Positive Delay Repay experience

Merseysider

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22 Jan 2014
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As part of a longer journey on Sunday 3rd October, I ended up rather delayed between Lichfield and Birmingham.

I put in for Delay Repay with WMR the same evening and tonight (the 6th, just 3 days later!) I have received a rail travel voucher as requested, for the correct amount, with an RTV dated the 4th & a letter dated the 5th.

So well done WMR.

If WMR with their expansive network and multitude of routes can resolve DR within a week, then I’d argue that’s where the bar should be set & there’s no good reason other operators (looking at you Northern) take over month to respond, or even longer to eventually look at and wrongly reject the case.
 
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RailUK Forums

Deafdoggie

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29 Sep 2016
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The problem is, once behind they start drafting in other staff to try and clear the backlog. These staff may not have had fully comprehensive training and thus correct claims can get rejected in error...thus creating more work, the problem you were trying to resolve! The question really is how have they got so far behind with claims already after months of virtually no one travelling, they should have a clean sheet.
 

yorkie

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6 Jun 2005
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West Midlands Trains messed up a claim I had, involving a missed train at Tamworth, so I'm not happy with them.

Northern were actually good for my last claim.
 

462cd

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30 Dec 2019
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Liverpool
Well, for balance on WMR ...

I lodged a DR claim with them on 12 Sep that they rejected because they said my ticket wasn't valid for the journey. It was valid, so I appealed. They then decided that okay, it was valid after all, but now they say my delay was caused by Avanti not them. That's nonsense too, and they don't let you appeal an appeal, so I had to open a formal complaint on 24 Sep and haven't heard anything from them since then.

If I'd put false info in my DR claim they'd come after me for fraud, so I'm a little peeved that they can use false info to reject it.
 

Watershed

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26 Sep 2020
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UK
Well, for balance on WMR ...

I lodged a DR claim with them on 12 Sep that they rejected because they said my ticket wasn't valid for the journey. It was valid, so I appealed. They then decided that okay, it was valid after all, but now they say my delay was caused by Avanti not them. That's nonsense too, and they don't let you appeal an appeal, so I had to open a formal complaint on 24 Sep and haven't heard anything from them since then.

If I'd put false info in my DR claim they'd come after me for fraud, so I'm a little peeved that they can use false info to reject it.
Ah, but their 'defence' will effectively amount to "we've not used false information, we're just incompetent" ;)
 

yorkie

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6 Jun 2005
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55,063
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Yorkshire
If I'd put false info in my DR claim they'd come after me for fraud, so I'm a little peeved that they can use false info to reject it.
It's not a level playing field; the entire system is stacked up in train companies favour.
 

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