Help claiming LNER delayed trip refund?

[AliCatWalk]

Hello lovely Mumsnetters! My DH & I are trying to claim a refund (as advised by many fellow passengers on our trip) for a missed connection & delayed trips a few days ago on 20/5/26? We're having trouble inputting the proper information on the website, it doesn't seem to be recognizing our trip & we're admittedly a bit unclear on what details to enter as this was our first trip to the UK so have almost no familiarity with the railways 🙈 It was such a whirlwind trip & we took so many trains/buses/Ubers/taxis/simply walked between connections whenever possible every day that we're second-guessing ourselves on some of the particulars here.

Attached are some SSs from the day if anyone would be so gracious as to advise? Very sad that the reason for our delay was someone being hit by a train 😞 Apologies for my ignorance & TIA to anyone who may have some input!

Can you go to the refund form, start filling it in and take screenshots of the bits where you are getting error messages that won't let you proceed?

Email them with details of your journey and photos of your tickets. Same happened to me and I received a reply and refund quite quickly.

Thank you! My DH is submitting the claims, here is the rejection email he seems to be getting after submitting:

That sounds self-explanatory?

We did indeed take a different train because of the missed connection 🤦🏻‍♀️we will try emailing them, thank you @switchname !

Well we were forced to take a different train as the delay caused us to miss our connection by mere minutes, I watched the train status switch to "Departed" as we were pulling into the station, we would have had plenty of time to wait around for that connection if all originally went as planned

I’d contact them through the form, we had to do this and they were helpful and we got the refund quite quickly.

i used their online chat and it was much easier. Got full refunds quickly.

I think you maybe changed your ticket to travel on a different second train after the first was delayed?

Therefore you should claim for the edinburgh to Birmingham (??) (Edited as photos now loaded - King's Cross!) Or, whereever you changed at, because the part of the journey that was delayed was that part...
If it is 30 mins to an hour delay you'll get 50% back, more than an hour you'll get 100% back.

Was it all one ticket or did you do a SplitSave thing?

If you booked via LNER the delay repay is automatic and quick.

We each only had 1 ticket, we got off at Peterborough and followed the instructions coming over the intercom/confirmed by fellow passengers/attendants to be sure (who said they took the train regularly & most of whom specifically told us we should claim this refund 😅). DH is trying to contact available support now & we will wait for an email response worst case scenario, understanding it's a bank holiday weekend 🤗

how late did you arrive at your final destination? If you didn’t actually arrive later than 15 / 30 / 1 hr plus later than it’s irrelevant you traveled on another train and missed your connection - you still got to your final destination within a reasonable time frame? You will have scanned your tickets at the exit barrier so they can track when / where it was scanned and will cross reference that against what time you were “supposed” to have got there

Sounds stressful! If it's all on one ticket then you need to put in the whole journey from start to finish, I.e. Edinburgh to Cambridge. I am sure they will be very helpful. What an awful reason to be delayed, I hope you are all ok.

Agree it is about how late you arrived at the end of your journey, not just that particular train. So if you missed your connection you need to state your actual arrival time at your destination, not Kings Cross.

So you caught the correct train from Edinburgh to Peterborough, but missed your connection from Peterborough to Cambridge? Did you get the next train from Peterborough to Cambridge? What time were you supposed to arrive in Cambridge and what time did you arrive in Cambridge? Were your tickets singles or returns, or split tickets etc.? (If you have a really long delay they refund the whole return. ) Did the guard check and scan your ticket en route?

@usererror99 @LIZS Thank you, I am trying to look this up now 🤔

We don't have our physical tickets any longer so I am trying to find a way to look up the past journey with limited success 😖

All I know is that the many different people on & between the delayed train(s) we chatted with advised us to submit for a refund 🤷🏻‍♀️Apologies if I'm not doing a good job at giving clear answers, like I said it was a whirlwind, we were on the go via various forms of transit booked/secured at various times for 10 days straight and we just got home last night so it's all still sinking in IYKWIM! Good thing there's a 30-day window (I think?)!

So how long did taking the different train delays you by? Have you submitted a claim for the train that was late which caused you to miss th connection?

I have needed to claim 100% and 100% plus refunds from LNER in the past and I found them helpful and efficient but the website was a bit clunky. However, they do expect you to provide exact details, so I checked my WhatsApp to see when I told the person meeting me that we were pulling into the platform for the accurate arrival details.

I also take photos of the arrival board on my phone.

You only need to know what time you arrived at your final destination, Cambridge? Did the new connecting train arrive on time?

Thank you all for these points to take into account, I'm sure it sound ridiculous but we actually don't have those exact times on hand 😣 trying to triangulate the data via Uber history, Google maps searches, et cetera, but we didn't take photos/SSs every step of the way (will do that on our return visit, as said earlier this was our first time using UK transit so didn't think to anticipate this). Hopefully we will get a helpful response via support email, I will try to update if anyone happens to be curious! Thank you all for the lessons learned for future!

If you know when you took the later connection you can give its scheduled arrival time at your destination.

I don’t understand this fully… you missed your train, so took another?
How inconvenient was that for you? What was the delay time? What time did you arrive at your destination compared to original ETA?