In line with previous complaints concerning GWR's "Delay Repay" compensation offer I suffered the same lack of response as others have noted in the "Guardian" and other media.
Last Thursday, 11th July, I caught the 19:03 from Paddington to Plymouth. It actually didn't leave until 19:25 due to its late arrival in Paddington. Due to mechanical failure in another GWR train on the same line there were a number of other holdups such that we did not arrive in Plymouth until 11:25, some 65 minutes late. By this time there were no ongoing trains to Cornwall so GWR arranged for all passengers to be taxied to their destinations. I was taken to Saltash, where I arrived at 00:05 - one hour and fifteen minutes after I should have done (10:50).
I have applied to GWR's "Delay Repay" but am told today that my claim is "unsuccessful" because there was "no delay" . I have asked GWR to check its own records or simply check with Plymouth station. You can't really hide a train being 65 minutes late - or indeed the work enjoyed by the taxi drivers who then took some passengers all the way to Penzance !
Posted 10 months ago
We are sorry to hear of the disruption you experienced on your journey.
Appealing the rejection you received is the right thing to do if you do not agree with the outcome of your claim.
If GWR still continue to decline your claim and you do not agree, you can always escalate your claim to The Rail Ombudsman who can provide free, expert advice.
We hope your compensation you are owed is issue to you quickly.
Posted 10 months ago
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