The comment from
@contrex may not be helpful. It seems to deal with an abandoned journey rather than a delayed one, in which case delay repay would not have been appropriate. It may also relate to CCSTs (Credit Card Sized Tickets) whereas
@inkpaperblotts seems to be struggling with e-Tickets. The only time I had to submit images of CCSTs cut through was for trips booked before COVID and then abandoned because of it. Avanti have accepted scanned images of two CCSTs (each with 3 coupons, total 6) as part of a delay repay claim.
Perhaps I should have clarified that my initial claim for an abandoned journey was rejected. Partner and I attempted to go from Stapleton Rd to Cardiff Central last December. 2 x Off Peak Day Return with old-fogey railcards. £20.50 total. Took the 11.10 Stapleton Rd - Filton Abbey Wood, to await the 11.37 to Cardiff. This was severely delayed, arrived 12.20. Someone announced on the PA that a train had failed in the Severn Tunnel and the driver was awaiting signaller advice. After about 10 minutes, told that the tunnel was being inspected for damage, then finally that we would proceed and await a 'slot through the tunnel'. Off we went to just past Pilning. Another wait, then we were told that the train was not proceeding any further, and was now going back directly to Bristol Temple Meads. Out we all got at around 14.00. I went to the ticket office to ask about options. A trainee at the window asked his mentor for advice. He said that a complete refund would not be suitable if we still needed to get home to Stapleton Road. We'd need the tickets to open the barriers (which all turned out to be open). He gave me a GWR 'Tell us Your Views" leaflet and an envelope and said I should use the feedback box to summarise the situation and ask for a refund. He said the Delay Repay route was not appropriate because the journey was not completed.
The tickets were the type I call 'bog paper' that come out of the on-train person's machine as one continuous strip, issued on the train from Filton Abbey Wood.
This claim was rejected twice. I used the claim category 'Refund Reason: Service Cancelled or Disrupted'.
1. Because the scan of the tickets did not clearly show that they were cut in two.
2. Having got out the scissors, and re-submitted, rejected again because 'We have checked our records and there is evidence that this ticket has been used for travel. Therefore, we are unable to provide a refund on this occasion.'
The resolution:
I called the GWR Customer Service phone number, and an agent sympathised with me, and after taking the latest claim ref number and asking me some personal details said 1. He would put a note on my account summarising the situation 2. I should make a claim for max delay repay (120+ mins). 3. If I got 'a decision that I didn't like' to call back. 4. As the previous day was now the 28th day since the journey so to do it at once. Cheque for full amount arrived one week later.
I was told on this
this discussion that possibly GWR staff are aware of this type of issue, and the Delay Repay 'route' is the one to take.
