Some thoughts on Delay Repay

[whole diary]

[Phantom]

Thank you both
Much appreciated

[RailCornwall]

Into my fourth claim, one rejected because I could have used an alternative DMU^▸ (Diesel Multiple Unit) that arrived before my delayed IET^▸ (Intercity Express Train) that I was 'scheduled' to take, symantics but it irked. Two paid out as expected, number four in yesterday due to missed connection at St Erth. We'll see how that one materialises. The MTickets need to have added the eight character booking reference numbers and price paid on them though, It would make the process much easier.

Urrrrm .... I am into appeal phase ....  This could be interesting.

Appeal rejected ....

I am now onto Great Western Railway (GWR^▸ (Great Western Railway)) Complaints.


Edit: VickiS - Clarifying Acronyms

[SandTEngineer]

I tried Delay Repay today for the first time on the way back from Worcester. The conductor was proactive in encouraging people to use it from their phones on the train.

I too undertook my first claim last week, delayed departure from Paddington causing 38min late arrival at destination.  It was settled in 8 days with no fuss.

[Timmer]

It appears that the earlier rounds of claiming on delay repay are automated. Someone correct me if I’m wrong. So don’t give up RailCornwall. Once an actual human reviews your case you stand a better chance of getting a result. Failing that, write to someone high up in Great Western Railway (GWR^▸ (Great Western Railway)).


Edit: VickiS - Clarifying Acronyms

[lordgoata]

Well here are my thoughts on Delay Repay, its a waste of my sodding time.

NOT GWR^▸ (Great Western Railway) related, as this is Great Northern. Basically all their trains out of Kings Cross were cancelled on December 28th, so we were told to put a claim in. I then travelled to Liverpool Street to go via an alternative route and ended up missing my connection at Cambridge and being over an hour late at my final destination.

Having never made a claim before, I put in for the leg that was cancelled (seems completely illogical to me to claim from the start when the bit that was cancelled was in the middle), and so they rejected the claim and told me how to correct it, and to put in the claim again, selecting Re-submit and to provide the reference number in the comments. All of which I did.

Today they reply and said its declined as there is a duplicate claim in the system and if I feel they have made an error, yep you guessed it, re-submit and mention the reason and reference in the comments.

I really can't be bother doing it a 3rd time given they are incapable of reading and following their own instructions....

As I said, not GWR related but I needed to vent somewhere, so please forgive me :-)


Edit: OK, I take it all back - just received another email to say they agree and are refunding me £34 after all! Either someone pressed the wrong button, or as it possibly appears, there was some confusion at their end. I submitted the claim at Greater Northern. Greater Northern rejected the first claim for being incorrectly entered (gtrailway.com email address). The second one was declined by ThamesLink (thameslinkrailway.com) - but signed Greater Northern & ThamesLink Delay Repay Team. The last email was also from ThamesLink, so I guess ThamesLink did not realise Greater Northern originally replied?! No idea. Very confusing. Anyway all sorted! 

[rogerpatenall]

Like SandT, I have just submitted my first claim (1655 Parkway to Paddington) on January 2nd. Confirmation received yesterday. Well pleased. Two thoughts. (1) Nice coffee in the cafe on the footbridge. And (2) serious congestion on the bridge. The 1655 finally arrived on platform 4 (I think - the northerly island). Seats at the front of the 10 car train. Anyway, everyone off, and told to cross "quickly" to 5 car train waiting on the other island. Not being very mobile myself - although the problem not immediately visible - I was seen as an annoying and unnecessary encumbrance by the hundreds of other passengers. No problem with Great Western Railway (GWR^▸ (Great Western Railway)), but not impressed with their clientele.

[Timmer]

My experience with Delay Repay. London North Eastern Railway (LNER^» (London North Eastern Railway - about)) = Excellent. Great Western Railway (GWR^▸ (Great Western Railway)) = Improvement needed.


Edit: VickiS - Clarifying Acronyms

[johnneyw]

My delay repay with Great Western Railway (GWR^▸ (Great Western Railway)) in summer was dealt with most satisfactorily aside from a little confusion when I was sent a "how did we do?" questionnaire before I received any contact about the claim's resolution.

Edit: There was also the small matter of an email from Great Western Railway (GWR) asking me to apply for a refund from the ticket supplier, to which I replied that I had already sent GWR the required photo's of the tickets that I purchased through their website. I suspect it was an understandable trainee error and after that the refund was prompt and in full.


Edit: VickiS - Clarifying Acronyms

[RailCornwall]

Appeal finally responded to on Friday 7th, Accepted, refund in process, by cheque, which will take ages apparently. The process should be put back into the automated service and payment processed that way surely? Anyway I pestered the Twitter people because of the 4 weeks plus it's taken to deal with, before the official response and got a travel code as well, so we're settled at last.

[Timmer]

Appeal finally responded to on Friday 7th, Accepted, refund in process, by cheque, which will take ages apparently. The process should be put back into the automated service and payment processed that way surely? Anyway I pestered the Twitter people because of the 4 weeks plus it's taken to deal with, before the official response and got a travel code as well, so we're settled at last.

Pleased to see you got a positive result in the end RailCornwall. In my experience you’ve just got to get past the automated stages if your claim keeps getting rejected so a human gets to review it.

I’m all for automation when it works, but when it doesn’t it becomes extremely frustrating.

[RailCornwall]

Much much better experience in the last 72 hours. Falmouth branch service cancelled on Saturday Afternoon, Delay Repay submitted on arriving home, accepted this evening and payment advice received tonight also.

[IndustryInsider]

Very few applications to deal with at the moment of course due to lack of travellers and high levels of performance.

[TaplowGreen]

Very few applications to deal with at the moment of course due to lack of travellers and high levels of performance.

A great line for Great Western Railway (GWR^▸ (Great Western Railway)) to take - "we have finally cracked the problem of delays with our delay/repay scheme - after extensive research we have discovered that the solution is to make the trains run on time" 

Edit: VickiS - Clarifying Acronyms

[IndustryInsider]

That’s only a temporary solution until a way can be found to stop passengers from travelling completely.  Then we can go back to delaying all the trains again without any financial consequences.

[eightonedee]

That’s only a temporary solution until a way can be found to stop passengers from travelling completely.  Then we can go back to delaying all the trains again without any financial consequences.

Here's an idea - tell all passengers that they may catch a dangerous disease if they travel.......