Am i wrong?

[rachybell]

Please someone tell me I'm not calculating this wrong.
Saturday we were travelling from Newcastle to York on the 10.46 am train which was due to get into York 11.48
This was cancelled
The next train was 11.42 and was delayed 16 mins.
We arrived into York at 12.07 pm

They have said our delay was between 30-59 minutes and gave us 50% compensation

Shouldn't it be over 60 minutes ?
I appealed and they said no it's between 30-59 minutes .

I've been on the website and screenshot the train showing cancelled and the other showing the delay.
Is there any point appealing again?
We missed our connecting train because of this.

(As by the time it got into York the delay had increased to 19 minutes)

So the second train left at 11.58? So both the departure and arrival were over an hour late? Did you talk to an actual human or we chat?

Yes the second train departed at 11.58 from Newcastle.
It was the delay repay from their website.
You have to take pics of your tickets and say how long the delay was etc

This featured in one of the National newspaper consumer money helper sections recently - they base the refund on how late your arrival was, not how late the departure was.

But is there a typo in your OP? If the original arrival time was supposed to be 11:48 and you arrived at 12:07, you were only 19 minutes late?

Are you sure your times on the post are correct - as the first train seems to take an hour and then the second was delayed 16 minutes and took around 10 minutes to arrive?

Anyway it will be on arrival time not departure - what was your arrival time at York and your booked one

@ComtesseDeSpair no as our original 10.46 am train was cancelled.
We were due in York at 11.48 am but had to wait for the next train which was then delayed.
So instead of arriving at 11.48 am we got there at 13.07 (I think I wrote 12.07 in original post apologies)

So I meant 13.07 not 12.07 arrival in York

I am also confused, you said you were due to arrive at 11.48 and actually arrived at 12.07. How is this over an hour late?

Sorry I meant 13.07(not 12.07 ) arrival instead of 11.48

Could you ask them to clarify their justification for it being less than an hour. Point out that the departure and arrival times were both over an hour and ask them for their own working out. I’d be intrigued to see what they say

They're basing it on planned departure time for the second train rather than actual departure, I'd assume

Thanks ,I thought they might base it off the next scheduled train departure.
Although I'm sure that's not correct

Op i would get this deleted and reposted with the correct time in your OP or you'll just get loads of responses from people who haven't read beyond the first post. It was all messed up Saturday due to a trespasser on the line at Darlington. I got a full refund for our tickets as our train was cancelled BUT we actually got on the next one that came in which was a much delayed earlier one and got to our destination only ten mins later than originally intended! For free.

Were you booked on the earlier train and had seat reservations as proof? Ds is still awaiting his delay repay from a month ago in similar situation.

@ChiselandBits yeah that was it.
Newcastle station was manic
I will try and do that
Thankyou

@LIZS yeah we had booked a specific train and seats too