On train derailed Hinchley Wood on 18th Jan.Line closed for the next few hours.Delay repay request rejected.Phoned and told that was a mistake and it would be paid . It hasn't been. Phoned again and told not eligible for delay repay.
This was 2G08, the 05:37 dep Guildford to London Waterloo. This was not a derailment, the power rail (not running rails) was displaced blocking the line and causing this train to become trapped for a period of time as it could not draw power. I have reviewed the incident details and your delay will have been well over several hours. As such, this rejection is not right at all.
Can you please give me the reference number at the top of your decision letter. I will talk to the Delay Repay team for you and find out what has happened and ensure your claim is treated appropriately.
Claim ID is DR-6943-8628
Thanks for this. I will get in touch with them and update you as soon as I get a response. So either later today or early tomorrow is the aim.
I have had a conversation with the relevant team, and the following has been reported:
"Following an incorrect rejection, the case was opened as an appeal. This was successful and payment was processed and accepted on the 16/02/2018. The sum of £5.89 was paid via a BACS transfer."
I suggest that you check your bank statement to confirm this was received safely.