I am a season ticket holder and have applied for multiple delays over 17 working days ago and they are still in a open state. Can you please let me know if you are currently having issues processing or have my claims just been forgotten about.
This Forum is not managed by a team that has access or oversight for Delay Repay systems. You should initially email firstname.lastname@example.org The Delay Repay team will be able to check and respond back to you in respect of your claim status.
Should you not receive a reply within 48 hours, please do come back to us and we will escalate to a specific manager for investigation.
I have had quite a few legitimate claims refused so I would like to have the name of an individual manager who can sort it out. Some of the responses have claimed that I took a train home which doesn't even exist! The most annoying refusal was for 2nd March when numerous trains were cancelled due to snow and SWR advised passengers not to travel and said they couldn't guarantee to get us home.
Okay, immediate escalation is obviously required then. Can you please DM your case reference numbers through to me via Twitter @sw_help (so this information isn't public).
Once these have been received, along with any other relevant details/background information, I will forward to a named manager and confirm their name to you via return DM so you have a reference point.
I have now had a response to my claims. This no longer need a looking at further. Thanks for your help.
I am very glad to hear this. Thank you for letting me know.