Delay repay : ticket not valid…

[Tazilly]

I purchased tickets (anytime singles) from the forum’s site from Heathrow T2&3 (HRA) to Hereford via Paddington (PAD). Split tickets via Worcestershire Parkway.
The itinerary was depart PAD on the 17.34 with a seat reservation.
I followed the itinerary to the letter. The train was 20 minutes late on arrival in Hereford.
I applied for delay repayment sending photos of the tickets. GWR have refused the repayment stating that the ticket provided was not valid for the journey claimed for. What more could I do?
The tickets were clearly valid. There was nothing doubtful about the journey. The train was clearly late. How best to appeal this ? Thanks in advance.

 

[transportphoto]

I have a feeling that TrainSplit/Ferries Trains Planes Ltd may be willing to advocate on your behalf.

Could you share the full details of the tickets purchased?

@yorkie - have you the right contacts?

 

[Tazilly]

These are the tickets

 

[yorkie]

Do you have a GWR reference number for the claim? Feel free to send it to me directly and I will be happy to ask them to look into it.

Unfortunately this sort of rejection is not anywhere near as uncommon as it should be; the rail industry really doesn't treat it's customers as well as it should.

 

[MrJeeves]

The first step would be to simply appeal the decision on the GWR delay repay site, explaining that the tickets were, in fact, valid. Reading your post, I don't get the impression you have already attempted the appeal and instead want advice on how to do so?

I believe if you go to view the claim (as you have shown in the screenshot) there is an option to appeal the decision?

People aren't infallible, and someone (or some robot) may have simply made a mistake.

 

[Tazilly]

The first step would be to simply appeal the decision on the GWR delay repay site, explaining that the tickets were, in fact, valid. Reading your post, I don't get the impression you have already attempted the appeal and instead want advice on how to do so?

I believe if you go to view the claim (as you have shown in the screenshot) there is an option to appeal the decision?

People aren't infallible, and someone (or some robot) may have simply made a mistake.

I clicked on the “appeal this decision” button and wondered how to persuade them that my obviously valid ticket was valid, and thought that the forum would probably know the best way to tackle this.

 

[MrJeeves]

I clicked on the “appeal this decision” button and wondered how to persuade them that my obviously valid ticket was valid, and thought that the forum would probably know the best way to tackle this.

I think if you simply assert that the two tickets are valid for the journey you have made, you'll probably be golden. If not, as Yorkie has said, come back and provide them with the claim information and I'm sure it can be resolved for you.

 

[Tazilly]

Thanks for all your help. I’ll keep you informed of progress.

Update. I asserted, as suggested, that my tickets were valid for the journey. The delay repay claim has been accepted. The tickets were 1st class anytime with a senior railcard and cost a total of £98.90.
GWR have calculated that 25% of this comes to …. £6.98.
I have asked them to show their working.

 

[Tazilly]

Final update: delay repay has been paid in full. When I asked GWR to explain their working, this was part of the reply:

“Upon review of your appeal claim I can see that when the claim was raised an error occurred when transferring the ticket information over from the original claim, it appears that two tickets were copied over but both with the same price of £13.95 rather than one at £13.95 and one at £74.95.”

 

[MrJeeves]

A simple and seemingly honest answer. Glad to hear you got the correct amount (or will do soon!).