show both an arrive and depart time, even if they are the same.

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It could be a slight UX/Usability issue - the diagram is pretty creative, but also potentially confusing. I've loaded up other trains and where they've not stopped, they've come up in red as "cancelled" on the stops that they were cancelled at. This particular train didn't have that, implying that the train either did call there, or that it was booked to pass it and was never going to stop anyway.

Alteran Ancient said:

See, that page implies that the train called at Arlesley 24 minutes late as opposed to that stop being cancelled. If the cancellation/non-stop wasn't correctly recorded by GTR, they may be screwing up their calculations as to how much DR compensation they owe you.

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Trains failing to call at stations (intentionally or otherwise) are not recorded in the same way by sites using open data and by internal sources.

Unfortunately, from experience of both, I do not believe there are any publicly-available historic data sources which will accurately capture all missed stops on every occasion.