GA delay repay refused - mTicket

[XmaX]

GA is being annoying about my delay repay claim. I travelled at the end of October, Cambridge-London. Return portion was delayed for over an hour. GA advises that if I have a mobile ticket (which I had), I should complete the paper form and provide the ticket reference number (which I did).

A week ago, I got a reply, and my claim was rejected. Reason? "We didn't receive a copy of your ticket with your claim. No price has been given."

Considering this was BS, I promptly completed the short appeal form on the online GA ticket repay site. I essentially said that I did indeed provide them with the ticket number (which was what I was supposed to provide with an mTicket) and the ticket price, and I couldn't have supplied them with a ticket as it was an mTicket.

Now, I received a reply to my appeal: "We didn't receive a copy of your ticket with your claim." :roll:

What can I do now? Considering that mTickets disappear from the app after some time, I don't even have the ticket reference number any more, all I have is a transaction ID. The £5 I'd have received surely wouldn't change my life, but it's a matter of principle.

 

[thedbdiboy]

An interesting case (but frustrating for you) - I have a contact at GA so will try and find out what *should* have happened and what you can do - will post back.

 

[yorkie]

I also have a contact. PM me your case reference if you like...

 

[thedbdiboy]

The GA team dropped back the following note:

"The customer has done everything right and followed the information on our website so I don't understand why our Delay Repay Team would have rejected it.

Advice for the customer is to contact the GA Customer Relations Team on [email protected] quoting her online Delay Repay reference and we will investigate and ensure it is paid."

If you get no joy through this method or via Yorkie please let me know - PM with case reference.

 

[XmaX]

Thanks for all the assistance, guys.

I tweeted GA last night, and they essentially said the same thing as @thedbdiboy - to contact customer relations by email. I have to say though, their Twitter team is efficient - they replied within 2 minutes, and that was at 8 pm.

I also PMed Yorkie with the case ref. no. Funnily enough, I also have a GA contact, but he's on holiday now, and I'd rather not bother him with work stuff while he's on a tropical beach.

I'd be interested about the outcome of this. As I said, I'm not bothered that much about the compensation, but I'm slightly appalled by the incompetence of GA.