LNER Delay Repay only showing an itinerary I didn't take

[JohnMcL7]

I'd appreciate some advice to make sure I fill in a delay repay claim properly the first time rather than risk having it rejected.

I bought a Super Off Peak Single from Scotrail to go from Inverness to Welwyn Garden City and then bought a Seatfrog upgrade. The site offered two options, either change at York and then change again at Stevenage or go all the way to London King's Cross and then take a Great Northern service back north to Welwyn Garden City which I chose because I preferred the single change and it made it simpler with the Seatfrog upgrade. I bought a Super Off Peak Single (that was what the Scotrail site offered) and the itinerary in the confirmation e-mail is the LNER 07:55 Inverness to London King's Cross arriving at 15:49 then take the 16:27 Great Northern service to arrive at Welwyn Garden City at 16:56.

There were signalling problems at Peterborough so the train was 101 minutes late arriving into King's Cross at 17:28 which meant I had to take the 17:57 Great Northern Service arriving at Welwyn Garden City at 18:26. I've gone onto the LNER delay repay page and when I enter the stations and time, it only gives me the Inverness->York->Stevenage journey and not the one I took. I've checked this other itinerary in case it wasn't as delayed but the train I'd have taken from York to Stevenage was also caught in the same problems so I'd have been delayed over an hour with that as well. It offers me the option to enter the legs of the journey manually, is this likely to cause any issues? Secondly, for the first leg of the journey the departure time is straightforward but for the second leg (London to Welwyn Garden City) should the departure time be the original one in the itinerary? It states 'Please provide the time your train was scheduled to depart and not the actual departure time.' which to me suggests it should be the 16:27 departure time rather than 17:57 departure time. Finally is there any information I should make sure I have saved now in case I need it later? I've saved copies from realtimetrains showing the delay and I've kept the ticket.

Thanks for any advice.

 

[Tazi Hupefi]

I'm not sure I follow.

For Delay Repay you type in the journey you originally intended to get, which is often not necessarily the same as the journey you actually made.

Are you trying to add the journey that you actually made?

LNER will automatically calculate what journey you actually made, factoring in your ticket type and restrictions etc, along with any barcode scans or smartcard taps.

 

[JohnMcL7]

You've followed correctly and answered what I was looking for thanks - I'll put in 16:27 for the second leg rather than 17:57. I wasn't sure how clever their system was and concerned it would reject the claim if I put 16:27 since that train wasn't delayed, it's just I couldn't take that one because of the first delay.

 

[Haywain]

It offers me the option to enter the legs of the journey manually, is this likely to cause any issues?

No.

It states 'Please provide the time your train was scheduled to depart and not the actual departure time.' which to me suggests it should be the 16:27 departure time rather than 17:57 departure time.

It's 16:27.

 

[JohnMcL7]

Thanks for the prompt replies, I've entered 16:27 but the site shows the following error when I choose the trains from the original itinerary:

Sorry, there are errors on the page:

The selected train journeys do not form a feasible route due to conflicting actual arrival and actual departure times. Please ensure that the correct legs are entered.

I'm trying to see if I've made some stupid error somewhere

Edit - I think I've explained this wrong, looking at their amended journey it shows later train times than the itinerary so I guess I need to enter the later train I actually took hence the error