Stuck on Avanti Delay Repay online form, what am I doing wrong?

[negone]

I upload PDF, it asks for barcode or booking receipt, which is already in the PDF.

I can't move forward, confirm is greyed out. I've tried Firefox and Edge.

I searched Google, no help. Impossible to contact Avanti, the phone goes dead after getting AI to FAQ web pages.

I tried renaming the PDF and submitting that.

Getting nowhere fast

 

[dvboy]

At the very top of the image, you haven't entered a reference number.

 

[negone]

I have already put the booking number in and price, but I wasn't sure if I should show it. it starts

Ref E-ZH5​

 

[dvboy]

I think it's rejecting it because of the hyphen not being an alphanumeric character.
I think you want the number printed under the barcode, as shown in the example. That's what I put in last time I claimed.

 

[Birkonian]

I can never get the page to work. It always hangs forever. I have to phone up and it is a very long winded process.

 

[Haywain]

I think you want the number printed under the barcode as shown in the example.

I agree that it is that number (starting JZE) that is required.

 

[negone]

I think it's rejecting it because of the hyphen not being an alphanumeric character.
I think you want the number printed under the barcode as shown in the example. That's what I put in last time I claimed.

Thank You, The booking number doesn't work, But the number under each barcodes does, now it seems I have to put all the (split) tickets in together to get the proper compensation. It was much easier claiming with paper tickets with TPE, and I have never had a problem with northern

 

[negone]

Thank You, The booking number doesn't work, But the number under each barcodes does, now it seems I have to put all the (split) tickets in together to get the proper compensation. It was much easier claiming with paper tickets with TPE, and I have never had a problem with northern

I filled in all the split tickets
and entered the claim
Avanti sent me this.

Travel Date: Tue, 18 Mar 2025
Departing: 08:32 from HUYTON to NEWCASTLE
Decision: Unsuccessful

I left Wigan North Western (d WGN) at 9:26 and arrived in Carlisle 15 minutes late

www.recenttraintimes.co.uk
The table below lists all train services departing Wigan North Western (d WGN) and arriving in Carlisle (a CAR) for the specified time period. Also shown is the percentage of the time that each service arrived in Carlisle no more than 5 minutes late, as well as the average arrival time of each service in Carlisle.
VT 09:26 10:47 1h 21m
Tues 18 11:02 15L

I didn't put these details in the delay replay forum as I didn't know how to do it, the 15 minute was announced on the train arriving into Carlisle

I have since been unable to speak via phone to a Avanti human, it just get directed to the web page and bots.
I have emailed them via a email reply but I know if that's a dead end which was; [email protected]

And when I try to appeal and change the online form I get the greyed out "confirmed" button again.

 

[Haywain]

the 15 minute was announced on the train arriving into Carlisle

Were you 15 minutes or more late arriving at Newcastle?

 

[negone]

Were you 15 minutes or more late arriving at Newcastle?

no just at Carlisle and I then get the northern Carlisle to Newcastle train

 

[AlterEgo]

no just at Carlisle and I then get the northern Carlisle to Newcastle train

So you arrived in Newcastle at the scheduled time as per your itinerary? Then you don’t have a claim. You weren’t delayed.

 

[negone]

I thought you could claim because that part of the journey is still a railway journey and is still delayed.

 

[AlterEgo]

I thought you could claim because that part of the journey is still a railway journey and is still delayed.

You can’t. It’s the delay into your destination that matters. Avanti have correctly refused the claim as you were not delayed into Newcastle.

 

[negone]

You can’t. It’s the delay into your destination that matters. Avanti have correctly refused the claim as you were not delayed into Newcastle.

Didn't know that, I thought it was on every single journey

 

[Haywain]

Didn't know that, I thought it was on every single journey

Yes, every single journey but not every single train you use for a journey.

 

[MarlowDonkey]

Didn't know that, I thought it was on every single journey

A recent debate may be of interest.

Split ticketing delay repay trick, or fraud?

I often use split ticketing, via a route which typically has quite poor performance. If my journey is A to C changing at B, and my split purchase gives me one ticket from A to B and another from B to C, and then my A to B train is delayed by >15 minutes, but not by enough to make me miss my...

www.railforums.co.uk

If your journey is intercity followed by local and the local is only an hourly service whether a late intercity triggers delay repay can depend on how much slack there is in the original connection. If there's thirty minutes to make the connection and the intercity is 15 minutes late, there's nothing. If on the other hand the conection is 10 minutes, then your delay becomes an hour.

 

[OscarH]

Thank You, The booking number doesn't work, But the number under each barcodes does, now it seems I have to put all the (split) tickets in together to get the proper compensation. It was much easier claiming with paper tickets with TPE, and I have never had a problem with northern

Yeah for future reference all delay repay forms will want the ticket "numbers" from under the barcodes (starting RD in this case). The booking reference E-ZH5... is the reference with the retailer you bought from and means nothing to the TOCs