GWR Delay Repay

[TravelDream]

H all.
How long does GWR take to respond too Delay Repay claims?
I made two claims on the 15th of October.
One is still 'in progress'
One was rejected the day after, but I appealed. I think they made a mistake as the connection I missed the connection I had to make and that connection was also delayed. It's also 'in progress' right now.
Their site says they respond in an average of 1 point something days and my claims were made over two weeks ago now.
It also means I can't see the exact times on RTT and I foolishly didn't save them.

 

[Par]

Well, I was delayed on Sunday just gone (27th). Approved yesterday with a second email advising that the refund payment has been made, should take about 5 days to be in my account.

Decent response to be fair.

 

[Snow1964]

My most recent claim got a we are busier than usual email after 2 weeks.

They also rejected when connecting booked train arrived on time, but first train (which was the one whose time was specified at departure station on the claim) was so late we clearly missed connection. We then had to appeal. From memory rejection was day 18 or 19 from claim.

So slow and inaccurate (as they seem to assume you can do a connection via a subway in seconds) seems to be current status.

 

[DailyCommuter]

I've had 5 claims this month and found the response time depends on the complexity. Those with a single eTicket have been approved within a couple of days, those using split tickets have taken up to a fortnight to approve.

I'm guessing that the split ticket ones need a manual review, hence the delay.

 

[Jamiescott1]

I make on average 80 delay repay requests a year with GWR (yes, all genuine) and I've yet to figure out a pattern as to when they'll be approved, some take days, some take weeks

 

[TravelDream]

Thanks all.

So the second application was approved, but only for 15-29 minutes. I don't know how they made that out at it was clearly a 36 minute delay. I found another website showing train delays which confirms it.
So I've appealed.

The other appeal still hasn't been looked at.

The other thing with their appeals, you're only allowed to write 250 characters. Not much use if you need to actually explain something.

 

[Grumpy Git]

GWR not only approved, but paid out my claim in the same week (claimed Monday, paid out Friday). It multiple splits on CCST paper tickets too.

In contrast to GWR (four days), LNWR have just taken 18 days from submission to getting the payment.

 

[TravelDream]

That seems quite lucky. GWR has been awful for me.

For both my appeals, I am just waiting.

The first appeal is from the 16th of October (incorrectly rejected). The second from the 31st of October (approved, but for a shorter delay than I actually had).

 

[Vivi2010]

Do these guys get worse and worse the more claims you make with them? I made about seven claims in the space of a year and had no issue. I then had to use them five days a week in October.

As soon as I made my 8th claim (the 5th claim in 10 days of return journeys), they started messing about. First they pretended that a cancelled train wasn't cancelled. I won the appeal when I proved that it was.

On the next claim, after my first service was 20 minutes late, making me miss a connecting train by five minutes, they claimed that I wasn't planning on catching the next service, so the delay on the first train didn't affect my journey as, had it been on time, I would have stood on the platform for 50 minutes to catch the subsequent service. It took FIVE attempts before they accepted that I would have caught my second train at the earliest opportunity instead of waving the earlier service off and catching the next one.

I then had a claim rejected as I had already made a claim on the outbound portion of the return ticket and they claimed that should you be delayed on both your outbound and inbound journey, you cannot claim on both portions and have to choose between the two (of course they rejected the one that was delayed by over an hour and approved the one that was only 18 minutes late). This is obviously not the case and I have claimed on both portions without issues in the past.

I have now had two other claims rejected. One was delayed by 24 minutes and the other 47 minutes. GWR concedes that both journeys were delayed by that length, but is arguing that the delay is too short to be eligible for delay repay!

 

[redreni]

As soon as I made my 8th claim (the 5th claim in 10 days of return journeys), they started messing about.

Bad customer!

Knowing and enforcing your rights as a consumer has always been fiddly and time-consuming, but in the era of big data it also means one risks being flagged in such a way that the company thereafter treats you as it would treat people who may be gaming the system or outright cheating it.

 

[Jamiescott1]

Do these guys get worse and worse the more claims you make with them? I made about seven claims in the space of a year and had no issue. I then had to use them five days a week in October.

As soon as I made my 8th claim (the 5th claim in 10 days of return journeys), they started messing about. First they pretended that a cancelled train wasn't cancelled. I won the appeal when I proved that it was.

On the next claim, after my first service was 20 minutes late, making me miss a connecting train by five minutes, they claimed that I wasn't planning on catching the next service, so the delay on the first train didn't affect my journey as, had it been on time, I would have stood on the platform for 50 minutes to catch the subsequent service. It took FIVE attempts before they accepted that I would have caught my second train at the earliest opportunity instead of waving the earlier service off and catching the next one.

I then had a claim rejected as I had already made a claim on the outbound portion of the return ticket and they claimed that should you be delayed on both your outbound and inbound journey, you cannot claim on both portions and have to choose between the two (of course they rejected the one that was delayed by over an hour and approved the one that was only 18 minutes late). This is obviously not the case and I have claimed on both portions without issues in the past.

I have now had two other claims rejected. One was delayed by 24 minutes and the other 47 minutes. GWR concedes that both journeys were delayed by that length, but is arguing that the delay is too short to be eligible for delay repay!

I made over 80 claims last year (all genuine), dont usually have issues but I have 4 pending at moment and they seem to be taking ages.
I dont know why its not almost instant as the service is automated and my tickets are loaded onto a smart card so they know I've definitely travelled when I say I have