Delay Repay / cancellation compensation rules

[eoff]

Sorry that this post is really vague but here goes.

Quite some time ago I was going to make a delay repay claim but was informed the compensation would be quite small because it was based on the difference between a single fare and a return fare, I was going to claim for a delay in the return segment. (At least I think that was the case and not that I actually made a claim)

But I came across this document (my bold at the end)...

Guidance on regulation No 1371/2007 on rail passengers' rights and obligations

www.gov.uk

Article 17: compensation of the ticket price (refunds in the case of delays)​

This sets minimum compensation on railway undertakings in the event of delays to the journey (and where the passenger has not been reimbursed under Article 16), these are:

1. 25% of the ticket price for a delay of 60 to 119 minutes
2. 50% for a delay of 120 minutes or more

Where a passenger has a return ticket, the calculation for a delay on one leg will be half the return fare paid.

So was I wrongly advised or does this not apply? I'm not clear on the context of that document.

[Edit- note that it might have been a complete cancellation refund and not delay-repay, I'll try to check but have not found a record yet]

 

[AlterEgo]

Sorry that this post is really vague but here goes.

Quite some time ago I was going to make a delay repay claim but was informed the compensation would be quite small because it was based on the difference between a single fare and a return fare

Who told you that? That’s not correct. A refund of an unused return portion from the retailer would apply this rule in most circumstances however.

, I was going to claim for a delay in the return segment. (At least I think that was the case and not that I actually made a claim)

But I came across this document (my bold at the end)...



So was I wrongly advised or does this not apply? I'm not clear on the context of that document.

That document doesn’t apply to Delay Repay schemes, which go above and beyond that requirement laid out there. However yes, compensation for the return portion is half the value of the whole ticket.

 

[KNN]

Sorry that this post is really vague but here goes.

Quite some time ago I was going to make a delay repay claim but was informed the compensation would be quite small because it was based on the difference between a single fare and a return fare, I was going to claim for a delay in the return segment. (At least I think that was the case and not that I actually made a claim)

But I came across this document (my bold at the end)...



So was I wrongly advised or does this not apply? I'm not clear on the context of that document.

[Edit- note that it might have been a complete cancellation refund and not delay-repay, I'll try to check but have not found a record yet]

If you want to know the rules, they might vary slightly by TOC but it's basically this:

If you don't travel at all, claim a refund from the retailer. (This also applies to not using the return portion of a return ticket, but you get the difference between a single and return which might be £1.)

If you do travel then it's based on how late you arrive at your destination (i.e. not how delayed the departure is).

For a single ticket, the compensation is 25% for 15 minutes, 50% for 30 minutes, 100% for 60 minutes. For a return you halve the ticket price and apply the same, unless it's 120+ minutes in which case you get the full ticket price back. Booking fees aren't included, and don't confuse two singles with a return.

If you miss a connection then it's the cumulative delay in getting to your final destination.

 

[eoff]

I did try to find a definitive set of delay repay rules but to no avail.

Looking back on this I think my thread is misleading and most likely I'm remembering a case where a return TPE journey of an Edinburgh to Manchester trip was cancelled and so was not delay repay.
I will edit the thread title if I can.

 

[KNN]

I did try to find a definitive set of delay repay rules but to no avail.

Looking back on this I think my thread is misleading and most likely I'm remembering a case where a return TPE journey of an Edinburgh to Manchester trip was cancelled and so was not delay repay.
I will edit the thread title if I can.

It varies slightly by TOC, but the main principles are the same. If you don't travel claim a refund from retailer. If you did and your delay at destination is more than 15 minutes (or 30 in some cases) then the above percentages are your compensation award.

 

[Hadders]

It would be helpful if you could tell us what journey you were making and exactly what happened. Also, exactly what tickets were held.