Delay Repay problem

[whole diary]

[Clan Line]

My wife is trying to make a delay repay claim for a missed ferry connection (to the IoW) caused by a late running train. She had a through "railway" ticket covering the 3 legs of the journey. The GWR^▸ (Great Western Railway) journey planner details the four "stations" on the trip: WMN^» (Warminster - next trains) - SOU - STQ- WTW...............but the delay repay system tells her that STQ is not a valid station ! The delay was 1h 10m - luckily the ferry trip was an open ticket. Any ideas please ?
She picked that particular train as it had the best reliability figures - huh !!

[froome]

Get a paper Delay & Repay form from a station and fill that in. That won't require any codes to be input, you can just write what happened in the comment section. It can be sent to a Freepost address, and you do get a reply, though it takes time...

[TonyN]

I Made a claim some while ago for a Journey from Pershore to Yarmouth. I know the problem is not the same as It only involves Lymington Pier as a change point not a seperate ferry terminal. The Journey to Lymington pier was delayed by 30 minutes making me 1 hour late at Yarmouth.
You should expect to get a payment based on the lateness at SOU not at WTW however it should be a percentage of the whole fare including the ferry part of the fare.

[Clan Line]

You should expect to get a payment based on the lateness at SOU not at WTW however it should be a percentage of the whole fare including the ferry part of the fare.

That sounds a bit like "Heads I (GWR^▸ (Great Western Railway)) win, tails you lose". It was the lateness of the train that caused her to be 1h 20m late at Cowes.
I must say that the paper form is a lot less specific/complicated that the on line version.  We'll see what happens.

[Clan Line]

Update:

The repayment  has been rejected............

Reason: "some of the required information is missing from your application". This is not correct, ALL the requested information was supplied - the form was fully completed and additional information (booking ref) was enclosed with it.  When I go to the "appeal" page on the GWR^▸ (Great Western Railway) website there is no ticket information shown on the original repayment request - even though this was supplied. (it asks for ticket "medium".....which is not requested on the claim form)
When I try and fill in the ticket details (again !) on the appeals form, it tells me that I can only claim a refund within 28 days of the journey - which has now, of course, been passed. The rejection email, however, tells me that I can appeal "before Mon, 11 Oct 2021" -  but the system won't let me do that !  As I said earlier in the thread "Heads GWR win, tails I lose".

Has anyone come across this problem before and has discovered a way round it ? or do I now put in a complaint about the delay repay system ? (I note that the full blown complaints form allows 5000 characters to be used - the "other" information box on the delay repay site allows a mere 250 !!)

[GWR 158]

I made a claim for a late running train stuck at Bramley for 2 hours 30 mins due to a freight train stuck over Southcoate Junction. I filled in the form and sent it in, and GWR^▸ (Great Western Railway) said my claim wasn't valid! I think if the form was filled in online and sent to GWR straight away, delay repay would be far more efficient in my opinion.

[TaplowGreen]

Have to say I was quite impressed - put in a delay repay claim online last Friday for a journey made on 9 Sept - acknowledged the next day, refund paid today.

[GBM]

Interesting 'blog'? from Roger French (BusandTrainUser) today.

https://busandtrainuser.com/2021/09/19/customer-service-resolutions/

Shame the DfT^» (Department for Transport - about)/Treasury can't utilise one (simple) form for any delay repay for all TOC^▸ (Train Operating Company)'s - too much to ask I guess

[ChrisB]

I guess it will follow the creation of GB^▸ (Great Britain) Railways in 2023

[TonyN]

Interesting 'blog'? from Roger French (BusandTrainUser) today.

This again shows that the delay repay system only works for a simple one train one ticket journey.

I had simular with a journey from Banbury to Pershore. Cross Country where running almost exactly 2 hours late from Banbury to Oxford. This made little difference to my Journey as I just caught the first available train and actually arrived at Oxford a few minutes early.
However I then found the Cotswold line was blocked by a failed train and eventualy got to Pershore about an hour and 40 late after a very uncomfortable taxi ride at GWR^▸ (Great Western Railway)'s expense. GWR rejected the claim because they claimed Cross Country where at fault.