Train terminated short, which delay repay option to choose?

[trainophile]

A bit similar to the "too full to board" thread - today my LNR from Birmingham to Liverpool was terminated at Crewe due to a train fault. Those of us with operator specific tickets had to wait an hour for the next BHM-LIV service, which arrived at final destination about eight minutes late (i.e. an hour and eight minutes later than our original itinerary) so a full refund is due. The relevant options are "cancelled" or "delayed" - as this was a combination of both, which would you put on the claim? I chose 'cancelled' but am waiting for them to say "well it left Birmingham at the scheduled time".

 

[Tazi Hupefi]

Doesn't make any difference - it will calculate what the next best alternative is.

However, you are absolutely not due a full refund - be very clear in your terminology here. A refund is completely different to compensation.

I thought there had been fairly substantial ticket acceptance between Avanti/TfW/WMT today so I'm surprised you had to wait for your specific operator.

 

[trainophile]

Sorry I did mean compensation. My mistake.

I didn't want to complicate it by saying I was only going to South Parkway, where Avanti don't stop. But in any case, when the guard came through checking tickets and advising us, and saw my ticket says "specified trains & WMR/LNR connections" it was apparent that it wouldn't be accepted on Avanti. Another person was also going to South Parkway and was told the same, and someone else who had declared there was no way they were waiting around for an hour was also told they'd have to buy a new ticket then, which I believe they did.

 

[Tazi Hupefi]

You'll be fine - should be a fairly straightforward claim, quickly paid out.

 

[trainophile]

You'll be fine - should be a fairly straightforward claim, quickly paid out.

Thank you, I must admit WMR are pretty efficient with their DR claims, once we've worked out what to put.

 

[Bletchleyite]

I've always put cancelled for part cancellations and it's never been questioned.

 

[Russel]

Thank you, I must admit WMR are pretty efficient with their DR claims, once we've worked out what to put.

Opposite of my experience, I've always found them to be rather slow.

Avanti on the other hand, usually approve within a day or two.

 

[Llandudno]

Opposite of my experience, I've always found them to be rather slow.

Avanti on the other hand, usually approve within a day or two.

Probably because Avanti have lots of practice at issuing Delay Repay for cancelled trains…!

 

[Russel]

Probably because Avanti have lots of practice at issuing Delay Repay for cancelled trains…!

Sadly, you're probably right!

To be fair to them, even when I've appealed something, they got it resolved within about 48 hours!

This is one area where Avanti actually seem to do well.

 

[Trainbike46]

Thank you, I must admit WMR are pretty efficient with their DR claims, once we've worked out what to put.

That is absolutely not my experience, WMR has been the worst for delay repay for me; Avanti, GWR, LNER and GA have all been much better at delay repay for me

WMR is slow, has done more spurious rejections than any other operator, and on one occasion has refused delay repay citing a timetable that was allegedly in journey planners (I was unable to produce it), and that as the date of travel has now passed they can't provide a copy of anymore! In the same claim they started by claiming that my LNWR/WMT-only ticket was not in fact valid on LNWR services, though they did back down on that one when I pointed out how ridiculous that was

== Doublepost prevention - post automatically merged: 29 May 2024 ==

Probably because Avanti have lots of practice at issuing Delay Repay for cancelled trains…!

they also have a better set-up in general, which can handle things like split tickets, etc. much easier

 

[trainophile]

Well I had an email from WMR this morning asking for more information, being “time of train”, however the only options to pick from were Single/Return/Advance etc, so I selected Advance but the system seemed to get stuck in a loop and wouldn’t let me proceed.

Eventually by backtracking and re-entering most of the details, I managed to send it, and I had another email a couple of hours ago saying my claim has been approved.

It was further complicated by the ticket being badly printed, so I couldn’t tell if the ticket number had 0’s, 6’s or 8’s in it, so was guessing, but it must have been a good guess, or they could see from the photo that it wasn’t legible. (Yeah yeah another disadvantage of paper tickets!)

Anyway all sorted, I don’t expect the BACS to reach me for several days but that’s not a problem.

 

[Russel]

I'm still awaiting a decision on a claim I put in on Friday with LNWR, I'm not expecting anything until at least this Friday...

Avanti would have had it sorted by now.

I never used to bother claiming for low value fares, but I've had it with the never ending cancellations and disruptions, so I now take whatever I'm entitled to, £9 could get me dinner in Spoons!