Delay Repay results and discussion for Journeys during Storm Ciara

As the heading is also about discussion of journeys during the recent storms I wonder what the general policies for refunds are with advance tickets from TOC's as I had Crosscountry refund last weeks Journey without any issues after there was a statement of not travelling unless absolutely necessary. I was under the impression that advanced journeys were non refundable as GWR refused to refund me a couple of years ago for the same reason.

If the train you plan to catch is delayed or cancelled and you decide not to travel you are entitled to a full refund without any administration fee being applied. This applies to all ticket types including Advance tickets. This would also apply if the train company advised customers not to travel on the date or time in question.

A quick update. TPE have approved the Delay Repay claim for the delayed journey even though I'm almost sure it wasn't their train that was cancelled. But a win there is a win so I won't argue. I've also raised a complaint to Avanti through Resolver to attempt to get a refund of at least some of the other tickets I bought. I'll see what happens there.

gray1404 said:

He said they were advance tickets purchased on the AWC app so automatic delay repay is possible. The passenger should check their email or any notification and bank account for the card used to purchase the tickets to see if they've received a payment.

Click to expand...

Since Avanti taking over you now have to sign up for a (separate if i understand it correctly) automatic delay repay account so unless they have done this they won't likely get this.

A selection of rejections from Northern for a short journey between Worksop and Sheffield after the flooding started on the 9th. 2 of the tickets purchased days in advance, 3 passengers, 3 tickets, separate transactions, trains cancelled and no replacement put on. Passengers travelled the following day on instruction from Northern. Delay repay rejected for passenger 1 on the grounds that the train didn't run. Delay repay rejected for passenger 2 on the grounds that they didn't travel and they should contact the retailer (also Northern) for a refund despite travelling. Delay repay accepted and paid out on 15 to 29 minute delay for Passenger 3 (with 16to25 railcard) despite them selecting all the same options and travelling the following day. Worth pointing out that Passenger 3 bought a ticket on the app on the day (all be it before the disruption started).
(Northern Random Excuse generator ticking over nicely)

Had my claim and my appeal rejected by Avanti on a journey from Euston to Manchester. Took over 4 hours stood in a corridor instead of the usual two. Their argument is that the amended timetable - published the day before and some weeks after I booked - is the timetable against which any delay is assessed. The Avanti Twitter team were consistent in their messages throughout the day that Delay Repay claims coul be made, so even if the rejection is technically correct (and I don't see how is should be given that the journey took two hours longer than it was advertised at the time I booked) the inconsistent messaging within Avanti is just really really poor customer service. But then creating poor customer service seems to have been a priority in their 100 Day Plan.

travelred said:

Had my claim and my appeal rejected by Avanti on a journey from Euston to Manchester. Took over 4 hours stood in a corridor instead of the usual two. Their argument is that the amended timetable - published the day before and some weeks after I booked - is the timetable against which any delay is assessed. The Avanti Twitter team were consistent in their messages throughout the day that Delay Repay claims coul be made, so even if the rejection is technically correct (and I don't see how is should be given that the journey took two hours longer than it was advertised at the time I booked) the inconsistent messaging within Avanti is just really really poor customer service. But then creating poor customer service seems to have been a priority in their 100 Day Plan.

Click to expand...

Someone may correct me but it was my understanding that the timetable that applies is the one that was published at the time you booked your ticket. If it was subsequently changed regardless of the reason then they should be paying your claim. It does indeed seem to be the aim of Avanti/Worst Group to drag customer service into the gutter.

applepie2100 said:

Someone may correct me but it was my understanding that the timetable that applies is the one that was published at the time you booked your ticket. If it was subsequently changed regardless of the reason then they should be paying your claim. It does indeed seem to be the aim of Avanti/Worst Group to drag customer service into the gutter.

Click to expand...

You are absolutely correct. on every point you make.
Avanti are rejecting claims left right and centre, and paying out incalculable amounts on others for example (not real world) £60 ticket, 1 hour delay, £1.76 compensation, doesn't equal any sensible figure, even the wrong one.

As for this case, you should appeal again if there is the option, state that the contract is formed when you purchased the ticket (give them the purchase date and some proof if you have it). I'd then give them an ultimatum. Pay out or provide you with a deadlock letter so you can refer the case to the Rail Ombudsman. On the rare occasion i have to take matters that far i tend to ask for a postal address where i can send legal documentation to aswell. That said i've never needed to do any of this with Avanti myself.