SWR Delay repay

A fairly minor one in the grand scheme of things, but situation as follows:

SWR have rejected my delay repay claim for this service (I boarded at Ashford at 07:09): https://www.realtimetrains.co.uk/train/Q46580/2019-12-18

They state it arrived at 08:09 - as you can see from the link RTT disagrees with this. As I understand it RTT takes the information from NR data. If this is the case why are SWR disagreeing with this, and is there any benefit in appealing?

I appreciate it's only £1.50 odd in compensation but given the woeful service of late I'm claiming everything I'm entitled to.

There are several different sources of data for this with varying degrees of accuracy and precision.

Did you check or obtain any evidence yourself of arrival time? Since having a similar issue with SWR, if I am in a situation where I am close to the border of 15, 30 or 60 minutes delay I always film myself getting off the train starting from when the train enters the station and continuing with a shot of the station clock.

island said:

There are several different sources of data for this with varying degrees of accuracy and precision.

Did you check or obtain any evidence yourself of arrival time? Since having a similar issue with SWR, if I am in a situation where I am close to the border of 15, 30 or 60 minutes delay I always film myself getting off the train starting from when the train enters the station and continuing with a shot of the station clock.

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During the strike the delay has been around 15 minutes almost every day, sometimes just over and sometimes just under (I don't know when the train is officially marked as arrived). I'm usually on the same one every day. I usually just check RTT or the National Rail app once I'm in the office and submit a claim if it is 15 minutes over. I didn't think I'd have to go to such lengths as filming myself getting off the train just to prove the delay!

If there are several sources of data they should use the one most beneficial to the customer, especially given the current shambles of a service.

I agree the situation is a bit naff. It isn’t helped by the fact that some of the systems will mark a train arrived when it passes a signal outside a station!

This train passed signal W906 at 080905. RTT applies an offset of 140 seconds to that to get the arrival time which seems slightly askew so will put that in the pot to be looked at again.

TRUST's report for this train shows 0809 - it doesn't show seconds. No platforms at Waterloo are able to have a train arrive fully within 55 seconds of passing the home signal so the number in SMART is definitely wrong - it's set at 40 seconds!

island said:

I agree the situation is a bit naff. It isn’t helped by the fact that some of the systems will mark a train arrived when it passes a signal outside a station!

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No downstream systems should be reporting the arrival time as the time that the train passed the prior signal, they should be using an offset derived from this. CIS may show the train has arrived once it is in the berth but it shouldn't be affecting reported arrival times.