Vexed
Member
Afternoon all,
On the 17th December I travelled from St Albans (SAC) - St Pancras (STP) - Kings Cross (KGX) - York (YRK) using Thameslink KeyGo for the SAC - STP leg and an Advance ticket for KGX - YRK.
Due to a person sadly struck by a train, ours was terminated at Doncaster (DON) vice York (even though the incident was further south of us but I assume this is a crewing issue or something). I think we were the last train north, so we were advised to go to York via Leeds (LDS) on Northern services, resulting in a delay of around 80 minutes.
Trains and tickets as follows
0957 SAC - STP arriving 1019 on time, using KeyGo and charged £9.50 which the off peak contactless fare
I exceeded the minimum STP - KGX connection time by about 15 minutes.
1106 KGX - YRK scheduled arrival 1330, cancelled at Doncaster, Advance ticket costing £22 with my 16-25 Railcard
The unplanned diversion was as follows
1327 DON - LDS arriving 1409 2 mins early
Then a connection below the min connection time (which most of us did manage to make)
1416 LDS - YRK arriving 3 mins late at 1450
For a total delay of 80 minutes.
I put in a claim to LNER with a screenshot from the KeyGo portal. 10 days later they said this wasn't sufficient proof, I spoke to LNER and they said to upload the back of the smartcard (where the numbers are).
Yesterday the claim was approved but only for £22. I spoke to the live chat today and they said this was because there was no ticket found on the smartcard which isn't surprising because of course there wouldn't be with KeyGo!
They have agreed to pay the £9.50 on top as a goodwill gesture and said it would not normally be allowed to be included in a delay repay claim. Is this correct? I thought KeyGo would apply but I do accept it is likely a grey area. Would it have been better to use contactless instead?
I did also return from York the same day leaving at 1802 (28 minute delay annoyingly!) but not returning to St Albans, so the PAYG single was the cheapest ticket.
Edit: Just a quick note for the eagle eyed KeyGo fares people, yes KeyGo would normally charge £6.30, but unfortunately I forgot to add my renewed railcard to KeyGo in time.
On the 17th December I travelled from St Albans (SAC) - St Pancras (STP) - Kings Cross (KGX) - York (YRK) using Thameslink KeyGo for the SAC - STP leg and an Advance ticket for KGX - YRK.
Due to a person sadly struck by a train, ours was terminated at Doncaster (DON) vice York (even though the incident was further south of us but I assume this is a crewing issue or something). I think we were the last train north, so we were advised to go to York via Leeds (LDS) on Northern services, resulting in a delay of around 80 minutes.
Trains and tickets as follows
0957 SAC - STP arriving 1019 on time, using KeyGo and charged £9.50 which the off peak contactless fare
I exceeded the minimum STP - KGX connection time by about 15 minutes.
1106 KGX - YRK scheduled arrival 1330, cancelled at Doncaster, Advance ticket costing £22 with my 16-25 Railcard
The unplanned diversion was as follows
1327 DON - LDS arriving 1409 2 mins early
Then a connection below the min connection time (which most of us did manage to make)
1416 LDS - YRK arriving 3 mins late at 1450
For a total delay of 80 minutes.
I put in a claim to LNER with a screenshot from the KeyGo portal. 10 days later they said this wasn't sufficient proof, I spoke to LNER and they said to upload the back of the smartcard (where the numbers are).
Yesterday the claim was approved but only for £22. I spoke to the live chat today and they said this was because there was no ticket found on the smartcard which isn't surprising because of course there wouldn't be with KeyGo!
They have agreed to pay the £9.50 on top as a goodwill gesture and said it would not normally be allowed to be included in a delay repay claim. Is this correct? I thought KeyGo would apply but I do accept it is likely a grey area. Would it have been better to use contactless instead?
I did also return from York the same day leaving at 1802 (28 minute delay annoyingly!) but not returning to St Albans, so the PAYG single was the cheapest ticket.
Edit: Just a quick note for the eagle eyed KeyGo fares people, yes KeyGo would normally charge £6.30, but unfortunately I forgot to add my renewed railcard to KeyGo in time.
