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Virgin Delay Repay

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BlueFox

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20 May 2013
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759
Location
Carlisle
I was on a delayed Virgin service on Friday. The 11:49 from Carlisle to Euston arrived 30 minutes late.

But the National Rail website said it was 29 late.
Realtime Trains says it was 29.75 minutes late.

It was definitely 30 minutes late when the train stopped at the platform though. My phone time comes from GPS so it's accurate, and I'd been watching it closely as we approached Euston, hoping the train would be 30 late.


It was an Advance ticket bought from the Virgin website, so I should get automatic delay repay, but I don't expect that will happen.

Is there any point making a claim for this or will I just be wasting my time?
What's the best way to contact them to explain the situation? Presumably if I claim via the usual system it will be rejected automatically.
 
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gray1404

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3 Mar 2014
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There is no harm in putting in a claim. Expect it to be reject first time, it is often automated, so appeal it so an actual person looks at it. Annoyingly it is, as you have seen, showing on realtimetrains as 29 3/4 minutes late.
 

yorkie

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67,439
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Yorkshire
I was on a delayed Virgin service on Friday. The 11:49 from Carlisle to Euston arrived 30 minutes late.

But the National Rail website said it was 29 late.
Realtime Trains says it was 29.75 minutes late.

It was definitely 30 minutes late when the train stopped at the platform though. My phone time comes from GPS so it's accurate, and I'd been watching it closely as we approached Euston, hoping the train would be 30 late.


It was an Advance ticket bought from the Virgin website, so I should get automatic delay repay, but I don't expect that will happen.

Is there any point making a claim for this or will I just be wasting my time?
What's the best way to contact them to explain the situation? Presumably if I claim via the usual system it will be rejected automatically.
Put a claim in but I expect they will be reluctant to admit it is 30 minutes.

I've been waiting weeks for a resolution to a claim in which they are haggling over 15 seconds as to whether it was an hour or just under an hour.

Maybe the new operator will be better in this area but I am not going to get my hopes up yet.
 

BlueFox

Member
Joined
20 May 2013
Messages
759
Location
Carlisle
i put my claim in today, and it was very quickly rejected.

The rejection email contained a link to a survey, which offered me the chance to win first class tickets on any Virgin Trains service. The survey asked me how likely I am to travel again with Virgin Trains...

I've replied to the email explaining that they are wrong, and the train was definitely 30 minutes late. Presumably that's the best way to get in touch again. There was no mention of an appeal process in the email.
 

Wallsendmag

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11 Dec 2014
Messages
5,136
Location
Wallsend or somewhere in GB
i put my claim in today, and it was very quickly rejected.

The rejection email contained a link to a survey, which offered me the chance to win first class tickets on any Virgin Trains service. The survey asked me how likely I am to travel again with Virgin Trains...

I've replied to the email explaining that they are wrong, and the train was definitely 30 minutes late. Presumably that's the best way to get in touch again. There was no mention of an appeal process in the email.
First response is more than likely automated.
 

MKB

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Joined
15 Oct 2008
Messages
601
I've known actual times differ from the recorded times by up to 5 minutes. Coming into Liverpool Lime Street is often 2-3 minutes later than recorded.

Furthermore, I have always taken the arrival time for the purposes of Delay Repay to be the time the doors open, not the time the train stops, so that can add on another minute, especially with some LM guards.

Whenever I'm on the cusp of a Delay Repay tier, I now collect evidence by recording video of the doors opening with a pan up to the platform clocks. I've had to appeal three Delay Repays where the TOC disputed the actual arrival time, but all were won on appeal, without the video evidence I told them I had been requested.
 

glenbogle

Member
Joined
11 Aug 2011
Messages
223
I was on an LNER service last week, arrived 32 late according to Traksy.
Submitted a delay repay claim to be told it arrived 29 late, checked at my local station and it showed 30 late on the Trust system.
Phoned LNER who admitted it was 30 late not 29!
Don’t give up!!
 

glenbogle

Member
Joined
11 Aug 2011
Messages
223
I was on an LNER service last week, arrived 32 late according to Traksy.
Submitted a delay repay claim to be told it arrived 29 late, checked at my local station and it showed 30 late on the Trust system.
Phoned LNER who admitted it was 30 late not 29!
Don’t give up!!
Delay vouchers came this morning.
 

glenbogle

Member
Joined
11 Aug 2011
Messages
223
Continuing onto Virgin delay repay, I submitted a postal application 4 weeks for Virgin and not heard anything -the train I travelled on was over an hour late.
Are they still settling the claims now they’ve lost the franchise ?
 

Marton

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Joined
9 Nov 2008
Messages
663
I had an email from VTWC saying they were dealing with anything of theirs.

that may be delayed by the bad day at the end of November. 27 I think. I have a case with them too as I had to go London GLASGOW via York. Not a bad thing inasmuchas MkIV are my preferred vehicles.
 

BlueFox

Member
Joined
20 May 2013
Messages
759
Location
Carlisle
i put my claim in today, and it was very quickly rejected.

I appealed and have been successful.


And I've now had a delay repay claim from Avanti incorrectly declined.

I was on a late Avanti service to Crewe, so I missed the connection to an EMR train to Derby.
Avanti have said they're passing this claim to EMR, because the delay was their fault...
 

CheapAndNerdy

Member
Joined
17 Jan 2010
Messages
341
I appealed and have been successful.


And I've now had a delay repay claim from Avanti incorrectly declined.

I was on a late Avanti service to Crewe, so I missed the connection to an EMR train to Derby.
Avanti have said they're passing this claim to EMR, because the delay was their fault...

I've had that with Avanti this week. They're blaming Northern for one of their services being 60 minutes late into Wigan North Western (delay was caused by animals on the line in the Nuneaton area)! I have appealed and also raised a complaint.

Now, if Avanti does pass on my personal details to Northern, I wonder if there are any GDPR implications as there would have been no valid reason to do so.
 
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