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Is it true split ticketing means you risk losing delay repay for the whole journey?

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I saw it being mentioned online elsewhere that you need an iternary.

A few weeks ago my second LNWR train (of 2) was delayed enough that i missed the third LNWR train i was supposed to take, and had to take a later AWC train. When i tried the delay repay, it would only allow me to submit a claim for one ticket.
 
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freddie1729

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If you have multiple tickets for your journey then that counts as one journey for delay repay purposes. Most Delay Repay forms only handle single tickets because that's what the vast majority of people use. I'd suggest taking a photo of all your tickets at once, or combining your tickets into one PDF. (There are free tools online for this)
 

Watershed

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Provided you have a valid combination of tickets and you planned to allow enough time to change trains*, then no, split ticketing doesn't reduce your entitlement to Delay Repay. You are entitled to Delay Repay in just the same way as if you had held one through ticket.

You don't need to buy all your tickets from the same retailer, or through one search, to avail of these rights - nor do you need to receive an itinerary from a retailer for your entire journey. It's clearly much more convenient to undertake split ticketing in this manner, but it's not mandatory.

To get the correct compensation, you should provide the details of your full journey and all of your tickets when you submit your claim, including all the trains you intended to catch. Some Delay Repay forms don't make it very straightforward to do this, but I've found that with the system used by London Northwestern (amongst other operators) the best approach is to enter your split tickets as if they were one single ticket, i.e. enter the origin as the origin of your first ticket, the destination as the destination of your last ticket, the cost as the combined cost of all your tickets, and then attach a single picture/PDF that shows all of your tickets. For the ticket number/reference you can just enter something like 0, 00000 or 12345.

*This is called the minimum connection time (MCT). By default, the MCT at most stations is 5 minutes, but at larger stations it can be up to 15 minutes, and at some stations it can be as little as 1 minute. You can see the applicable MCT for a particular station at BR Times. Journey planners will always allow enough time for changing trains.
 

jrh2254

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If you have multiple tickets for your journey then that counts as one journey for delay repay purposes. Most Delay Repay forms only handle single tickets because that's what the vast majority of people use. I'd suggest taking a photo of all your tickets at once, or combining your tickets into one PDF. (There are free tools online for this)
Agreed. I copy and paste each ticket into a word document , then take a copy of the entire page of the word document. Its a right faff so would appreciate advice on a better way to do it!
I think the TOCs know its a faff but encourage it to put people off claiming!
 

colinz

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My experience is that Delay Repay system used by the First TOCs, such as SWR, GWR, TPE, Hull, etc, handles this easily. It asks the question “did you have multiple tickets for your journey”, which applies to cases of both when multiple people travels/claims together each with their own ticket and when you use split ticketing.
I would normally also send another email to explain the split ticketing details once a reference number is regenerated.

On the other hand GTR and XC ask me to directly send a customer relations contact email attaching all the tickets to gave the case manually reviewed.
 

MrJeeves

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On the other hand GTR and XC ask me to directly send a customer relations contact email attaching all the tickets to gave the case manually reviewed.
GTR will handle it fine if you send a single picture including all your tickets, and enter a ticket number of 00000. It's what I always do and, on the one or two times it's not been accepted, I simply resubmit and ping a DM to their Twitter team explaining the situation who then pass it on to the delay repay team.
 

317 forever

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I had a delay on a journey with a split ticket last week. I had an off-peak day return from Stockport to Derby and an advance single from Leicester to Derby to get home. (I made my way from Derby to Leicester on a few buses.)

Anyway, I felt like returning by changing at Derby and Stoke, but as I saw the next train to Crewe via Stoke was cancelled I jumped back on the train I had got off and changed at Sheffield. The TPE train from Sheffield to Stockport was 20 minutes late.

I attached PDFs with both my advance single and the return portion of my day return ticket. They did accept my claim and it looks like they paid me 25% of the value of the single and 12.5% of the value of the off-peak day return.
 
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