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.
PS Some of my claims date back to 19th February. This is really poor.
Sorry to hear this. 10 working days is the target time frame for reply. However, the processing period can increase for short periods when high numbers claims are received. They are currently very busy, and this may be why your claims are still outstanding.
Please send an email (if you haven't done so already) to email@example.com to request an update on your outstanding cases.
If you have already done this and haven't had a satisfactory reply, then please DM us details to @SW_Help so we can escalate this for you.
Dominic, further to my last email, I have had to appeal yet another refusal. On 19th February, the 8.54 from Fleet was cancelled due to electrical problems. The 9.10 was 19 minutes late and terminated at Surbiton, so I didn't get to Clapham Junction until 10.45, more than 1 and a half hours late. How on earth can this claim be rejected? I have not had one single response to any of my emails querying their wrong decisions.
Sorry for the delay in responding. I have been off duty for a few days. I see you have DM'd us with DR reference numbers for claims you are concerned about.
I have sent an email referencing these to a management contact on the Delay Repay team and have asked them to look into these cases for you as a matter of urgency. As soon as I have an update on these I will be in touch.