Does anyone know the email address for Avanti customer services?

Discussion in 'Disputes & Prosecutions' started by OhNoAPacer, 29 Jan 2020.

  1. OhNoAPacer

    OhNoAPacer Member

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    I was trying to use the Avanti delay repay system but it keeps timing me out when trying to upload the jpeg of my tickets, I am also wondering if even if I manage to get them to upload then I might hit an issue with my starting station not being one served by Avanti.
    In Virgin West Coast days I used to email my delay repay claims but cannot find an email address for customer services on the Avanti website. Can anyone help?
    Thanks in advance.
     
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  3. Islineclear3_1

    Islineclear3_1 Established Member

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    Sorry, haven't an answer but is the file size of your jpegs too large? Could you try resizing and resending?
     
  4. OhNoAPacer

    OhNoAPacer Member

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    Interestingly I could upload them to another part of their site, but the delay repay site timed me out repeatedly after about a minute of pressing the upload button.
    My suspicion is an error or problem or coding issue or whatever with the delay repay site itself.
     
  5. BlueFox

    BlueFox Member

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  6. OhNoAPacer

    OhNoAPacer Member

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    Thank you very much BlueFox.
     
  7. Hadders

    Hadders Fares Advisor

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    They're not quick at responding. You wait 5 days for an acknowledgement and case reference numbers which most other TOCs seem to be able to provide by return.
     
  8. OhNoAPacer

    OhNoAPacer Member

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    Send email to customer resolutions and get a reply with a link to the delay repay site that doesn't let me upload my jpeg. Replied telling them this and saying that I regard my email to customer resolutions as being my delay repay claim and that I expect it to be dealt with appropriately.
    I never had any of this from Virgin so not a good introduction for me to Avanti's customer service.
     
  9. Terrier

    Terrier Member

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    Delay Repay is now dealt with by First Support I believe who are based in Sheffield not by Avanti Customer Relations hence difference
     
  10. 35B

    35B Member

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    Good luck, as I suspect you'll need it to get the resolution you deserve. I always start by trying to follow the instructions given for claiming so I'm as far as possible within the "normal" parameters of the staff who will process that claim. It makes sorting anything "different" so much less complicated if I'm not also trying to work outside their view of the world.
     
  11. OhNoAPacer

    OhNoAPacer Member

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    Even if I did manage to get the jpeg to upload my next issue would be the box asking me to enter my ticket number, I was split ticketing so have more than one ticket number. I also suspect that when if I got to the journey details page then it would not recognise my starting station as it is not one served by Avanti.
    As I stated in an earlier post, I routinely used to email my delay repay claims to VTWC and never had any problem getting it paid.
     
  12. Belperpete

    Belperpete Member

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    Looking in their pocket timetable, there is no mention whatsoever of delay repay, let alone any contact details for it. Just the contact details for Customer Relations "if you have any comments about our services".
     

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