Delayed train compensation

Thankyouforthrdayz · 2025-02-26T17:13:31+00:00

Finding no answers online so wondered if anyone can help. I bought an advance single from London to Ludlow. Two trains- Avanti - Euston to Crewe Wales Trains - Crewe to Ludlow Avanti delayed by 40mins. This meant I missed connection at Crewe, so arrived at my final destination Ludlow 70 mins late, having had to catch a later Crewe/Ludlow train. Avanti website says 50% refund only. Is this right, or should they compensate me for delay to entire journey? Thanks what a faff on top of the faff the delay caused

LIZS · 26/02/2025 17:14

They should cover whole journey via Delay Repay.

AlphaApple · 26/02/2025 17:20

Have you gone through Avanti's delayrepay? They say it's 100% if the delay is over 60 minutes. It's easily found online: www.avantiwestcoast.co.uk/help-and-support/delay-repay

moto748e · 17/06/2025 16:51

Can I piggy-back on this? Been trying to get somewhere with this all afternoon, trying to get some compo for a delayed train to Euston last month. Tried the online process at Avanti website, but got stuck when it started asking for a pdf of the ticket. I have the damned ticket and QR code open in another window on my laptop, and can't see how to convey the info. Then I thought, never mind, I'll try ringing to speak to a human. So rang Avanti on 0345 528 0253 (number from Google). First thing the automated message say is, did you buy from Trainline? Hit 2 for yes. Then, of course, they send you to Trainline. But after a bit of back and forth with the guy from Trainline, he actually said that Trainline don't do refunds, only sell tickets, and I have to do that through the Avanti website! So I said, why do Avanti direct customers to Trainline then, and he flatly denied that that was the case. So, I'm no nearer, and wondering about an old-fashioned letter or email to some head honcho as a last resort. Any others MN posters been here?

LIZS · 17/06/2025 16:52

You should be able to upload a pdf or can you take a photo of it on your phone?

Changingplace · 17/06/2025 16:54

moto748e · 17/06/2025 16:51

Can I piggy-back on this? Been trying to get somewhere with this all afternoon, trying to get some compo for a delayed train to Euston last month. Tried the online process at Avanti website, but got stuck when it started asking for a pdf of the ticket. I have the damned ticket and QR code open in another window on my laptop, and can't see how to convey the info. Then I thought, never mind, I'll try ringing to speak to a human. So rang Avanti on 0345 528 0253 (number from Google). First thing the automated message say is, did you buy from Trainline? Hit 2 for yes. Then, of course, they send you to Trainline. But after a bit of back and forth with the guy from Trainline, he actually said that Trainline don't do refunds, only sell tickets, and I have to do that through the Avanti website! So I said, why do Avanti direct customers to Trainline then, and he flatly denied that that was the case. So, I'm no nearer, and wondering about an old-fashioned letter or email to some head honcho as a last resort. Any others MN posters been here?

Save a screen shot of your ticket and QR code as PDFs and attach to the delay repay website.

moto748e · 17/06/2025 17:05

Thanks for your suggestions. I can't even get back to the correct Avanti page to check now, but I remember it specifically said a screenshot of the ticket on my mobe is not acceptable (why?). I am resetting passwords like a loon.

i just think, in a decent world, you should be able to speak to someone on thephoneto help you through this process if you get stuck. i don't think I'm a computer idiot by any means, i earned my living with one for many years. And, dammit, they owe me. Honestly, i wish I'd never strted the process. it's already caused mre more angst that it's worth. Makes me wonder what percentage of claimants give up on the porcess half-way through.

Changingplace · 17/06/2025 17:29

moto748e · 17/06/2025 17:05

Thanks for your suggestions. I can't even get back to the correct Avanti page to check now, but I remember it specifically said a screenshot of the ticket on my mobe is not acceptable (why?). I am resetting passwords like a loon.

i just think, in a decent world, you should be able to speak to someone on thephoneto help you through this process if you get stuck. i don't think I'm a computer idiot by any means, i earned my living with one for many years. And, dammit, they owe me. Honestly, i wish I'd never strted the process. it's already caused mre more angst that it's worth. Makes me wonder what percentage of claimants give up on the porcess half-way through.

This is the Avanti delay repay page :) did they email you a copy of your ticket or did you save it to your phone wallet if you’re on an iPhone? If you have it in your wallet you can email it to yourself and then attach it to the claim.

www.avantiwestcoast.co.uk/help-and-support/delay-repay

titchy · 17/06/2025 17:31

I always take a screenshot on my phone and have never had a problem getting delay repay from Avanti. And I have claimed many many times..

moto748e · 17/06/2025 18:07

Thanks for your help, peeps, appreciated. I'm giving it up as a bad job.