UPDATE, and I am furious with Northern. Here is a summary of our numerous recent email exchanges:
ME - "And what about the other Delay Repay claim that did not use a multi-modal ticket? This complaint was about TWO separate claims, and I have heard NOTHING from Northern about either of them. Why not? And why are you ignoring the other claim?
I would like at least a free Northern single ticket please for my journey from Knaresborough to Steeton & Silsden on Friday 1st December 2023. The 16:39 from Knaresborough was cancelled, and the following 17:07 left at 17:18. I was delayed at my destination between 30 and 59 minutes."
NORTHERN -"As mentioned in the previous email, we have not yet received your delay repay details by post and that's why you have not yet received a response from us. If you have proof of your journey ticket(s) i.e. images of the ticket(s), can you please attach the ticket to this email so we can look into this for you. We are unable to proceed with the case without proof of tickets as the information you have sent through to us has not been delivered."
ME - "I find it difficult to believe that two separate Delay Repay claim forms have been "lost in the post". As instructed, my train tickets were enclosed in the envelopes with the claim forms. Are you admitting that the postal claim system is so unreliable that passengers should take copies of tickets before sending them to Northern? If so then you need to make that clear on the postal claim forms. Luckily, I still have the Outward ticket for my journey on 1st December 2023, and a photograph of that is attached. Can you please now process my claim? Many thanks."
NORTHERN - "Thank you for contacting Northern again regarding your delayed journey. If your delayed journey was the return journey then we need proof of your return journey ticket as well. Please also provide us the journey time for the train in question that was delayed. Once we have this information, then will be able to investigate this for you."
ME - "As I have already told you: - I sent the Return ticket with my postal Delay Repay form; the form that you claim that Northern never received. That is what passengers are told to do on the form. - My journey was from Knaresborough to Steeton & Silsden on 1st December 2023. The 16:39 from Knaresborough was cancelled, and the following 17:07 left at 17:18. I was delayed at my destination between 30 and 59 minutes. I have sent you a photograph of the Outward journey ticket, as that is the only one that I have in my possession (see above). Obviously, I was issued with a Return portion as well, because that is what always happens when you pay £11.80 for an Off-peak Day Return. I really do not know what more information you require to process this claim. Can you please now process the claim and consider upgrading my compensation to a RETURN Northern rail pass, as recompense for the time that I have had to sped dealing with this? Many thanks."
NORTHERN - "Thank you for contacting Northern again. You might have posted the delay repay form including the journey ticket to us however we have not yet received it in our office. Until we receive it, unfortunately we are unable to proceed with this case. I sincerely apologise for the delay and the inconvenience caused. If there is anything else, you need help with then please don't hesitate to contact us."
All these replies were from the same customer service representative. Where do I go from here?
