Delay Repay Problems with Avanti Website

[parkender102]

Claimed Delay for a Journey on Off Peak Return Outward Portion Leatherhead - London (Tube) - Euston - Crewe - Chester - Shotton. Late arrival in Crewe due to being stuck behind a slow moving train thereby delaying connections. The Avanti Delay Repay Website didn't allow me to put a starting point as Leatherhead (presumably because it is not an Avanti Destination). So I just put in London Euston - Crewe - Chester - Shotton.

Today I get an email:

Thank you for your recent Avanti West Coast delay repay claim submission with reference AWC-****-***-***.

Having reviewed the details of your claim, we are unable to continue processing your claim without you providing further information. Below is some further detail on what we need you to provide:

To be able to assess a claim fully we need complete journey and ticket information. Unfortunately, some of the required information is missing from your application. For us to progress your claim, please login to your Delay Repay Account and update your claim to include the following information: - We have checked the journey you have claimed for and we appear to be missing multiple legs of your full intended journey.
Once you have all the necessary information, please visit the online web page at https://delayrepay.avantiwestcoast.co.uk/claim/AWC-****-***-*** and click the button labelled "Update Your Claim" where you will be given the opportunity to add the missing information.

Please be aware that you have until Tue, 02 Jul 2024 to update your claim. If we haven't heard from you by this time then unfortunately, we will not be able to progress your claim.

Yours sincerely,
Customer Support Team

Can't fathom out a way to edit the journey or put an explanation in. The cynic in me thinks Avanti do this on purpose to make it impossible to claim Delay Repay as they must have been hammered over the last year due to their unreliabilty (on this Route the Direct London Euston to Chester Voyager Route is regularly cancelled 'due to non availability of Train Crew').

Is there a way around it or even better a Phone Number I can ring?

 

[Watershed]

I've had no issues claiming Delay Repay for journeys starting or finishing at stations Avanti don't serve.

You might have to enter the journey details manually though. Their automated journey planning algorithm seems to come up with some "interesting" (invalid) cross-London connections, such as a phantom Tube link from Ealing Broadway to Euston - possible in practice of course, but this doesn't exist in the industry data!

 

[parkender102]

I've had no issues claiming Delay Repay for journeys starting or finishing at stations Avanti don't serve.

You might have to enter the journey details manually though. Their automated journey planning algorithm seems to come up with some "interesting" (invalid) cross-London connections, such as a phantom Tube link from Ealing Broadway to Euston - possible in practice of course, but this doesn't exist in the industry data!

My problem seems to be editing the existing claim - I assume I can't start a new one? It is still well within the Cut Off Date of 2nd July to claim?

 

[Belperpete]

My problem seems to be editing the existing claim - I assume I can't start a new one? It is still well within the Cut Off Date of 2nd July to claim?

Be aware that when you start a claim, the system checks that there isn't an existing claim under the same ticket reference, so if you start a duplicate claim it will probably be rejected.

There appears to be no way of contacting their delay repay team, who appear to be a law unto themselves. If you contact their customer services team, they will just tell you that they are unable to deal with delay claims, and to raise a delay claim!

If you are happy with the information that you originally entered, I suggest that you just confirm it. If they reject it again, at that stage you are given the opportunity to provide more information free text.