Delay Repay - Train cancelled or delayed?

zcacmxi

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Yesterday I bought an Anytime Return Ticket (NEH to VIR via WAE/WAT), aiming to catch the 0831 arriving VIR at 10:01 changing at WAT for 0920.

However, all the Charing Cross trains were cancelled due to an incident at WAE. Only option became to take the 0843 to Cannon Street and then get off at London Bridge and walk from London Bridge to Waterloo (~25mins). I arrived at Waterloo at 09:46 including the walk. I caught the 09:50 and arrived VIR at 10:31.

Overall I was exactly 30mins late. Does this qualify for Delay Repay? If so, it it a cancellation (0831 cancelled) or delayed to final destination by 30mins.. I didn't get to Waterloo East at all by rail, I walked. My intension wasn't to get off at London bridge.

Thanks
 
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sonic2009

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The 0831 wasn't cancelled it ran to London Bridge and terminated at 0914. Even if this train had run through to London Charing Cross [CHX], you still would have missed the 0920.

So it's down as 30 minute delay to destination.
 

davews

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You could have caught the tube from London Bridge to Waterloo (one off contactless zone 1), but it would still have been tight. I see that fare doesn't include the underground. But you can certainly claim delay repay as your overall journey with the journey planner recommended connection times was 30 minutes.
 

zcacmxi

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Therefore, the train that didn't go to the destination station at all is classed as "30 mins delayed". Is this because I managed to walk to that destination station in 30mins, irrespective of what the actual train did?

If there is a slower walker, or somebody who opts to abandons the journey completely is the outcome different?

Trying to work out if one day I don't fancy the hassle / maybe the weather is bad whether I can return home and claim a refund on the return ticket.

Additional, I am buying these tickets from SouthEastern, travelling on SouthEastern for Leg 1, and SouthWestern for Leg 2. Assume my 'contract' is with SE and they are settling with SW. So if Leg 2 SW train are delayed, I'd still request Delay Repay from SouthEastern? In the event of both legs delayed, again SouthEastern..
 
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Haywain

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(NEH to VIR via WAE/WAT),
I won't be alone in not knowing what some of these codes mean. Forum rules ask you not to use codes in this way:
In addition, please avoid using three letter codes in thread titles or where you haven't mentioned the station before. Their use is acceptable for follow-ups where you use the correct code (eg: BNS is Barnes, BHM is Birmingham New Street).
 

zcacmxi

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I won't be alone in not knowing what some of these codes mean. Forum rules ask you not to use codes in this way:

Actually the stations do not matter at all in the original post, I believe it is the same irrespective of stations; the train ran late and did not make the destination. For reference though, NEH = New Eltham, VIR = Virginia Water, WAE = London Waterloo East, WAT = London Waterloo.

Original question regarding Delay Repay is answered. My follow up regarding who to claim from where muliple operators are involved I've read conflicting answers to on other threads and websites, so would appreciate response from anybody who has knowledge / experience of this situation.
 

AlterEgo

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Actually the stations do not matter at all in the original post, I believe it is the same irrespective of stations; the train ran late and did not make the destination. For reference though, NEH = New Eltham, VIR = Virginia Water, WAE = London Waterloo East, WAT = London Waterloo.

Original question regarding Delay Repay is answered. My follow up regarding who to claim from where muliple operators are involved I've read conflicting answers to on other threads and websites, so would appreciate response from anybody who has knowledge / experience of this situation.
You claim from the operator that first caused you a delay or missed connection.
 

zcacmxi

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You claim from the operator that first caused you a delay or missed connection.
Thank you. So it seems I will need to deal with SouthWestern too where necessary even though I've never given them money directly.
 

py_megapixel

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You claim from the operator that first caused you a delay or missed connection.
That is often said but it is a bad description, because an operator can cause a delay without being who you should claim from.
Example: if TOC A experiences a train fault which holds up passengers on the following train operated by TOC B, those passengers should claim from B, even though A initially caused the delay.
 

Haywain

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Thank you. So it seems I will need to deal with SouthWestern too where necessary even though I've never given them money directly.
No, your claim is from Southeastern; it is their train cancellation which caused the delay to your journey.
 

yorkie

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Thank you. So it seems I will need to deal with SouthWestern too where necessary even though I've never given them money directly.
Even if the SWR train had been delayed, you'd be claiming from Southeastern.

The SWR train appears to have been on time so I am baffled by the above post.

It does not matter who you bought the ticket from; all that matters is which TOC caused the delay. On some rare occasions the liability can be unclear/debatable, but this seems as clear cut as it can get!

Assuming no Railcard is held, the compensation payable is £5.60.
 

AlterEgo

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Thank you. So it seems I will need to deal with SouthWestern too where necessary even though I've never given them money directly.
No. You claim from the operator which first caused you delay. That’s SouthEastern. Their trains into Charing Cross were cancelled. They are liable for the whole amount.
 

MikeWh

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That is often said but it is a bad description, because an operator can cause a delay without being who you should claim from.
Example: if TOC A experiences a train fault which holds up passengers on the following train operated by TOC B, those passengers should claim from B, even though A initially caused the delay.
The cause of the delay to TOC B is irrelevant. If you were on their train then you claim from them.
 

Wallsendmag

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The cause of the delay to TOC B is irrelevant. If you were on their train then you claim from them.
I think what the message is supposed to say is that if for example a Grand Central train broke down and delayed LNER services you were on you wouldn't claim from GC. Which is a strange way of looking at which TOC delayed you.
 

zcacmxi

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Thanks for clarification, I think it's clear. SouthEastern & SouthWestern operate leg1 & leg 2 of the journey. I claim from the operator of whoever caused the FIRST delay to the entire journey.

On the outbound, if both trains are delayed then I claim from first leg1 / SE.
On the return, if both trains are delayed, I claim from SW.

For situation in post 1, I did put in a claim with SouthEastern and they responded and awarded 25% of the Return fare (correct for 30-59min delay band).
 

MikeWh

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I think what the message is supposed to say is that if for example a Grand Central train broke down and delayed LNER services you were on you wouldn't claim from GC. Which is a strange way of looking at which TOC delayed you.
You wouldn't claim from Grand Central because it's unlikely that you'd know it was one of their trains causing the issue. The tannoy on the train would just refer to a broken down train ahead.
 

AlterEgo

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I think what the message is supposed to say is that if for example a Grand Central train broke down and delayed LNER services you were on you wouldn't claim from GC. Which is a strange way of looking at which TOC delayed you.
Never underestimate the irresistible nature of being semantically pedantic on this forum!
 

Class800

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You claim from the first company you travelled on that caused a delay to your journey - and if that company's train was delayed by another company's train breaking down that is an internal railway matter for companies to resolve, I am sure there are procedures for that
 

infobleep

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I thought I'd highlight another example to explain how things work. Yesvteefsy I was delayed by South Western Railway but not enough to miss my official connection but enough to miss the unofficial one. No claim thus due because it was under the minimum connection time.

However, my official connection was cancelled due to staff shortages, as was the train after it too.

So I claim from Southern as they officially delayed me enough to be able to put in a claim.
 

infobleep

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Did you miss the bit I've bolded?
It turns out I was only delayed by 30 to 59 minutes because although both the 15:13 and 15:46 Havant to Brighton services didn't run, after 16:00 the train runs at 16:10 and thus is booked to arrive into Brighton 57 minutes later than the 15;13. It was also 2 minutes early as well. Thus an hours delay repay was not due.

Finally, it transpired the services started from Barnham. I didn't know this as no such announcement was made when I was at the station.

I could have actually caught the next train from Barnham. At the point, I got on the stopping train to Littlehampton though they were still expecting the train to run from Southampton or at least that is what online systems were saying.

No idea how they got a train to Barnham to start the service there. I was looking at Real Time Trains the following day.
 

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