Great Western Coffee Shop

Hi, I was on a journey from Newton Abbot to St Ives, which required a change of train at St Erth.  The time between connections was 17 minutes, but my train arrived into St Erth 19 minutes late, so I missed the connection and had to wait for the next train.  As the branch line train between St Erth and St Ives runs every 30 minutes, the overall delay to my journey was 30 minutes exactly.

I put in a claim, but GWR said they will only pay out for a 15-29 minute delay.  I disputed this but GWR are sticking to the 15-29 minute delay.

Is this correct?  the sums involved aren't great, it's more of a principal thing :)

Whilst I don't know the details of your journey, arrival time at St Ives are at intervals of 29 minute then 31 minute intervals. It is probable that your delay covered one of the 29 minute intervals

Doesn't delay/Repay kick in over delays of more than 15 minutes these days? So the OP qualifies...?

We arrived somewhere around 30/31 minutes after our scheduled arrival time

Yes, they are willing to pay 15-29 mins (25%), but not 30-59 mins (50%)

Ahh, ok, then I refer you to the answer given earlier by my learned friend, and you might ask GWR how they only think you were 29 mins late.

It might be because accurate arrival times can be difficult to report on unsignalled lines like the St.Ives branch.  Many trains do now report via GPS however.

If the timetables arrival was 29 minutes later, but that train was 1 or 2 minutes late, such margins are very tight.  With tight margins like that the benefit of the doubt should be given to the claimant when challenged.