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Delay repay using a smartcard

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Joshua_Harman

Member
Joined
2 Feb 2021
Messages
89
Location
London
Hi eveyone!

recently,I have travelled using my railway smartcard and the jourey was delayed meaning I claimed delay repay.

Whenever I submit a claim with a paper ticket they always accept it, no questions asked, however I have recently submitted one (I travelled using a national rail ITSO Smartcard) and the claim was rejected due to lack of evidence.
in previous times when I have claimed delay repay with a smartcard these have also been rejected for the same reason (diffrent companies)

GTR Offer automatic delay repay, so there must be a way for them to review the Tap On Tap Off data to see exactly when I travelled, I Also always post the photo's of both the reciepts and the smarcard itself, so you would have thought this combined with the extensive smartcard data would be more than enough to verify my delayed arrival.

I was wondering if anyone else had this same issue?
 
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hkstudent

Established Member
Joined
11 Nov 2018
Messages
1,357
Location
SE London
Hi eveyone!

recently,I have travelled using my railway smartcard and the jourey was delayed meaning I claimed delay repay.

Whenever I submit a claim with a paper ticket they always accept it, no questions asked, however I have recently submitted one (I travelled using a national rail ITSO Smartcard) and the claim was rejected due to lack of evidence.
in previous times when I have claimed delay repay with a smartcard these have also been rejected for the same reason (diffrent companies)

GTR Offer automatic delay repay, so there must be a way for them to review the Tap On Tap Off data to see exactly when I travelled, I Also always post the photo's of both the reciepts and the smarcard itself, so you would have thought this combined with the extensive smartcard data would be more than enough to verify my delayed arrival.

I was wondering if anyone else had this same issue?
It may be better for you to appeal the result to customer service, instead of going to Delay Repay team
 

Super Hans

Member
Joined
21 Oct 2020
Messages
18
Location
UK
They should give you a specific reason, lack of evidence isn't really a reason. Can't verify the price? Journey? Ticket validity?
 
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