Simple Avanti delay repay claim refused

[bboiler]

Not sure what I’ve done wrong here, if anything! Travelled Motherwell - Warrington Bank Quay and back over the weekend, both journeys were delayed by more than 15 minutes.

Outbound claim was approved with no issues but the return was refused on the grounds that ‘Our records indicate that the ticket provided was not valid for travel on 20/10/2024. Therefore, we are unable to process your claim’

I had attached the ticket which included two advance singles, with the return journey on page 2 so I simply resubmitted everything and appealed on the grounds that ‘please look at page 2’ (in so many words).

Does anyone know what’s going on here? The only slight complication I can think of is that my outbound e ticket was reissued when I changed the seat reservation and that this has maybe messed up the system somewhere? I was never given a new ticket for the return leg though and it was scanned just fine on the train and let me through the barriers at Motherwell. Another strange thing is that it wouldn’t let me select the return journey from my Avanti account, saying it couldn’t be validated so please submit manually which I did.

Will obviously wait to see the result of the appeal but just wondering if this is a known issue/bug and what the next steps would be if they refuse the appeal. Thank you

 

[Tazi Hupefi]

You need to make sure that the return booking hasn't also been reissued with a new UTN (barcode number/reference) as the original one may have been cancelled. I'm not sure that Avanti supports only changing one ticket within a booking. If you booked with Avanti, just open the app and screenshot the appropriate ticket from there, rather than downloading it.

Was your ticket scanned on the day by a ticket barrier or train manager?

At the very least, just screenshot the return ticket and attach that, rather than including the outward one.

 

[bboiler]

You need to make sure that the return booking hasn't also been reissued with a new UTN (barcode number/reference) as the original one may have been cancelled. I'm not sure that Avanti supports only changing one ticket within a booking. If you booked with Avanti, just open the app and screenshot the appropriate ticket from there, rather than downloading it.

Was your ticket scanned on the day by a ticket barrier or train manager?

At the very least, just screenshot the return ticket and attach that, rather than including the outward one.

Thank you for your reply. I definitely only got emailed one new barcode; for the amended outbound leg.

The app showed a return journey with one ticket within it cancelled and the other one active, with a new single journey issued for the outbound.

I checked the reference numbers, and the app one that appeared as valid on the day had the same number as the emailed version I submitted as part of the claim.

The ticket was scanned by the train manager and then again by the barriers at Motherwell.

The delay repay site did say "don’t use screenshots", and it’s too late now but will think about just using a simple screenshot of the return one if I need to appeal again.

 

[Tazi Hupefi]

Thank you for your reply. I definitely only got emailed one new barcode; for the amended outbound leg. The app showed a return journey with one ticket within it cancelled and the other one active, with a new single journey issued for the outbound. I checked the reference numbers and the app one that appeared as valid on the day had the same number as the emailed version I submitted as part of the claim. Ticket was scanned by the train manager and then again by the barriers at Motherwell. The delay repay site did say don’t use screenshots and it’s too late now but will think about just using a simple screenshot of the return one if I need to appeal again.

These systems are pretty much fully automated, so as long as the barcode can be read automatically by whatever software the system is using will work fine. It's probably just got confused because of more than one barcode being in the file you uploaded, and disregarded the second one, which is the one applicable for your return journey.

The "no screenshots" message is probably quite an old/legacy piece of text that hasn't been updated since mTickets started to be phased out.

 

[TUC]

These systems are pretty much fully automated, so as long as the barcode can be read automatically by whatever software the system is using will work fine. It's probably just got confused because of more than one barcode being in the file you uploaded, and disregarded the second one, which is the one applicable for your return journey.

The "no screenshots" message is probably quite an old/legacy piece of text that hasn't been updated since mTickets started to be phased out.

I've come across the 'no screenshots' message on several Delay Repay sites and it has puzzled me in terms of, for digital tickets what else would they expect to be used?

 

[Bletchleyite]

I've come across the 'no screenshots' message on several Delay Repay sites and it has puzzled me in terms of, for digital tickets what else would they expect to be used?

I always use the PDF.

 

[bboiler]

Just to confirm the appeal has been accepted. Thanks all for your help, must have just been a computer error.