Thameslink/LNER Delay Repay Query

[CHESHIRECAT]

This would be amusing if wasn't so frustrating!
Submitted claim for Nottingham to Gatwick ; travel via Grantham and Stevenage due engineering work
Twice rejected as the cancelled Stevenage/Gatwick 'operated by LNER' !
Called TL c/r who said he would escalate only to have it rejected for same reason !
Have called them again...will see what happens

 

[WesternLancer]

This would be amusing if wasn't so frustrating!
Submitted claim for Nottingham to Gatwick ; travel via Grantham and Stevenage due engineering work
Twice rejected as the cancelled Stevenage/Gatwick 'operated by LNER' !
Called TL c/r who said he would escalate only to have it rejected for same reason !
Have called them again...will see what happens

Yeah - the Govia companies (Thameslink, Southern Etc) appeal systems on delay repay are really frustrating to use...I seem to recall you have to submit again via customer services or some such thing

 

[CHESHIRECAT]

This would be amusing if wasn't so frustrating!
Submitted claim for Nottingham to Gatwick ; travel via Grantham and Stevenage due engineering work
Twice rejected as the cancelled Stevenage/Gatwick 'operated by LNER' !
Called TL c/r who said he would escalate only to have it rejected for same reason !
Have called them again...will see what happens

Hello!

So after much toing and froing Thameslink forwarded my claim to LNER as they say it was them who caused delay!

They have since replied saying that my ticket (off peak return Nottingham Gatwick) was not valid for travel via Grantham ! Despite that being the route advised at purchase

Is anyone able to look at routing guide and advise if it's a valid route anyway please?

 

[yorkie]

It's valid.

 

[AlterEgo]

It’s hard to know the details of the claim. What train was cancelled, and were these emergency engineering works or planned ones?

 

[CHESHIRECAT]

It’s hard to know the details of the claim. What train was cancelled, and were these emergency engineering works or planned ones?

22nd February Mml Blocked south of Bedford so everyone being rerouted through Grantham;Lner delayed claim denied as they said I'd travelled on non valid route!
Even attached s/s of offered route lol

Thanks all for input/advice

 

[yorkie]

Without knowing your intended itinerary, and which trains were delayed, and which connections (if any) were missed, it's difficult to comment on the validity of the claim.

But it's certainly a valid route; companies such as LNER, GTR etc cannot be trusted to understand which routes are permitted, nor can they be trusted to process Delay Repay claims correctly. This is just the state the industry's in, and has been for a long time, and possibly always will be!

We can provide more authoritative information than you would get from almost any TOC's customer services, but we need access to the full information to be able to give you the best possible advice.

 

[AlterEgo]

22nd February Mml Blocked south of Bedford so everyone being rerouted through Grantham;Lner delayed claim denied as they said I'd travelled on non valid route!
Even attached s/s of offered route lol

Thanks all for input/advice

But you mention Stevenage to Gatwick was delayed/cancelled. Which train exactly? And which train did you travel to Stevenage on with LNER?

 

[CHESHIRECAT]

The issue isn't which services; they're disputing it being a valid route

 

[AlterEgo]

The issue isn't which services; they're disputing it being a valid route

The route is indisputably valid, but if you are delayed on Thameslink they have to pay the delay repay, not LNER. It’s confusing as to why the claim has been passed to them and could cause more issues.

 

[Hadders]

Please can you tell us:

Exactly what tickets you held. If you held a combination of tickets we need to know details of all of them.
The trains you intended to catch
The trains you actually took

Without this information it is difficult for us to assist you.