Cross Country Delay Repay issue

[py_megapixel]

Having a slightly bizarre delay repay issue here.

Planned journey was a short leg on a Northern train and then travelling onwards with Cross Country. Our planned Northern train was cancelled, but this didn't affect us as we had already decided we'd prefer to walk that short leg (the tickets were off-peak returns with no break of journey restrictions).

Our Cross Country train was late, so I put in a delay repay claim with Cross Country for only the journey we actually made, starting from the station we actually started at. This has been rejected with the following message:

the journey you have claimed for does not match the ticket information you have provided us. This maybe because you have only entered the leg of your journey where you suffered disruption. Unfortunately to assess your claim and to ensure the appropriate compensation and delay calculation is achieved we need the full end to end journey detail that match the ticket you have provided us.

They want me to update my claim, but I don't have any option to enter a note along with my update, only to edit what I have already submitted. Updating it to reflect the journey we would have made had we not chosen to walk the first leg would be innaccurate, and would also presumably cause them to refer the claim to Northern since their train being cancelled would have been the initial cause of delay in that case.

Any idea what the best course of action would be?

 

[Haywain]

Any idea what the best course of action would be

Contact them and explain exactly what you have explained here.

 

[HandyHat]

I've had issues like this with SWR's Delay Repay system where I submitted the exact same information again and it was approved. It looks like XC use the same system so might be worth a try.

 

[Blindtraveler]

I tend to send an email in times like this, explaining everything and including photos of tickets and exact itineraries that I used along with an explanation that I walked between stations or broke. My journey were legitimate or whatever