EMR Delay Repay

[davews]

I am trying to do a delay replay claim via the EMR website. This is for delay on the return half of a journey from Martins Heron to Nottingham where the train was delayed 20 minutes waiting for the driver. Being the return leg the ticket of course was bought a few days before, via the ticket office. It asked for more information including 'ticket reference number' which is what you get if you buy the ticket online. Since I bought it walk up at Martins Heron ticket office I was not supplied with this reference number.
They have requested this again via email. What am I expected to input on the form or can I contact them direct. There is clearly no issue that I had a ticket, have uploaded a good image of the return half (outward part swallowed by Nottingham gateline) which even shows it scribbled on by the guard.

 

[Bletchleyite]

The ticket reference number is printed on a paper ticket, it's a five digit number. When you go onto their Delay Repay claim form online it has pictures showing where to find it on each type of ticket (assuming they use the same one as WMT which I believe they do). Review those and you can find the information you need.

I assume you selected "paper ticket" when you claimed, if not you may need to reapply or contact customer services making the correct selection.

 

[davews]

No, that is already supplied in the box 'number'. And I did say it is a paper ticket. They are after the booking reference number, to be put in a box called 'reference' which you obviously get if you do an online booking, this is a 13 digit number and nowhere on the ticket or the payment receipt slip.

 

[Bletchleyite]

No, that is already supplied in the box 'number'. And I did say it is a paper ticket. They are after the booking reference number, to be put in a box called 'reference' which you obviously get if you do an online booking, this is a 13 digit number and nowhere on the ticket or the payment receipt slip.

I've never been asked for that. When booking online, the thing I'm asked for is the short alphanumeric code - CTR I think.

Can you supply screenshots of what you're referring to on the claim form? (Obviously obscure actual details)

 

[davews]

As attached. The 'number' is as you can see the five digit number from the ticket. They are asking for ticket reference which from a web search appears to be a booking reference number which ticket offices don't supply. If I try putting random text in the box it complains that it should be 13 digits.

I have never had this on claims via SWR (my usual ones). I only got to this screen when it complained it couldn't find my ticket as it assumed I had bought it on 20th March, not 18th March which you can see in small print on the ticket.

There seems no direct contact email for this, the emails come from no-reply addresses.

 

[AlterEgo]

Make one up. The system isn’t connected to anything. It just wants a number.

 

[davews]

Made up a number - it actually needed a 12 digit one, not 13. When I tried to update it it said there were problems. Then I checked my email and there was an email saying my claim had been approved, surprising for 30+ minutes even though RTT only shows 21 late at St Pancreas. So I can relax and be pleased for the extra money in my pocket.

Thanks for your help.

 

[STINT47]

If they have overpaid you then I would contact them back and offer to repay the difference.

TOCs are known to go over past claims and if people have got money they're not entitled to it can cost you a large out of court settlement or result in a criminal record.

It's not worth the risk keeping money from invalid claims.

 

[AlterEgo]

If they have overpaid you then I would contact them back and offer to repay the difference.

I wouldn’t.

TOCs are known to go over past claims and if people have got money they're not entitled to it can cost you a large out of court settlement or result in a criminal record.

Nothing criminal here, the customer claimed truthfully and allowed the system to assess their claim.

It's not worth the risk keeping money from invalid claims.

There is no mechanism to pay it back.

 

[davews]

I think the delay time for a multi-hop trip is based on when you would reach your final destination, in my case Martins Heron, based on what journey planner times show. In my case I would have missed one Reading train so would be on the next, ie 30 minutes later. Of course that has no bearing on what I actually did, ie stopped for a meal in the Wetherspoons at Waterloo and arrived back an hour later than they thought I would.... Not complaining, £17 in compensation is not to be sniffed at for just sitting in my seat a bit longer.