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September 23, 2019, 09:32:07 pm *
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Author Topic: Who makes it hard to claim compensation?  (Read 2020 times)
grahame
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« on: May 09, 2019, 07:05:50 am »

From The National

Quote
SCOTRAIL are among the UK rail firms with the most complicated compensation processes, according to research.

Consumer group Which? found rail passengers are being asked to submit up to 24 separate pieces of information to claim compensation.

Which? said its study of online claim forms shows customers seeking payouts for disruption face a “fragmented and confusing” system.

ScotRail were among the operators with the most complicated compensation processes, with the others being Great Anglia, London Northwestern, Transport for Wales and West Midlands Trains.

GWR not making the list of "most complicated to claim" and that's good ... indeed I was impressed how easy it was to enter a delay-repay claim (only done it the once so far - not a great one to claim, and reliability of the services is getting a lot better)
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« Reply #1 on: May 09, 2019, 07:19:06 am »

Still waiting for a reply to our complaint of no trolley (neither sight of Train Manager) between Paddington and Plymouth (the latter) or Redruth (the former).
It's not a compensation claim that said, so apologies for off topic.
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« Reply #2 on: May 09, 2019, 09:07:36 am »

The delay-repay submissions are being dealt with by a separate group to the customer services team.  They seem to be on top of their brief and turning round things pretty quickly. 

It will be interesting to see how they cope with the additional demand a prolonged period of disruption will cause, but so far so good.
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rogerw
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« Reply #3 on: May 09, 2019, 09:20:35 am »

I think it is the same group who deal with SWR.  They seemed incapable of dealing with revised Sunday services that then ran late.
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« Reply #4 on: May 10, 2019, 06:27:12 pm »

The delay-repay submissions are being dealt with by a separate group to the customer services team.  They seem to be on top of their brief and turning round things pretty quickly. 

It will be interesting to see how they cope with the additional demand a prolonged period of disruption will cause, but so far so good.

Interesting. I was about to post that I made a claim two weeks ago and have heard nothing since. How long should I expect to have to wait?
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« Reply #5 on: May 10, 2019, 08:30:46 pm »

The website says:

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We aim to deal with all claims submitted online within 4 to 5 days and claims sent to us via the post between 10 and 12 days.
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