Delay Repay HTC>WML

[EnCee]

Hello folks

I travelled from Heaton Chapel HTC to Wilmslow WML on 13/5/25. Scheduled departure time at HTC was 09.15, but did not depart until 09.33 due to "signalling work" (automated announcement).
As such I was over 15 minutes late to WML and so Delay Repay now applies. Northern Rail have rejected this on the basis that their 'records' state the service was on time.

More concerning is that the Realtime Train data (I presume Northern are using the same data) also indicates the service was on time.
Thing is, it wasn't, it was definitely over 15 minutes late to arrive.

I was stood on the HTC platform until approx. 09.32-09.33, I remember looking at the screen slightly worried that I would miss my dental appointment!

To be honest, I don't care about the refund, I just want to know why the official signalling data are so wrong. This cannot be a good thing, particularly if there was ever a real incident/accident.
Is there any other way I can obtain correct departure/signalling information?

Realtime Trains | 2K33 0906 Manchester Piccadilly to Crewe | 13/05/2025

Real-time train running information for 2K33 0906 departure from Manchester Piccadilly to Crewe on 13/05/2025. From Realtime Trains, an independent source of train running info for Great Britain.

www.realtimetrains.co.uk

Thanks all

 

[Watershed]

Hello folks

I travelled from Heaton Chapel HTC to Wilmslow WML on 13/5/25. Scheduled departure time at HTC was 09.15, but did not depart until 09.33 due to "signalling work" (automated announcement).
As such I was over 15 minutes late to WML and so Delay Repay now applies. Northern Rail have rejected this on the basis that their 'records' state the service was on time.

More concerning is that the Realtime Train data (I presume Northern are using the same data) also indicates the service was on time.
Thing is, it wasn't, it was definitely over 15 minutes late to arrive.

I was stood on the HTC platform until approx. 09.32-09.33, I remember looking at the screen slightly worried that I would miss my dental appointment!

To be honest, I don't care about the refund, I just want to know why the official signalling data are so wrong. This cannot be a good thing, particularly if there was ever a real incident/accident.
Is there any other way I can obtain correct departure/signalling information?

Realtime Trains | 2K33 0906 Manchester Piccadilly to Crewe | 13/05/2025

Real-time train running information for 2K33 0906 departure from Manchester Piccadilly to Crewe on 13/05/2025. From Realtime Trains, an independent source of train running info for Great Britain.

www.realtimetrains.co.uk

Thanks all

You could always make a Subject Access Request to Northern for a copy of the CCTV footage for the station. That wouldn't be 100% definitive but it may show the time on the departure boards if you're lucky. From personal experience, the clocks on CCTV systems can often be nearly half an hour out so they can't be relied on!

 

[EnCee]

You could always make a Subject Access Request to Northern for a copy of the CCTV footage for the station. That wouldn't be 100% definitive but it may show the time on the departure boards if you're lucky. From personal experience, the clocks on CCTV systems can often be nearly half an hour out so they can't be relied on!

Thanks Watershed. I think they're accurate, I was wearing a watch/carrying a phone etc. too. Hadn't occurred to me to do a SAR, good idea.
Technical question, though - why might the Realtime Train data be incorrect? This just seems very odd.

 

[ServerHoster]

Were you perhaps actually travelling on the 10:15 service? This train was well over 15 minutes late. https://www.realtimetrains.co.uk/service/gb-nr:W49060/2025-05-13/detailed#allox_id=0

 

[EnCee]

Were you perhaps actually travelling on the 10:15 service? This train was well over 15 minutes late. https://www.realtimetrains.co.uk/service/gb-nr:W49060/2025-05-13/detailed#allox_id=0

Ah, yes - sorry for messing folks about. Having re-checked, yes, my dental appt. was 11.20 and so it will have been the 10.15.
Thanks everyone, sorry if I've wasted people's time! I will resubmit the delay repay.

Moderator, please feel free to close this thread.