No Acknowledgement from Cross Country Delay Repay

Blinkbonny

Member
Joined
16 Mar 2018
Messages
273
I made a claim for a slightly convoluted return journey from Bristol to Coventry on 16th August. I arrived at New Street around 40 minutes late (that much is simple enough - though obviously I split at Cheltenham) This delay meant I missed my Coventry connection and the next train got me there exactly an hour late from my booked time.

I had set off from Coventry that morning at 9.27 - just too soon to use my West Midlands Senior Off-Peak Travel Pass, though that train was the latest that made the official connection to my desired train from New Street to Bristol. Consequently I bought a single from Cov to Brum. Coming home I was able to use my Travel Pass from New Street and consequently held no ticket as such. I believe this shouldn't matter (or should it?)

Anyway, the whole ticketing sequence is far too complicated to fit onto the on-line Cross Country Delay Repay Form, so I availed myself of their offer to email my claim to their Customer Relations Dept instead. This I did on 18th August, receiving neither reply nor acknowledgement.

As time is ticking by towards the end of the 28 day window for claiming, I sent a reminder mail on 31st August. Again no acknowledgement.

Next Saturday I'm away for the week and it's already 21 days since my journey, so I feel that possibly my best option is to get some kind of on-line claim in inside the 28 days. It won't make much sense as no space is allowed on the form for any explanations, but I'll least I'll get a reference number.

Have I got things wrong in some way?
 
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hkstudent

Member
Joined
11 Nov 2018
Messages
774
Location
SE London
I made a claim for a slightly convoluted return journey from Bristol to Coventry on 16th August. I arrived at New Street around 40 minutes late (that much is simple enough - though obviously I split at Cheltenham) This delay meant I missed my Coventry connection and the next train got me there exactly an hour late from my booked time.

I had set off from Coventry that morning at 9.27 - just too soon to use my West Midlands Senior Off-Peak Travel Pass, though that train was the latest that made the official connection to my desired train from New Street to Bristol. Consequently I bought a single from Cov to Brum. Coming home I was able to use my Travel Pass from New Street and consequently held no ticket as such. I believe this shouldn't matter (or should it?)

Anyway, the whole ticketing sequence is far too complicated to fit onto the on-line Cross Country Delay Repay Form, so I availed myself of their offer to email my claim to their Customer Relations Dept instead. This I did on 18th August, receiving neither reply nor acknowledgement.

As time is ticking by towards the end of the 28 day window for claiming, I sent a reminder mail on 31st August. Again no acknowledgement.

Next Saturday I'm away for the week and it's already 21 days since my journey, so I feel that possibly my best option is to get some kind of on-line claim in inside the 28 days. It won't make much sense as no space is allowed on the form for any explanations, but I'll least I'll get a reference number.

Have I got things wrong in some way?
Your travel pass is considered as a ticket as well, so you have a valid combination of tickets as long as you have met the minimum connection time requirement.

It may be good to try the online claim system as well, by uploading the multiple tickets together, including the photo of your Senior Travel Pass.
The claiming reason of "Missed Connection" should be good enough for the system to take note of the multiple tickets. But beware, you may need to appeal a couple of times to get the correct result.
 

py_megapixel

Established Member
Joined
5 Nov 2018
Messages
4,889
Location
Northern England
I've found the best way to get TOCs to pay attention to DR claims which are awkward to fit into their online system is to print off the form, fill in the details that you are able to, and post it to them, explaining your circumstances in writing (I've done this in the past with another TOC by simply writing on the form). CrossCountry's form can be downloaded from https://www.crosscountrytrains.co.uk/media/4904/delay-repay-march-20.pdf.
 

_toommm_

Established Member
Joined
8 Jul 2017
Messages
4,771
Location
Yorkshire
CrossCountry are a bit behind on replying to emails. They’ve only just got onto the emails sent at the beginning of August. I’m still waiting for a reply from mine that I sent 02/08.

As a rule of thumb, I’d never send an email to chase. A lot of customer-business interaction systems work in chronological order, so by chasing it up, you may have pushed the case further back in the queue.

My personal advice, being in a very similar situation to you, is to hold in there. If it gets to a month, tweet them if you have Twitter and they can chase it up internally, but it won’t push it back further in the queue.

I made a claim for a slightly convoluted return journey from Bristol to Coventry on 16th August. I arrived at New Street around 40 minutes late (that much is simple enough - though obviously I split at Cheltenham) This delay meant I missed my Coventry connection and the next train got me there exactly an hour late from my booked time.

I had set off from Coventry that morning at 9.27 - just too soon to use my West Midlands Senior Off-Peak Travel Pass, though that train was the latest that made the official connection to my desired train from New Street to Bristol. Consequently I bought a single from Cov to Brum. Coming home I was able to use my Travel Pass from New Street and consequently held no ticket as such. I believe this shouldn't matter (or should it?)

Anyway, the whole ticketing sequence is far too complicated to fit onto the on-line Cross Country Delay Repay Form, so I availed myself of their offer to email my claim to their Customer Relations Dept instead. This I did on 18th August, receiving neither reply nor acknowledgement.

As time is ticking by towards the end of the 28 day window for claiming, I sent a reminder mail on 31st August. Again no acknowledgement.

Next Saturday I'm away for the week and it's already 21 days since my journey, so I feel that possibly my best option is to get some kind of on-line claim in inside the 28 days. It won't make much sense as no space is allowed on the form for any explanations, but I'll least I'll get a reference number.

Have I got things wrong in some way?

I’ve just had my reply to my email today, so about five and a half weeks after first emailing. It was all calculated correctly, I was asked to fill in my sort code and account number online, and I received a reply a few hours later saying it’ll be in my bank account by ten working days.
 
Last edited:

Blinkbonny

Member
Joined
16 Mar 2018
Messages
273
CrossCountry are a bit behind on replying to emails. They’ve only just got onto the emails sent at the beginning of August. I’m still waiting for a reply from mine that I sent 02/08.

As a rule of thumb, I’d never send an email to chase. A lot of customer-business interaction systems work in chronological order, so by chasing it up, you may have pushed the case further back in the queue.

My personal advice, being in a very similar situation to you, is to hold in there. If it gets to a month, tweet them if you have Twitter and they can chase it up internally, but it won’t push it back further in the queue.



I’ve just had my reply to my email today, so about five and a half weeks after first emailing. It was all calculated correctly, I was asked to fill in my sort code and account number online, and I received a reply a few hours later saying it’ll be in my bank account by ten working days.
Cheers, tom. Can but hope.

However I have made sure I've got a claim reference number inside the 28 days!
 

zero

Member
Joined
3 Apr 2011
Messages
246
I received my mid-July delay repay from XC this week.

The complex information can be put into the image of the ticket using the delay repay form.
 

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