Delay repay question

[whole diary]

[JohnM]

Today my wife had an Advance Single ticket from Swansea to Melksham, with a change at Swindon - £38.50. The Swansea-Swindon train was delayed by about 20 mins, so she missed the 5 min connection.

As the 2nd leg was a TransWilts to Melksham, the next train would have been nearly 2 hours later (assuming it wasn't cancelled ). So she caught the next mainline train to Chippenham and I drove over to pick her up from there.

So what is she entitled to claim for - the ~20 min delay in arriving at Swindon, or what would have been a 2 hour delay had she waited for the next Melksham train?

EDIT: I'd put ~15 min in the last line, corrected to ~20

[Mark A]

£38.50?

Mark

[JohnM]

Thanks Mark - so it's the delay in getting to the final destination that counts? Makes sense of course; I'll give it a go.

[Phantom]

Thanks Mark - so it's the delay in getting to the final destination that counts? Makes sense of course; I'll give it a go.

Yes, it is based entirely on the scheduled arrival time against the actual arrival time

[JohnM]

We’ve rejected your claim as it doesn’t meet the criteria stated in our current policy.

Would be helpful if they stated in what way it doesn't meet the criteria. I've appealed, asking them to clarify.

I did worry about supplying the ticket PDF with Uber at the bottom, but I couldn't spot anything in the policy (actually the FAQs^▸ (Frequently Asked Questions)) about it only applying to tickets bought from GWR^▸ (Great Western Railway). Or do they assume that's obvious?

https://www.gwr.com/help-and-support/faqs/compensation-and-refunds

[JohnM]

We’ve rejected your claim as it doesn’t meet the criteria stated in our current policy.

Would be helpful if they stated in what way it doesn't meet the criteria. I've appealed, asking them to clarify.

Update:

We have confirmed that the delay you experienced was 120 minutes or more and that you are entitled to £38.50 in compensation.

Great, although no indication why they rejected it the first time.

[JohnM]

...and as I only paid £36.58 for it thanks to Uber's ongoing 5% off promotion, I'm quids in

Ok I actually got £1.92 back in Uber credit, but I've already used that on my commutes. And of course it doesn't cover the cost of driving to Chippenham and back to pick my wife up, which was during my working day. I didn't try suggesting she should just wait ~2 hours at Swindon for the next train to Melksham as I had a pretty good idea what the answer would be