On Saturday 29 June I departed Wareham on the 16.31 service to London Waterloo where it arrived thirty-two minutes late at 19.21. Accordingly, I missed my intended train back from Waterloo East to Sevenoaks. The 20.30 to Bat & Ball was on time, but due to the late running South Western Railway service this was half an hour later than I should have been.
I submitted a delay repay claim to South Western Railway in this respect. However, the South Western Railway online claim form is misleading if you are not only travelling on their services and my claim was rejected. The website asks users to select from a suggested list of train services that you might have used, and if none of listed were applicable to enter details of the actual journey you made. In this respect I entered details of the services I travelled on. This caused the claim to be rejected because they required to be advised of my intended journey that failed. However, I do not consider the wording on their website requests this information. The rejection advice suggests that you should resubmit your claim if you disagree with their decision. This I did, and the claim was rejected again. On the second resubmission attempt it was accepted and I was advised that I was due £2.17 compensation.
I disagreed with this calculation because they appear to have only paid compensation for my journey from Waterloo East to Bat & Ball; I told them that the calculations should be as follows for the delay of 30-59 minutes in reaching my final destination: Wareham to Waterloo – Single ticket £8.90 – 50% compensation = £4.45 plus Waterloo East to Bat & Ball – Off-Peak Day Return ticket £8.65 – 25% compensation = £2.17. So I requested that an additional compensation payment of £4.45 be sent to me; this has now been agreed and I am currently waiting for a payment.
This episode shows that what Transport Focus and others have been saying about the difficulty of claiming Delay-Repay and the arbitrary rejection or reduction of valid claims is, despite the assurances given, still not being addressed by the train operating companies.