CaptainHaddock
Established Member
- Joined
- 10 Feb 2011
- Messages
- 2,467
I’m trying to claim delay repay for a journey on East Midlands Trains last month that was delayed by over an hour but EMR are refusing to refund me 50% of the costs of the whole journey on the grounds that I used split tickets and the first part of the journey was not delayed and the second part by less than an hour.
The journey in question is Sheffield to Cromer, changing at Norwich. I booked open returns from Sheffield to Nottingham, Nottingham to Peterborough and Peterborough to Cromer.
Initially I submitted a claim for the whole journey, together with a photo of all three return tickets but got a message back saying “We have been unable to approve your claim as the ticket you have supplied is not valid for the journey you have entered. “
So I then submitted three separate claims, one for each return ticket. I have received 25% of the cost of the Nottingham to Peterborough ticket as the train was around 45 minutes late arriving into Peterborough and 50% of the cost of the Peterborough to Cromer ticket as the train arrived in Cromer over 60 minutes late.
My claim for the Sheffield to Nottingham ticket however has been rejected as EMR say “We have checked your journey and on this occasion, we could not find a delay of 15 minutes or more.”
EMR are correct that the Sheffield to Nottingham leg of the journey reached Nottingham on time. However the train then sat there for 40 minutes awaiting a driver, then lost more time on the journey before finally being cancelled at Ely. I then had to catch the train behind it, which meant reaching Cromer just over an hour late.
My argument is that even though the train arrived in Nottingham on time, this is irrelevant as my final destination was Cromer, not Nottingham. Unfortunately whatever AI Chatbot EMR use to handle delay repay claims doesn’t listen to reason and logic and my appeal was met with exactly the same response.
So, advice needed; when delayed on split tickets, are you only able to claim for the amount of delay at each separate split point, even though it’s obvious that my whole journey was over 60 minutes late?
The journey in question is Sheffield to Cromer, changing at Norwich. I booked open returns from Sheffield to Nottingham, Nottingham to Peterborough and Peterborough to Cromer.
Initially I submitted a claim for the whole journey, together with a photo of all three return tickets but got a message back saying “We have been unable to approve your claim as the ticket you have supplied is not valid for the journey you have entered. “
So I then submitted three separate claims, one for each return ticket. I have received 25% of the cost of the Nottingham to Peterborough ticket as the train was around 45 minutes late arriving into Peterborough and 50% of the cost of the Peterborough to Cromer ticket as the train arrived in Cromer over 60 minutes late.
My claim for the Sheffield to Nottingham ticket however has been rejected as EMR say “We have checked your journey and on this occasion, we could not find a delay of 15 minutes or more.”
EMR are correct that the Sheffield to Nottingham leg of the journey reached Nottingham on time. However the train then sat there for 40 minutes awaiting a driver, then lost more time on the journey before finally being cancelled at Ely. I then had to catch the train behind it, which meant reaching Cromer just over an hour late.
My argument is that even though the train arrived in Nottingham on time, this is irrelevant as my final destination was Cromer, not Nottingham. Unfortunately whatever AI Chatbot EMR use to handle delay repay claims doesn’t listen to reason and logic and my appeal was met with exactly the same response.
So, advice needed; when delayed on split tickets, are you only able to claim for the amount of delay at each separate split point, even though it’s obvious that my whole journey was over 60 minutes late?
