My son is at uni in Winchester. Nearly every day there are delays or cancellations. As a student he does not have spare cash, so why so long to refund? Also he misses a lot of lectures because of cancellations and delays. This is not a good service for the public.
Welcome to the Forum.
I'm sorry to hear that your son has been experiencing some journey issues with some of our trains.
The new Delay Repay enables all our customers to access compensation for delays of 15 minutes or more, unlike the previous franchise's Void Day system which had much narrower eligibility, both in respect of what disruption/delays could be claimed for and who could make a claim. This is why Delay Repay is becoming the industry standard and is being adopted by most train operators.
Consequently, our Delay Repay system is used by a very large number of customers. The number of claims we receive means that a certain amount of processing/waiting time is experienced before the claim is fully processed and responded to.
If we have had serious disruption, then the number of Delay Repay claims can increase markedly over a short period immediately following this, and this will correspondingly increase processing times.
Looking further ahead to early 2019, we will be rolling out full system automation along with new smart ticketing, and this will mean that customers no longer have to make manual claims every time they experience a delay of 15 minutes or more. This will make the process of reimbursement easier and faster for every customer.
I have asked our Delay Repay team to update me as to what is the current default average processing time, and I will update you further once I have this information.
Delay repay is a horrible system designed to put people off bothering, don’t think we don’t realise it.
My apologies for taking some time to come back to you. At the moment I am advised we are experiencing high volumes of claims, and so the processing time in many cases is taking longer than 20 working days. The Delay Repay team are working very hard to process all claims wherever possible within the 20 working days, but in some cases claims may take a longer.
Delay Repay is in fact a very fair system as it enables all passengers to make a claim if their journey is delayed by 15 minutes or more. Bringing this system in was part of our Franchise commitment to the DfT. Delay Repay is a system currently used by most other train operating companies, and is now the industry standard.
Under the old Void day system, only season ticket holders were compensated, and then only if an all day Void day was declared which did not happen often. The old system meant that customers were compensated rarely, and when they were, only a certain category of customer could benefit.
The only advantage Void days had as a system was that the reimbursement was automated.
We will be bringing in automation by early 2019 for Delay Repay and once this is done customers won't have to make direct claims in most cases. We do recognise that having to make claims manually is frustrating for our customers, and so we will be working hard to bring in automation ahead of schedule if at all possible.