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!

You only need put in an estimate as LNER will double check.

OP, I wish you the very best of luck with this, but I don’t hold out much hope of a successful outcome because you say, “We don’t have our physical tickets any longer.” I once tried to claim for a journey that started in Bath and involved a change in London, so two different train companies. Each blamed the other, even though the train out of Bath had been cancelled - in fact, so had the London train, but explaining I’d never got that far because there was no train from Bath fell on deaf ears. One of them said they couldn’t do anything without the actual tickets which I had sent to them and they denied receiving! It went backwards and forwards and sadly I got nowhere. The upshot is, if I buy a ticket at the station, I now always photograph my train ticket so that I have proof of purchase.

@AliCatWalk It looks from your screenshots as though you have the final arrival time and it was indeed significantly delayed? Sadly though I agree with the PP who says, as you don’t have your physical ticket any more, they’re unlikely to process a refund. I also take a photo of my ticket or - if there’s a delay - make sure I don’t put it through the automatic ticket barrier at the exit, as that will retain the ticket; I tell a member of staff that I need to keep it for a refund.

(For future reference, if anyone does need to check the time any train arrived at its destination, you can use this helpful website to check - very useful for anyone claiming refunds!

https://www.recenttraintimes.co.uk)

Sorry, @AliCatWalk - another question! Did you book your tickets directly with LNER, or from another site?
And those screenshots you posted: having looked again, I don’t think that was the final arrival time of what would have been your train to King's X (if that was your final destination - I'm not entirely sure?) if it was, I've had a quick look on the Recent Train Times site and it arrived at 15:28, so 89 minutes late. That ought to trigger a full refund but your lack of physical tickets might cause a problem (although you might be able to show a booking reference if you booked with LNER and had an email confirmation?).

The fact that you took another route shouldn’t be a problem as you shouldn’t be expected to sit on a non-moving train for 89 minutes when you can continue your journey by another route, and were encouraged to!

Apologies for the grim incompetence of rail travel in this country - it can be great, but when it goes wrong, it really does fall apart.