Does anyone understand delay repay stuff for trains.? My claim rejected

[LegPain]

It’s just annoying me as I suspect EMR are using a loophole to get out of paying me.

i bought a return ticket to Manchester. Not direct through Emr but via TrainPal as was £20 cheaper as they did a split ticket thing. So I was going from A to D and had to change trains at C

my ticket was a return ticket from A to B and then another ticket from B to D with a change at C. 🤣

so the train at A is delayed. I get to C ten mins late and miss my connection so am over an hour late to D. Conductor tells everyone we will get delayed repay payment.

ticket 1 from A to B was £5. The B to D ticket was £45

i put in a claim and it’s been rejected as my ticket “is not valid for the claim being made”.

is it due to the split ticket issue. In which case shall I just put another claim in using my second ticket from B to D.

or is it because it was a weekend and the ticket when on my e-ticket said “anytime return”. Even though on trainpal it specified a particular time and I had seat reservations on the train from C to D which I missed.

i appreciate it’s not a vast sum I’m due but it spoilt the day and I’d like some money back.

did you put i. the claim for the A to B ticket or the C to D ticket?

also, have you tried asking trainpal how to do it?

Was it different train companies for each journey? You might have to put in the claim to the operator of the first journey as they caused the missed connection.

Check any disclaimers trainpal gives, and/or the EMR terms and conditions.

I used to use split tickets to travel cross country. It saved vast amounts of money but I was very aware that if I had booked for a specific train on the second leg and I missed it there would be no possibility for compensation. As I understood it that was the reason why it was cheaper to split the ticket up. So I wouldn't really see that as a loophole.

Husband frequent train traveller never uses sites like train pal and split tickets for the exact reason you are having a problem. He says galling as it is for the amount involved don’t waste your money b

I've never had any issues with getting a refund from East Midlands Trains. But you only normally get a refund of the train is delayed by more than 15 minutes.
You had split tickets which in effect are separate journeys which is why the tickets are cheaper. So you would have to claim for each part of the journey
Your first train was only 10 minutes late. So you wouldn't get anything for that part of the journey. How late was b to d?

Ah I think I know what I need to do. I need to sack off the compensation from A to B and just claim from B to D. Which is the more expensive ticket anyway. Train was late leaving B by ten mins which resulted in being late at the destination by over an hour.

delay repay is payable if either the train is late from the departure station or late getting to the arrival station and apparently includes if you miss a connection.

first train which was delayed was EMR and second train was cross country. So i should claim via EMR. Trainpal said I need to claim via the train operator website nothing to do with the .

why on earth can’t EMR just have said well first ticket isn’t valid as the delay wasn’t long enough but second tricker is and just compensate me for that second ticket rather than reject the whole thing!

I think you have to look at them as individual journeys if rejected. So the cumulative impact they wont care about.

I have appealed but sadly am vastly impatient and appealed before realising this so have put in both tickets again with a mini polite rant of what do you mean my ticket isn’t valid, it got me to Manchester, etc.

so will probably get rejected again. And i probably won’t be allowed to appeal again.

i detest the fact you can’t ring people and talk to them anymore.

OP I think you should b eligible to claim for the whole journey. Go to railforums . Co . Uk, they are very knowledgeable in how to get the train companies to engage.

Ive used it with split tickets with Avanti i got paid out. I purchased through Trainline.

You claim for the whole journey. If it was purchased as one journey then it makes no difference if it’s a split fare. We’ve done this many, many times thanks to transpennine trains. You claim from the company which caused the delay. Occasionally you have to explain it to someone in an email or on the phone rather than just filling in the form but we’ve always had the full amount refunded.

I can’t find a phone number or email. I think I’m struggling with the form. You have to upload screenshots of the tickets. Which I think I’ve done but once they’re uploaded you can’t see the images so I’m not sure. I’m a total technophobe and struggle no end with this sort of thing. If I could send an email and attach a photo of the tickets I’d be ok,

So you missed the intended C-D train because your first train was delayed? Was the C-D that you actually travelled on also delayed?

Such an annoying process. I have found the best way is to write an actual letter with as much detail as possible. That does mean you only get travel vouchers though, not a refund to your card.

Good luck! Similarly I booked a ticket via Trainline London to south of France. Eurostar plus another overnight train. That was operated by SNCF. Second train cancelled so I’m entitled to get to my destination on another route at no additional charge. I get an email from SNCF telling me this. Trainline refund me immediately (€25) but I have no option but to buy a new immediate ticket … €150. It took me nearly 3 months to get the money back. Never book anything complicated through a third party.

I think they make it difficult on purpose so you give up claiming.

Your OP says the train from A was delayed. Your ticket for that journey was A-B so that's the one you claim for. Was the train leaving B also delayed?

Yes. It was the same train. B is only 5 miles from A.

I was under the impression I could claim for the whole journey even on a split ticket.

I do wonder if it’s because even though on the website I selected the 7:30 train (which was late) and then the 9am train from C. When the tickets were emailed they just say anytime return rather than a specific time.

so how can I prove I was on that train and it was delayed. Maybe it’s just bad luck and at a weekend with any anytime return you’re stuffed. I don’t believe I asked for an anytime return

Yep it’s this

I am so confused. How many trains were you on? 3?
A-B
B-C
C-D

It shouldn’t matter, I’ve claimed for anytime returns lots of times.

It should be - you claim to the company of the train with the delay, you send them all the tickets for that journey, they give you the delay repay.

Saying that even though it’s anytime return it also has journey times on the ticket 🤷🏻‍♀️

It won't be anything to do with the anytime return or the weekend, I've claimed delay repay from Cross country for weekend anytime returns numerous times and always got the refund.

I think if you've now sent EMR both tickets they should have enough info to be able to process your claim. Did you just send the A to B ticket the first time you claimed?

Emr are probably confused too. 🤣

no two trains. But my first train was a split ticket to make it cheaper. But you don’t physically get off the train.

so I had ticket one which covered the first 5 miles.

then ticket two which covered the rest. But as part of this ticket I had to get off and then catch a connection