Greater Anglia Delay Repay - Strange requests for "missing information"

[gingerheid]

Last week I put in two delay repay requests, and got the usual confirmation e-mails that confirmed the time and origin / destination of the journeys (without inputting which I don't think you'd have been able to submit a claim?).

I've now had two emails asking me to provide "missing information", which for one the claims is where the journey was to!

Is there something going on at Greater Anglia?

 

[m00036]

This has happened to me before with GWR (one still pending) for a journey from A to C, changing at B, where I ended my journey short (as always intended) at B. In both cases the delay has been around 30 mins, but the connection timings at B are roughly xx00 and xx40 each hour. Therefore, if I had continued my journey to the ticketed destination, I wouldn't have actually been delayed at all so delay repay wouldn't be due.

The two times this has happened, they've asked for 'missing information' to ask which station I was travelling to as they couldn't find an itinerary; They then claimed that I was using split tickets, and it took a few attempts via customer services to explain the break of journey rule to them! Eventually they conceded and claimed it was a 'technical error' with their delay repay system, and paid out the appropriate compensation.

EDIT: As if by magic, the one I said was 'pending' yesterday was updated to approved about 4 hours after I sent this

 

[Hadders]

This regularly happens with Abellio's delay repay website is not fit for purpose. I had a similar issue back in March so it doesn't appear to have been fixed yet.

West Midlands Trains Delay Repay

Posting this here as probably more chance of someone seeing it and fixing it rather than going through customer services. I've submitted a delay repay claim with WMT following a recent journey. Completed the claim online and gave all requested information. So far so good. Within a few...

www.railforums.co.uk

 

[Kite159]

I noticed unlike with West Midlands which asked for the "missing information" near enough straight away, GA waited a few days before sending said email.

No doubt in the hope that 2nd email gets overlooked so they don't have to pay out.

 

[gingerheid]

I managed to add the "missing information" to one claim, but then I wasn't able to log into the second one. Kept getting sent to a url that ended with "unauthorised"!

Also they've rejected the first claim as "as the ticket details you have entered have already been used on another claim."

It's a smartcard ticket so I highly doubt this.

It's because of this kind of nonsense I gave up on the train for commuting before Covid; I am fortunate enough to also have the option of a car. It's not enough for them to operate an unreliable service; they have to rub it in with customer service that is so poor it's not possible to tell if they are being dishonest.

 

[boiledbeans2]

I had an issue with Scotrail in 2021 (so Abellio). It involved break of journeys and double backing (To Waverley - break of journey at Waverley - leave Waverley, therefore, passing Haymarket twice), so it was unsuprising they asked for more details. They only asked for the details some time after I submitted the delay repay, so I guess it was reviewed by a human.

It involved to-and-fro-ing of emails (or was it website?) 3 or 4 times, but eventually the delay repay was approved.

EDIT: I've now remembered what they asked for - My delay was on the journey departing Waverley, so I submitted delay repay for that journey only. But they wanted to know what train I took to get to Waverley, even though that journey was unaffected by delays.

 

[gingerheid]

Well, they've said they'll pay up (without any further explanation).

So I'll just be a bit mystified...