Delay repay on seperately booked split journey that includes Caledonian Sleeper

PG

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I've been delayed by just under 2 hours on a journey involving, in this order:
  • ScotRail
  • Caledonian Sleeper
  • South Western Railway
The delay occurred with SWR and my tickets were individual for each TOC and not one through ticket.
NRE provided an itinerary which I followed so in theory section 14 of the conditions of travel applies and thus I should be entitled to compensation for the full journey from the operator who delayed me i.e. SWR.

Complicating matters are that:
  • the ScotRail journey was on split Advances and I forgot to photograph my ticket before I inserted it into the barrier which correctly retained it so I don't have the last part of my split Advance
  • I only have an email confirmation of my CS booking
I've no desire to receive delay repay via National Rail Vouchers which SWR's website suggests is what will happen for claims which are not submitted online.

How should I contact SWR to submit my claim?
 
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Nunners

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19 Oct 2018
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I've been delayed by just under 2 hours on a journey involving, in this order:
  • ScotRail
  • Caledonian Sleeper
  • South Western Railway
The delay occurred with SWR and my tickets were individual for each TOC and not one through ticket.
NRE provided an itinerary which I followed so in theory section 14 of the conditions of travel applies and thus I should be entitled to compensation for the full journey from the operator who delayed me i.e. SWR.

Complicating matters are that:
  • the ScotRail journey was on split Advances and I forgot to photograph my ticket before I inserted it into the barrier which correctly retained it so I don't have the last part of my split Advance
  • I only have an email confirmation of my CS booking
I've no desire to receive delay repay via National Rail Vouchers which SWR's website suggests is what will happen for claims which are not submitted online.

How should I contact SWR to submit my claim?
For the advance ticket being eaten, I think it says on their form that a receipt or other proof of booking would be sufficient.

I would just submit a claim for the whole journey as a single journey, but maybe someone else could clarify
 

yorkie

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For the advance ticket being eaten, I think it says on their form that a receipt or other proof of booking would be sufficient.

I would just submit a claim for the whole journey as a single journey, but maybe someone else could clarify
I agree.

In future, to avoid a recurrence, my advice would be:
  • If possible book it all as one journey from one provider (this is not always possible with Sleeper bookings, admittedly)
  • If possible obtain e-tickets (again this is not always possible as not all flows are e-ticket enabled) as this avoids all the pitfalls of paper tickets, such as the tickets being retained and/or the TOC requiring the tickets to be 'defaced' or other complications
  • If you do use paper tickets, try to obtain a photograph of all tickets before, or during, the journey and not leaving it until after the journey; if this is not possible, ask to retain the (final) ticket at the barrier, and show it to a member of staff (admittedly this can cause further delay while you queue to seek staff assistance, so is not always ideal either)
In contrast to your experience, the last time I was delayed on a split e-ticket, I just uploaded the single PDF (which contained all tickets bought through Trainsplit) and it was easier than claiming for a delay on a single paper ticket.
 

Bill57p9

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I successfully claimed for a split journey (actually split class too) across two operators in Feb 2020 without any issue. I claimed from the delaying TOC (AWC), scanning and uploading all tickets stating the sum total as ticket cost/price paid or whatever the form asked for. Obviously the start and end times I stated were for the entire journey.

The refund was paid directly into my bank account about a month later.
 

PG

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Thanks everyone for your replies, I normally do take a photo of all the tickets used precisely because it avoids problems with any getting swallowed by barriers.

I'll combine everything into a pdf file when I return home and hopefully that'll suffice.
 

island

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See this thread for a staff briefing that was sent out to clarify that delay repay is payable on split tickets, in case the company tries to deny it.

Delay Repay applies to the journey regardless of number of tickets held (mythbuster) | RailUK Forums (railforums.co.uk)
Whilst I agree that delay compensation should be payable on a journey using multiple tickets and based on the price of the several tickets, the file in the linked post very carefully avoids saying that, merely saying that multiple tickets can be used for a journey and that multiple tickets can be submitted with a DelayRepay claim. What might happen after they are submitted is deferred to the individual train companies.
 

Bill57p9

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Location
Ayrshire
I think the line to take is that, despite multiple tickets, it is a single journey that was delayed.

In the same way that you wouldn't expect more than a 50% refund from a single Delay Repay claim on a return ticket, since a return comprises two journeys.
 

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