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LNER one-click delay repay

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SYorksKent

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Joined
20 May 2021
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6
Location
London
I'm struggling to understand why a recent LNER journey I made didn't qualify for one-click delay repay. I was delayed for 32 minutes travelling from King's Cross to Doncaster on 27 December and have a text message from LNER telling me precisely that (and the train crew repeatedly told us we could claim). I had a single e-ticket bought from the LNER website and no other tickets or rail journeys were involved. My LNER account shows that I have one-click delay repay activated but also that I have no one-click claims at the moment. I never received an email to activate the claim, even though the journey is now a week ago. I have therefore submitted the claim manually - but for future reference it would be useful to know, does one-click delay repay ever actually work?
 
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Benjwri

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SYorksKent said:
I'm struggling to understand why a recent LNER journey I made didn't qualify for one-click delay repay. I was delayed for 32 minutes travelling from King's Cross to Doncaster on 27 December and have a text message from LNER telling me precisely that (and the train crew repeatedly told us we could claim). I had a single e-ticket bought from the LNER website and no other tickets or rail journeys were involved. My LNER account shows that I have one-click delay repay activated but also that I have no one-click claims at the moment. I never received an email to activate the claim, even though the journey is now a week ago. I have therefore submitted the claim manually - but for future reference it would be useful to know, does one-click delay repay ever actually work?
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Was this an open single or advance single? One click delay repay on works for advance tickets, as on an open single many people do not travel on the same train they selected.
 
mirodo

mirodo

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Joined
7 Nov 2011
Messages
644
I had the same issue for a journey on an advance single on the 21st December - never received the email so had to claim manually. In fairness to LNER, they did process the claim very quickly once I submitted it.
 
Wallsendmag

Wallsendmag

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11 Dec 2014
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Wallsend or somewhere in GB
Was your ticket scanned?

SYorksKent said:
I'm struggling to understand why a recent LNER journey I made didn't qualify for one-click delay repay. I was delayed for 32 minutes travelling from King's Cross to Doncaster on 27 December and have a text message from LNER telling me precisely that (and the train crew repeatedly told us we could claim). I had a single e-ticket bought from the LNER website and no other tickets or rail journeys were involved. My LNER account shows that I have one-click delay repay activated but also that I have no one-click claims at the moment. I never received an email to activate the claim, even though the journey is now a week ago. I have therefore submitted the claim manually - but for future reference it would be useful to know, does one-click delay repay ever actually work?
Click to expand...
Yes always works for me
 
F

Failed Unit

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26 Jan 2009
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8,881
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Central Belt
Wallsendmag said:
Was your ticket scanned?


Yes always works for me
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Does the scanning matter? I have never had the automatic delay repay work for me on LNER, but then I rarely get my ticket checked either so that may explain why. My journeys also normally include other operators at both ends. But I have always found the delay repay claim is more complex then it needs to be on an advance ticket.
 
S

SYorksKent

Member
Joined
20 May 2021
Messages
6
Location
London
Wallsendmag said:
Was your ticket scanned?


Yes always works for me
Click to expand...
No it wasn't - which I imagine is probably the answer. King's Cross was pretty chaotic that day and the gateline had been opened, I assume to avoid overcrowding. There was no onboard check either, and of course Doncaster is ungated. In that scenario, is there a way to get your ticket scanned? Would LNER platform staff at Doncaster be able to do it for example?
 
Deerfold

Deerfold

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26 Nov 2009
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Yorkshire
Failed Unit said:
But I have always found the delay repay claim is more complex then it needs to be on an advance ticket.
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Definitely.

It's always annoying to have to make two claims for 2 two together tickets bought and used together.
I understand allowing the claims to be separate, but to force them to be, seems unnecessarily bureaucratic.
 
Wallsendmag

Wallsendmag

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Wallsend or somewhere in GB
SYorksKent said:
No it wasn't - which I imagine is probably the answer. King's Cross was pretty chaotic that day and the gateline had been opened, I assume to avoid overcrowding. There was no onboard check either, and of course Doncaster is ungated. In that scenario, is there a way to get your ticket scanned? Would LNER platform staff at Doncaster be able to do it for example?
Click to expand...
That’s why it failed then , no the Platform Staff can’t scan tickets
 
S

sheff1

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Joined
24 Dec 2009
Messages
5,496
Location
Sheffield
I tried to use it but it didn't work so deactivated the feature.

From previous replies it would appear it didn't work because the ticket wasn't scanned. I don't recall seeing any mention of that requirement in the initial communication from LNER encouraging me to set up one-click Delay Repay and as it will be pot luck whether a ticket is scanned or not I will leave the feature deactivated.
 
Haywain

Haywain

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Joined
3 Feb 2013
Messages
15,244
Wallsendmag said:
Was your ticket scanned?
Click to expand...
Is that a new feature, that it's only offered when a ticket is scanned? I can see why that might be deemed appropriate but it will severely reduce the number of people offered automatic DR at times of serious disruption.
 
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