Delay repay without the ticket

trainophile · 8 Jan 2020

This morning I intended to get the 0938 Scotrail from Kirkcaldy to Dundee, and got the 0915 from Burntisland to make this connection, only to find the Arbroath train was cancelled and the next one was an hour later at 1039.

There was nothing I could do except hang around in Kirkcaldy for an hour.

Upon arriving at Dundee I stupidly completely forgot about delay repay, and the exit barrier swallowed my ticket.

it was an off peak day return and I still have the return part, which shows my online booking reference and the other relevant details.

However I (a) can’t prove that I intended to get the cancelled service, and (b) don’t have the outbound ticket.

Is it worth even trying to make a claim?

edit: should have made clear that it was a Kirkcaldy to Dundee day return.

RailUK Forums

freddie1729 · 8 Jan 2020

I've made claims with the other portion of a return before. I also suspect ScotRail would accept your online booking as proof.

SteveM70 · 9 Jan 2020

They should be able to identify the outward ticket from the return portion and then identify the time it was eaten by the gateline which would help corroborate your claim

trainophile · 9 Jan 2020

Thanks both. It’s only a fiver (with railcard) but I might as well give it a go as it did mess up my plans.

Haywain · 9 Jan 2020

SteveM70 said:
then identify the time it was eaten by the gateline

How do you think this would be achieved?

Merseysider · 9 Jan 2020

SteveM70 said:
and then identify the time it was eaten by the gateline which would help corroborate your claim

Gatelines are regularly emptied of tickets and in any case the magstrip isn’t capable of transmitting anything through the air, simply produced a limited amount of data when ‘read’.

SteveM70 · 9 Jan 2020

Haywain said:
How do you think this would be achieved?

Maybe I was misinformed, but when the gateline was installed at Manchester Victoria a then director of Northern was telling anyone who’d listen that the software in the gateline recorded the time each unique ticket was inserted.

Maybe I should have known better than to believe what he said?

221129 · 10 Jan 2020

SteveM70 said:
Maybe I was misinformed, but when the gateline was installed at Manchester Victoria a then director of Northern was telling anyone who’d listen that the software in the gateline recorded the time each unique ticket was inserted.

Maybe I should have known better than to believe what he said?

Only onto the ticket itself...

Haywain · 10 Jan 2020

SteveM70 said:
Maybe I was misinformed, but when the gateline was installed at Manchester Victoria a then director of Northern was telling anyone who’d listen that the software in the gateline recorded the time each unique ticket was inserted.

Maybe I should have known better than to believe what he said?

Technically, that’s true but it doesn’t have any means of recoding the identity of each unique ticket so the time without the ticket identity isn’t going to be overly helpful.

trainophile · 10 Jan 2020

Anyway in the instance of this thread it wouldn’t help much knowing that I arrived at 1124 instead of the intended 1024, as the TOC only has my word regarding my planned journey. I suppose the only definite proof would be CCTV of me at Kirkcaldy ticket counter discussing my options!

Y Ddraig Coch · 10 Jan 2020

trainophile said:
Anyway in the instance of this thread it wouldn’t help much knowing that I arrived at 1124 instead of the intended 1024, as the TOC only has my word regarding my planned journey. I suppose the only definite proof would be CCTV of me at Kirkcaldy ticket counter discussing my options!

Even with the ticket it doesn't prove anything, most delay repay claims are based on trust really. There is no way to prove what train anybody got usually.

Unless your ticket is an advance they just have to take your word for it that you aren't scouring the delays of the day to claim your off peak journey fare back.

Alex C. · 11 Jan 2020

I had this issue recently and just uploaded a screenshot of the ticket purchase (using 00000 for the ticket number as advised by Southern). Forgot to even mention about the barrier swallowing the ticket and they approved it within a few days without any further questions. Obviously that only works if purchased online.

gray1404 · 11 Jan 2020

In this case I would submit the other portion of the ticket if you still have it. Failing that, if you booked the ticket online, upload a copy of your booking confirmation.

If you don't have the other portion and didn't book online, then were you given a receipt if you paid at the booking office (perhaps a card payment receipt), you could try with that.

I tend to take photos of my tickets these days using my phone on the train, if I am delay or am likely to be. That way if the ticket is taken by the barrier I still have a copy to claim with.

Delay repay without the ticket

trainophile

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freddie1729

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SteveM70

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trainophile

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Haywain

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Merseysider

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SteveM70

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221129

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Haywain

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trainophile

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Y Ddraig Coch

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Alex C.

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gray1404

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