LNER Delay Repay Praise

Discussion in 'Fares Advice & Policy' started by les., 31 Jan 2019.

  1. les.

    les. Member

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    I know that the delay repay service on many TOC's come under fire but just a bit of praise for the LNER Delay Repay department.

    Twice recently (not good at the time of travel obviously) I have had cause to claim a full refund due to being delayed over an hour (on one occasion, a booked train not even existing) and on both occasions this has been sorted promptly (with 10 days) of me emailing my ticket and planned itinery.

    Not good to be claiming delay repay I know but just a bit of praise for the LNER Delay Repay department when needing to contact them.
     
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  3. Iskra

    Iskra Established Member

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    Agreed. When I had a weather-related delay last year, LNER processed my delay repay fast and sent me two free first class tickets without me asking for anything or actively complaining! Great service.

    Caledonian Sleeper hold my record though for processing delay repay on the same day as my delay occurred!
     
  4. les.

    les. Member

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    Now that is some going!
     
  5. deltic

    deltic Established Member

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    LNER just accepted my claim one day after submission which was done on-line
     
  6. robbeech

    robbeech Established Member

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    Yes, very good, but I suppose it’s 4 trains a day with compulsory bookings. They could almost have the money back in your account before you woke up if it was obvious they’d be 60L or more.
     
  7. westv

    westv Established Member

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    2 day turnaround for my latest submission.
    2 months expected for my latest Hull Trains submission.
     
  8. IceAgeComing

    IceAgeComing Member

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    Scotrail also get the thumbs up from me: I had to apply for both legs of a return and expected a little bit of a fight (since I'm sure that we were 59 minutes late both ways) but nah; got my money back in seven days paid into my Paypal, no questions asked. Never had any problem with LNER either!

    Beats Southeastern and Thameslink who gave me the runaround on both delay repays I applied for each blaming the other, and then rather than putting the money in the bank (or paypal; I can't remember which was my request for that particular one) one sent me a cheque and the other rail travel vouchers - the latter annoyingly was Thameslink so its not like there's anywhere local where I could switch it for cash (Abbey Wood is my local station so everything local is TfL or Southeastern; I'd have to go to Blackfriars I'm sure and to claim £2.50 it seems like a slight waste of time) and I tend to buy tickets online to get Nectar points so although Abbey Wood has a ticket office I'm unlikely to use it there.
     
  9. Nick66

    Nick66 Member

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    Always found LNER good in that department and VTEC before them. On the one occasion I had to chase, which was when a full train was delayed by 2 hours so a lot of claims to process, I was paid swiftly after my email and also got a follow up call to check I had received the money.
     
  10. mm333

    mm333 Member

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    Was stunned on Monday that I got an email from Northern confirming my delay repay free tickets had been authorised 4½ days after I put the claim in. Shame I’m still waiting on a claim from November though!
     
  11. AnkleBoots

    AnkleBoots Member

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    How did you contact them? They've just incorrectly refused a Delay Repay claim of mine (considering only their train and ignoring the connecting service).

    Before I escalate it, it would be good to know what would help them to consider issuing free tickets to me as well :)
     
  12. Iskra

    Iskra Established Member

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    I believe this was done via the delay repay form online.
     
  13. kristiang85

    kristiang85 Member

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    I like Virgin's system - I had an advance ticket, my train was 30 minutes late, and I got a text soon after arrival saying "Sorry for the delay; £30 will be refunded to you in the next few days" (or words to that effect).

    Absolutely no effort needed on my part.
     
  14. DelW

    DelW Member

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    A few years ago (so under Scotrail not Serco), they took a good couple of months to repay my hour-and-a-half late arrival at Fort Bill. Though they did add an extra £5 voucher because they'd missed their repay deadline, and another for £4 that I'd had to spend on a tube ticket when my sleeper ticket didn't work an LU barrier as it was supposed to.
     
  15. Silver Cobra

    Silver Cobra Member

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    For all the grief Thameslink/GTR normally gets for various reasons (many of which are justified), I have to give them credit for their fairly quick response to my most recent delay repay claim. I got caught up in the problems on Saturday while trying to get back home from London, and landed up 33 minutes late getting to Biggleswade. I submitted the claim online on Sunday afternoon, and received an email at lunchtime today informing me that the claim has been accepted and the money will be in my account in the next few days.

    The funny part is that I submitted the claim on Thameslink's website for what was a delay travelling on a Great Northern service (the limited-stop Kings Cross to Peterborough services are GN rather than TL). While GN and TL are in essense one in the same company, I was expecting some kind of issue to arise from submitting it to TL rather than GN after realising that GN has it's own online claim form.
     
  16. IceAgeComing

    IceAgeComing Member

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    I've only ever had good experiences with delay repay other than once but I got paid in the end. I claimed delay repay on both sections of a return on Scotrail once and they paid within two days, LNER were quick on the delay repay claim I had with them on that day last summer where it was very hot and everyone on the ECML broke; and other than one case where Thameslink and Southeastern had an argument over who was responsible for paying compensation and kept on referring my case to each other until someone (I think Southeastern since I had a separate claim out with Thameslink and I got a cheque from South Eastern and Rail Travel vouchers from Thameslink) paid me what I was due. The only issue there were the latter two ignoring my request to get paid back through my bank account and paying in other ways - which isn't a big issue only that I buy train tickets online a lot to get advances so RTVs are useless, and my local bank closes on weekends so I'd need to go out my way to cash the cheque which is only like £2.50.
     
  17. johntea

    johntea Established Member

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    I was impressed with LNER on Friday returning from Kings Cross

    20:03 to Leeds cancelled, 20:33 delayed until 21:00 but the guard on board (David/Dave!) was on the tannoy with clear information about the delay at each stop, and ensured when we got to Leeds there was a member of LNER staff on hand to assist with all of us that had missed last connections who promptly arranged taxis to any destinations required and even advised us to get them to drop us off at home addresses rather than dumping us at the relevant stations with all our luggage!

    Compare this to certain other TOCs where it is often a case of 'we'll reluctantly book you a taxi as we have to but you'll have to find out where we're hiding first!'

    Having said that I did have a terrible experience with East Coast back in the day at Wakefield Westgate once where the station supervisor went to book me a taxi from outside the station but every driver refused to take the job as apparently East Coast were quite behind in paying their account with them! In the end I had to pay for my own taxi and explain to customer services who eventually reimbursed my fare!
     
  18. Deerfold

    Deerfold Established Member

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    It looks like they've improved from my experience on a Thursday in February.

    We were on the 2033 from London to Leeds which was 90 minutes late into Leeds for reasons outside the control of the railway. We were told on the train that there'd be buses or taxis available at Leeds. At Leeds we were directed to wait on a cold platform. Despite people asking staff several times we were not even asked where we were going and after 50 minutes we were told it'd be "a while" before taxis could be sorted out. At this point we called our local taxi company who arrived another 40 minutes later. Half the people from our train (including all those for our line) were still waiting for a taxi when we left.

    If we'd been told there would be huge delays in booking taxis whilst still on the train or even as soon as we arrived at Leeds we wouldn't have had to wait another 90 minutes at Leeds.

    I have heard from taxi drivers that LNER typically take 3 months to pay, so many drivers do not like doing jobs for them.
     

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