Delay repay doesn't work for multiple tickets bought in same transaction

Rostock0

Jr. Member

Posts: 26

Delay repay doesn't work for multiple tickets bought in same transaction

« on: October 27, 2022, 21:07:34 »

I bought a load of tickets for different journeys in one go recently. Unfortunately a few of those trains were late, so I've been using Delay Repay. I discovered that once I've claimed for one journey under a particular booking ref, any claims for other journeys under the same booking ref are automatically refused - the machine thinks they are duplicates, even though the travel dates are different. Anybody else found this, please? wish

There's an appeal button on the delay repay website after a claim is refused. Doesn't work though - just takes you back to the 'enter a fresh claim' screen.

Sorry - I've just realised i should have posted this in the rights and redress section. Oops.


« Last Edit: October 27, 2022, 21:23:24 by Rostock0 »	Logged

JayMac

Data Manager
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Posts: 18918

Re: Delay repay doesn't work for multiple tickets bought in same transaction

« Reply #1 on: October 27, 2022, 23:18:41 »

In situations like this the easiest, if not quickest, way to sort the Delay Repay owed is email the retailer's customer services dept. Explain in full the delayed journey, trains caught and include upload scans of the relevant tickets.

The automatic systems fall down with anything other than a basic single ticket claim.


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Sleepy

Sr. Member

Posts: 145

Re: Delay repay doesn't work for multiple tickets bought in same transaction

« Reply #2 on: October 28, 2022, 00:38:42 »

GWR^▸ make a song and dance out of refunding cancelled Sleeper tickets (strike day) from August !!! Why are these things so hard to sort out ?? Is it worth complaining about this length of time to sort it out ?


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ChrisB

Transport Scholar
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Posts: 12357

Re: Delay repay doesn't work for multiple tickets bought in same transaction

« Reply #3 on: October 28, 2022, 08:56:45 »

Yes, I would….happy to escalate it if you get an unsuitable explanation


« Last Edit: October 28, 2022, 12:09:53 by ChrisB »	Logged

Phantom

Global Moderator
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Posts: 487

Re: Delay repay doesn't work for multiple tickets bought in same transaction

« Reply #4 on: October 28, 2022, 11:17:38 »

I bought multiple tickets at the weekend, train out was delayed by 20 minutes, return the following day was cancelled

I had no problem online completing for the multiple tickets that I had purchased
I was actually surprised how far the whole process has taken, all claimed and paid within 5 days


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ChrisB

Transport Scholar
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Posts: 12357

Re: Delay repay doesn't work for multiple tickets bought in same transaction

« Reply #5 on: October 28, 2022, 12:11:20 »

I think the problem is claiming for individual journeys *separately* within a multi-journey booking?


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JayMac

Data Manager
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Posts: 18918

Re: Delay repay doesn't work for multiple tickets bought in same transaction

« Reply #6 on: October 28, 2022, 12:13:38 »

As always. YMMV^▸ . Some retailers are better than others.

I waited over a month for a recent SWR^» Delay Repay claim, with a normal through ticket. Auto system denied claim. Appeal system said no. Only written correspondence with SWR Customer Relations got the correct result.


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"Build a man a fire and he'll be warm for the rest of the day. Set a man on fire and he'll be warm for the rest of his life."

- Sir Terry Pratchett.

Rostock0

Jr. Member

Posts: 26

Re: Delay repay doesn't work for multiple tickets bought in same transaction

« Reply #7 on: November 06, 2022, 17:22:17 »

The thing that really annoys me about this is that both the journeys are ones where they sent me an email to notify me that I can claim. So the GWR^▸ system is aware that I made these separate journeys. Still, on the range of things that annoy me about GWR the fact that I have to email customer service to reclaim my fare is minor compared to the fact that they are going to block access to the car park at Oxford station for a year.


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