I am hearing a lot of reports of Delay Repay claims being rejected for spurious reasons.
Some TOCs have a policy of rejecting claims until you have taken another photograph of the ticket showing the ticket has been "spoiled'' to "prevent you using it again" even when the relevant ticket/portion is only valid on one specific train and/or one specific date.
Some TOCs make it really difficult to make Delay Repay claims by requiring customers to use convoluted forms.
I believe an investigation should be carried out into malpractice by TOCs for making it as difficult as possible for customers to claim.
Does anyone know which TOCs engage in the malpractice of asking passengers to re-upload images of spoiled tickets?
And also, does anyone know what the policies of those TOCs are in relation to retaining tickets at gatelines?
I would have thought a customer should be able to take a photo of their ticket at any point before, during or after their journey, and upload this photo once the extent of delay is known, and the customer should have no further obligation to retain the ticket.
For example if a customer makes a Delay Repay claim while sat on a delayed train, and their destination station retains the ticket, the TOC should not be able to claim the customer should go back to the station and ask for the ticket to be fished out of the machine (!) in order to deface it.
Is there some collective action customers can take against TOCs for wasting their time and rejecting valid claims? I wonder if a class action claim could be brought against TOCs who engage in the malpractice of making Delay Repay claims as difficult as possible? I am not sure if this is the sort of malpractice a class action claim could be brought against, though.
Thoughts welcome.
Some TOCs have a policy of rejecting claims until you have taken another photograph of the ticket showing the ticket has been "spoiled'' to "prevent you using it again" even when the relevant ticket/portion is only valid on one specific train and/or one specific date.
Some TOCs make it really difficult to make Delay Repay claims by requiring customers to use convoluted forms.
I believe an investigation should be carried out into malpractice by TOCs for making it as difficult as possible for customers to claim.
Does anyone know which TOCs engage in the malpractice of asking passengers to re-upload images of spoiled tickets?
And also, does anyone know what the policies of those TOCs are in relation to retaining tickets at gatelines?
I would have thought a customer should be able to take a photo of their ticket at any point before, during or after their journey, and upload this photo once the extent of delay is known, and the customer should have no further obligation to retain the ticket.
For example if a customer makes a Delay Repay claim while sat on a delayed train, and their destination station retains the ticket, the TOC should not be able to claim the customer should go back to the station and ask for the ticket to be fished out of the machine (!) in order to deface it.
Is there some collective action customers can take against TOCs for wasting their time and rejecting valid claims? I wonder if a class action claim could be brought against TOCs who engage in the malpractice of making Delay Repay claims as difficult as possible? I am not sure if this is the sort of malpractice a class action claim could be brought against, though.
Thoughts welcome.