I’d be grateful for advice on delay repay and refund applications with GWR.
- Yesterday I travelled from Torquay to Paddington via Bristol. I bought the ticket (first class off peak single) from Cross Country. The GWR train was delayed by a signal failure and arrived approx. 20 minutes late. The Train Manager announced that we could make delay repay claims. I think GWR allow these after 15 minutes but Cross Country after 30 minutes. Can I claim and if so from which company?
- Last month a refund claim for an unused Sleeper Solo from London to Penzance was (wrongly) refused. Email said ‘Ticket not eligible for refund’. I phoned GWR and was told that this was because the ticket was from Truro to Paddington. The person I spoke to agreed that there was an error, said he would talk to a relevant person and call me back or email. I heard nothing so resubmitted the claim about two weeks ago and have had no response. Two other claims made on the same day have been settled. Should I wait, phone or write to GWR?
- I have made quite a few claims from GWR in the last couple of months, due to delays and changes to journeys as an indirect consequence of Covid and their IET train issues. As well as yesterday’s delay I need to cancel three more sleeper bookings (booked when IET trains out of service but now not needed). Is it possible that they may view a lot of claims in a short time as suspicious and if so would it be a good idea to write to GWR to explain the reasons behind these claims?