Delay Repay claims rejected

alex94 said:

I've had a delay repay claim to WMR bounce back (rather than rejected) because "the journey details you have provided are incomplete. We need to see all legs of your journey entered on your claim under journey details, as stated on your ticket."
After double checking everything, my best guess is that the missing leg is a tube journey from London Liverpool St to London Euston. I have tried adding this to the system, but without success because WMR's system to enter journey details does not allow for tube journeys to be added. The submission system also does not appear to have a "free text" box anywhere for me to explain.

Does anybody have any suggestion on how to proceed?

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I had this this week and spent all morning this morning trying to amend the details in the claim. I had had an extremely non-specific rejection email and the claim wouldn't then resubmit after I amended what I thought might have been the problem. The "Next Step" button (required to overwrite any details or images) wasn't working, so I couldn't replace any details or images. It may have been one missing ticket (swallowed by barrier) or the tickets weren't cut up.

The WMR claim system is so appallingly un-user friendly, you wonder if it's deliberate. It sends you back to correct errors that aren't there, has no free text entry, doesn't cope well with images/details being changed. There's no appeal process as such, you just have to guess what they're after and resubmit and hope. It's really not good enough to be made to guess what their problem is, they clearly just hope you'll go away.

I tried to resubmit a fresh version of the same claim, one attempt didn't recognise one of the tickets (I had put a date in a month out, my bad) and wouldn't submit properly, I got an email asking for more info, that I couldn't provide because as above, the form doesn't work.

I then submitted another exact same claim, correctly, which was rejected automatically as I had already made a claim on those tickets (true but it has already been rejected, so not as if I was double claiming)

So, do what I did, submit a complaint using their customer service contact form and choose "delay repay process". Explain the situation and that the form is not working, describe your journey and claim, include the booking reference and your original DR reference and hope they have a bit more flexibility. You have one upload for supporting info on this contact form - I put my original itinerary email, my ticket images and screenshots of their cancelled trains from the NR app into a PowerPoint and saved as pdf.

They must get a lot of appeals through their contact form, because the autoreply states:

WMR said:

Delay Repay appeals

If you have contacted us to appeal a Delay Repay decision, we’ll get back to you as soon as we can, but at busy times, it may take up to 20 working days to respond. If you haven’t already done so, please reply to this email with the full Delay Repay reference to help us investigate fully - and ideally a contact number, too.

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Royston Vasey said:

I had this this week and spent all morning this morning trying to amend the details in the claim. I had had an extremely non-specific rejection email and the claim wouldn't then resubmit after I amended what I thought might have been the problem. The "Next Step" button (required to overwrite any details or images) wasn't working, so I couldn't replace any details or images. It may have been one missing ticket (swallowed by barrier) or the tickets weren't cut up.

The WMR claim system is so appallingly un-user friendly, you wonder if it's deliberate. It sends you back to correct errors that aren't there, has no free text entry, doesn't cope well with images/details being changed. There's no appeal process as such, you just have to guess what they're after and resubmit and hope. It's really not good enough to be made to guess what their problem is, they clearly just hope you'll go away.

I tried to resubmit a fresh version of the same claim, one attempt didn't recognise one of the tickets (I had put a date in a month out, my bad) and wouldn't submit properly, I got an email asking for more info, that I couldn't provide because as above, the form doesn't work.

I then submitted another exact same claim, correctly, which was rejected automatically as I had already made a claim on those tickets (true but it has already been rejected, so not as if I was double claiming)

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I was going to suggest the answer is to get customer services to deal with it. But I see you got there first.

trainophile said:

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Update: email from WMR today, and sure enough they have "forwarded" (i.e. returned) my claim to Northern. I'm giving up on this one now, on the scale of things it's not worth the hassle for £8. Some you win, some you lose.

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In slightly brighter news, I've had an email from Northern today saying they now agree my claim and are paying up my £7.83. Pity it had to be after a game of pass the parcel, causing hassle for both the claimer and the operator whose fault it wasn't.

Royston Vasey said:

I had had an extremely non-specific rejection email

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Exactly my experience too.

Royston Vasey said:

So, do what I did, submit a complaint using their customer service contact form and choose "delay repay process". Explain the situation and that the form is not working, describe your journey and claim, include the booking reference and your original DR reference and hope they have a bit more flexibility. You have one upload for supporting info on this contact form - I put my original itinerary email, my ticket images and screenshots of their cancelled trains from the NR app into a PowerPoint and saved as pdf.

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Will give this a try - thanks!

Just had 2 rejections from GWR. Reason given "we rejected your claim as it doesn't meet the criteria in our current policy".
Delayed journeys were
14/05 06:06 marlow to Paddington.
13/05 16:50 Paddington to marlow.
Both delayed by longer than 30 minutes. Have appealed

They were my 21st and 22nd delay repay requests this calendar year

Posting here because I bet I'll have an update in a few days.

Looks like Northern have made it so the ticket number reference now must be in the ##XXXXXXXXX format, despite the only documentation for S-tickets being the email.
I just opened the app and generated a token to put in there, I guess if it was exipred by that point I'd just write "THEREISNONE" since I think that would fit their filters.

alex94 said:

I've had a delay repay claim to WMR bounce back (rather than rejected) because "the journey details you have provided are incomplete. We need to see all legs of your journey entered on your claim under journey details, as stated on your ticket."
After double checking everything, my best guess is that the missing leg is a tube journey from London Liverpool St to London Euston. I have tried adding this to the system, but without success because WMR's system to enter journey details does not allow for tube journeys to be added. The submission system also does not appear to have a "free text" box anywhere for me to explain.

Does anybody have any suggestion on how to proceed?

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This was resolved after an email to customer services - it turned out that my ticket details (and not the journey details as stated in the email) were incomplete: I had split tickets, one of which was retained by the ticket gates upon exiting one of the intermediate stations, which meant I could only present the booking confirmation.

Interestingly, customer service suggest to immediately contact them when submitting a claim with a missing ticket, as only then a human will look at the claim. Given that it took approx. a week for the initial claim being rejected, I'm surprised to hear that this had been done without a human looking over it (why a delay if everthing is automated?)

Sigh...

And around we go again with Northern refusing to pay out on s-tickets because: "We’re sorry but we are unable to process your claim with the ticket details you have provided, this is because you have uploaded an expense receipt rather than the ticket used for travel." this requirement is, of course, impossible to comply with because their implementation of s-tickets does not generate a pdf either for travel or delay repay purposes so the only evidence you can upload is the booking confirmation.

Appeal registered and a fifth complaint lodged with Northern for their ongoing failure to process these claims correctly. I wonder how much money they've "saved" by rejected s-ticket claims from passengers? Reckon it must be a reasonable sum.

ainsworth74 said:

Sigh...

And around we go again with Northern refusing to pay out on s-tickets because: "We’re sorry but we are unable to process your claim with the ticket details you have provided, this is because you have uploaded an expense receipt rather than the ticket used for travel." this requirement is, of course, impossible to comply with because their implementation of s-tickets does not generate a pdf either for travel or delay repay purposes so the only evidence you can upload is the booking confirmation.

Appeal registered and a fifth complaint lodged with Northern for their ongoing failure to process these claims correctly. I wonder how much money they've "saved" by rejected s-ticket claims from passengers? Reckon it must be a reasonable sum.

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Ask him on Twitter he seems pretty active and engaging there

SuspectUsual said:

Ask him on Twitter he seems pretty active and engaging there

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ainsworth74 said:

Sigh...

And around we go again with Northern refusing to pay out on s-tickets because: "We’re sorry but we are unable to process your claim with the ticket details you have provided, this is because you have uploaded an expense receipt rather than the ticket used for travel." this requirement is, of course, impossible to comply with because their implementation of s-tickets does not generate a pdf either for travel or delay repay purposes so the only evidence you can upload is the booking confirmation.

Appeal registered and a fifth complaint lodged with Northern for their ongoing failure to process these claims correctly. I wonder how much money they've "saved" by rejected s-ticket claims from passengers? Reckon it must be a reasonable sum.

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Yeah this would be my suggestion too. I’ve seen a few times where he has commented on posts someone (including staff) has raised with northern assist, where he has personally contacted the relevant team or is asking for more info to pass on. Seems to be very on the ball

Got an excellent claim going on at the moment, whereby SWR are claiming that my ticket was invalid. They have now sent the restriction text to me two times, and have now paraphrased the same information a third time, each one confirming that my ticket was valid. I am truly speechless.

superalbs said:

Got an excellent claim going on at the moment, whereby SWR are claiming that my ticket was invalid. They have now sent the restriction text to me two times, and have now paraphrased the same information a third time, each one confirming that my ticket was valid. I am truly speechless.

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Out of interest, if you don’t wish to share the code, how complex is it? what do you think is confusing them?

bakerstreet said:

Out of interest, if you don’t wish to share the code, how complex is it? what do you think is confusing them?

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I have no idea. They keep mentioning the restrictions for a totally different ticket too, despite having admitted that I don't have such a ticket.

It surely cannot be confusion, this has to be intended?

superalbs said:

It surely cannot be confusion, this has to be intended?

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No. Probably confusion. And a natural tendency by SWR staff to assume that their colleagues are right so anyone challenging the decision is wrong.

For the avoidance of doubt, I am not saying that this is right and what should happen: just that it's natural that it does happen.

Just a +1 from me regards the WMR delay repay. I travelled Dawlish to Liverpool on Sunday 30th March and we got as far as Runcorn and there was a power cut which affected all services for the rest of the day. Long story short, I arrived Liverpool Moorfields 3 hours late. I submitted an on-line claim which responded that I needed to show evidence of a spoiled return ticket. I was unable to upload this so I contacted WMR customer service who told me there was an IT fault and it would be fixed. It was but then the website decided that I needed to add details of all my journeys (it didn't initially ask for this) however as this was after a month I couldn't add any further details! So another e-mail to WMR customer services. Three months now and still waiting.

On the other hand, I submitted a delay repay claim to GWR 7 days ago - it was approved yesterday

Hi everyone.
I recently did my first all line rover and had a great time out and about the network. Apart from my last day (Friday 20 June)I was lucky enough to avoid any serious delays.
On the Friday I had 2 delays that would entitle me to delay repay, one with GWR who paid out promptly and one with X-Country who are asking for more details about my start and finish rather than just my delayed leg on their train.
Can anyone give me some advice as how to proceed with my claim.

Many Thanks in advance for any help

Pep and co said:

Hi everyone.
I recently did my first all line rover and had a great time out and about the network. Apart from my last day (Friday 20 June)I was lucky enough to avoid any serious delays.
On the Friday I had 2 delays that would entitle me to delay repay, one with GWR who paid out promptly and one with X-Country who are asking for more details about my start and finish rather than just my delayed leg on their train.
Can anyone give me some advice as how to proceed with my claim.

Many Thanks in advance for any help

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What was the exact journey you were making which you are claiming for with CrossCountry?

AlterEgo said:

What was the exact journey you were making which you are claiming for with CrossCountry?

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I was on the 16:15 from Reading to Birmingham New Street on 20 June. Arrived 31 late.

Pep and co said:

I was on the 16:15 from Reading to Birmingham New Street on 20 June. Arrived 31 late.

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Was that the full journey you made by train that day? XC may have details of your GWR claim from the same day. What claim did you put in with GWR?

AlterEgo said:

Was that the full journey you made by train that day? XC may have details of your GWR claim from the same day. What claim did you put in with GWR?

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I travelled on the 13:18 Cardiff to Reading. Delayed by 22 mins. As I was on an ALR my travelling was quite random. Birmingham to Shrewsbury to Cardiff to Reading before my last leg to Birmingham

I think in the circumstances you're entitled to class the XC leg as a separate journey then, and simply go back and say "this was the full journey I made".

AlterEgo said:

I think in the circumstances you're entitled to class the XC leg as a separate journey then, and simply go back and say "this was the full journey I made".

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Thanks for your advice