Northern Delay Repay Denied

[harvey52]

Hi,

Last Sunday I traveled from Sheffield to London. My planned route was Sheffield -> Retford -> Kings Cross. My first train was meant to leave Sheff at 9:41 but was cancelled. I was told by staff I had to wait for the 10:41 because of the ticket I had. I got into London just over an hour later than planned. I submitted a delay repay claim with Northern as my cancelled my first train but they've denied it based on the route and tickets not matching. I've double checked and I can't see an error. The only thing I can see is that my tickets are Sheffield to Shire Oak and then Shire Oak to London Terminals, because I used split tickets. I'm not sure how to appeal as I don't agree with their reason for denying my claim. Any advice greatly appreciated!

 

[30907]

Hi,

Last Sunday I traveled from Sheffield to London. My planned route was Sheffield -> Retford -> Kings Cross. My first train was meant to leave Sheff at 9:41 but was cancelled. I was told by staff I had to wait for the 10:41 because of the ticket I had. I got into London just over an hour later than planned. I submitted a delay repay claim with Northern as my cancelled my first train but they've denied it based on the route and tickets not matching. I've double checked and I can't see an error. The only thing I can see is that my tickets are Sheffield to Shire Oak and then Shire Oak to London Terminals, because I used split tickets. I'm not sure how to appeal as I don't agree with their reason for denying my claim. Any advice greatly appreciated!

Anything complicated will fall at the first hurdle in most TOCs' systems.

Appeal explaining your journey and tickets, and eventually a human being will see it....

 

[JBuchananGB]

So the intended journey was:
Sheffield dep 0941. Retford arrive 1021. Train calls at Shire Oak.
Retford depart 1052. Kings Cross arrive 1227
And the actual journey was:
Sheffield depart 1041. Retford arrive 1115. Train does not call at Shire Oak.
Retford depart 1212. Kings Cross arrive 1340.
Journey delay 1h13m.
Is this what happened? The query might be that the 1041 train did not call at the split point, which means the ticket combination was not valid. If this is the problem, then I would challenge it on that point, because having cancelled the 0941, and required you to stick to your route, they should cut you some slack on the split ticket issue.

 

[Tetchytyke]

Is this what happened? The query might be that the 1041 train did not call at the split point, which means the ticket combination was not valid. If this is the problem, then I would challenge it on that point, because having cancelled the 0941, and required you to stick to your route, they should cut you some slack on the split ticket issue.

If they try and argue that, it would be worth pointing out to them that had the OP waited for the next train calling at Shireoak the delay would have been even greater.

 

[Starmill]

Hi,

Last Sunday I traveled from Sheffield to London. My planned route was Sheffield -> Retford -> Kings Cross. My first train was meant to leave Sheff at 9:41 but was cancelled. I was told by staff I had to wait for the 10:41 because of the ticket I had. I got into London just over an hour later than planned. I submitted a delay repay claim with Northern as my cancelled my first train but they've denied it based on the route and tickets not matching. I've double checked and I can't see an error. The only thing I can see is that my tickets are Sheffield to Shire Oak and then Shire Oak to London Terminals, because I used split tickets. I'm not sure how to appeal as I don't agree with their reason for denying my claim. Any advice greatly appreciated!

It's probably just a processing error. You should be able to see an appeal option in the claim? If you submit this and explain what you actually did and why, they'll probably agree the claim for you.

 

[30907]

So the intended journey was:
Sheffield dep 0941. Retford arrive 1021. Train calls at Shire Oak.
Retford depart 1052. Kings Cross arrive 1227
And the actual journey was:
Sheffield depart 1041. Retford arrive 1115. Train does not call at Shire Oak.
Retford depart 1212. Kings Cross arrive 1340.
Journey delay 1h13m.
Is this what happened? The query might be that the 1041 train did not call at the split point, which means the ticket combination was not valid. If this is the problem, then I would challenge it on that point, because having cancelled the 0941, and required you to stick to your route, they should cut you some slack on the split ticket issue.

The OP says they were told to take the 1041 anyway, presumably rather than go via Doncaster.

 

[harvey52]

So the intended journey was:
Sheffield dep 0941. Retford arrive 1021. Train calls at Shire Oak.
Retford depart 1052. Kings Cross arrive 1227
And the actual journey was:
Sheffield depart 1041. Retford arrive 1115. Train does not call at Shire Oak.
Retford depart 1212. Kings Cross arrive 1340.
Journey delay 1h13m.
Is this what happened? The query might be that the 1041 train did not call at the split point, which means the ticket combination was not valid. If this is the problem, then I would challenge it on that point, because having cancelled the 0941, and required you to stick to your route, they should cut you some slack on the split ticket issue.

Yes this is the journey I ended up doing. That makes sense about why the system would freak out. Like others said I was told to take the 10:41 train by Sheffield staff because I didn't actually need to go to Shireoaks station. No other route is available apart from going to Doncaster which I couldn't do. The next train to Shireoaks would have been at 11:41.

Thanks for everyone's replies! I'll do an appeal now, I just had no idea before on what grounds to do it on