Southern Delay repay rejection, hourly service cancelled took the next train

[renegademaster]

14:51 ERIDGE, scheduled to arrive at HURST GREEN at 15:17 could not be taken because the train was cancelled. The alternative leg from 15:51 ERIDGE left 3 minutes late, scheduled to arrive at HURST GREEN at 16:17, arrived 6 minutes late. The intended leg from 16:26 HURST GREEN left 1 minute late, scheduled to arrive at EAST CROYDON at 16:51, arrived on time. Total journey delay: No delay.

The quote from Southern pretty much outlines what happened, my understanding is that im still eligible for compensation in this scenario. How do i best phrase my resubmission to get my due compensation?

 

[Watershed]

I'm presuming you were expecting to arrive at East Croydon at 15:51? If so the delay is obviously an hour so you should get Delay Repay. I'd resubmit the claim in accordance with the instructions; it should then get looked at by a human and be approved.

 

[MrJeeves]

Is it worth checking your original confirmation email? It should have a scheduled arrival time at East Croydon.

To me, this sounds like you may have accidentally entered the 1626-1651 service in your initial claim by accident instead of the 1526-1551 service.

As Watershed says, resubmit with the journey details and the original claim reference (there's an option for "Resubmitted claim" when you fill out the form online) and it'll be reviewed again.