If you hold a valid ticket for your journey, you can now claim compensation for delays of 15 minutes or more, no matter what the reason. Virgin trains automatic delay repay essential retail. If you requested your compensation to be paid back to your bank account, this should. Most rail passengers will be eligible for a full or partial ticket refund if there has been a. If one of our trains runs late or is cancelled for any reason, and because of that you get to your destination station 15 minutes or more later than scheduled, delay repay applies. London midland passengers can also claim via a delay repay scheme. How is it best to proceed, given the limitations of the virgin westcoast delayrepay online form. Vouchers cannot yet be used towards purchases made online. Rail delay payouts to be made by cheque on virgin trains.
Is it payable if a delay of less than 30 mins leads to a missed connection, causing an overall delay to reaching the final destination of more than an hour. Virgin trains ignored my delay repay claim then passed it on to trainline. You can now expect a cheque if your virgin train is. Rail travel vouchers a re valid for 12 months and may be used towards the cost of any uk rail travel, excluding the london underground and heathrow express services. All claims for compensation must be received by us within. It promises that under its delay repay system the money would land in our account in. Yes, auto delay repay should be seen as complimentary to the delay repay process rather than replacing it entirely.
To help us process your claim quickly we advise that you make your claim within 48 hours of the delay. Virgin trains ignored my delay repay claim then passed. First refund came through via paypal no problem, second refund nowhere to be seen. If you are delayed on another operators service you will need to apply for delay repay with them providing them with details of the relevant tickets held on your key smartcard. Bought a ticket on the virgin trains website or app. Delay repay is currently operated by the majority of operators and a number of existing franchises, including virgin trains west coast and. Rail delay payouts to be made by cheque on virgin trains bbc news. If you hold a valid ticket for a single or return journey you can claim compensation for a delay of over 30 minutes via virgin trains delay repay online pages, irrespective of what caused the delay. Once youve registered, our system will remember your information, so if you do claim again, its much quicker. If you experience a delay on any other service, please contact that train company. I then got a cheque from east midland without even contacting them.
For delays of 30 minutes or more, you can claim compensation on your ticket. Looking to claim delay repay for a virgin trains journey. While the rules around refunds for train delays are complicated, submitting your claim is. Useless at compensation virgin trains, london traveller. If your train is delayed or cancelled you will be entitled to compensation or a replacement ticket. Its important you read the operators terms and conditions carefully before booking your tickets with us.
Our struggle to get a train ticket refund is virgin on the. Discover options for refunds on virgin train tickets. This service works only for gatwick express, great northern, southern and thameslink services. Ec no 2612004 establishing common rules on compensation and assistance to. But you can still apply for a refund if your train is delayed or cancelled and. Virgin trains automatic refund is way off track money the guardian. Virgin trains tells me to fill out a form and send it to trainline how do i send a form to a website.
Delay repay is a national scheme that makes it easy for you to get compensation for delayed journeys. Were happy to take part and think its the least we can do to make up for any inconvenience caused. Not all companies offer it, so check your train companys website to find out more. Virgin trains, london midland, crosscountry and arriva trains wales refund policies explained.
Virgin atlantic credit card apply or login virgin atlantic. If you are delayed by 15 minutes or longer when you travel with us, you can claim delay repay. An animation we created for virgin trains new website in collaboration with brave spark media. Delay repay claim involving multiple tickets with virgin. Saturday, sunday or a bank holiday, well treat it as though we received it on the next working day.
If youre claiming delay repay compensation online, its really easy. When using the virgin money online service, the screens keep freezing. The scheme will compensate customers with single, return or weekly tickets who have been delayed more than 15 minutes. Delay repay 15 will start on govia thameslink railway gtr services, including southern, whose passengers have suffered months of disruption and cancellations due to strikes, before being rolled out across the country, says the department for transport dft.
Our virgin train was delayed and so was our automatic refund. If they dont receive confirmation of automatic delay repay being processed. The amount you can claim depends on the length of your delay and which train company you travelled with. Virgin trains ignored my delay repay claim then passed it on to. How to claim compensation for your cancelled or delayed. Its not great when your travel plans dont go as expected. The key smartcard is an alternative to paper tickets that makes it quicker and easier to buy and use tickets. Passengers will be refunded automatically within 3 days if their train is delayed by more than half an hour, and if theyve bought their ticket in advance. If you bought a single or return ticket from us and you dont use it because your train is cancelled or delayed, you can return the unused ticket to us for a full refund. Due to technical issues our help pages are not currently working.
Our struggle to get a train ticket refund is virgin on the ridiculous no matter how i try, i cant get the money thats due after sending my delay repay form rebecca smithers. And i did indeed receive a full refund for that leg of the journey the next day. Fed up with forgetting to claim after enduring that delay to your train journey. Delay repay claim involving multiple tickets with virgin trains. Customer details and favourite journeys can be saved when setting up an online delay repay account making claiming even easier. As its now more than 28 days since the last virgin trains journey 7th december, virgin trains are no longer accepting delay repay claims. London north east railway formerly virgin east coast. The transport services you book tickets for with us are run by various operators. Find out about virgin atlantics policy towards flight delays and disruptions. Freepost london northwestern railway delay repay please note this is the full address, shortened for your ease if you have a mobile ticket, simply include your ticket reference number on the delay repay form so we can verify your ticket purchase. My train was halted with no explanation, but virgin hasnt repaid me as it should. By enabling cookie support on your browser, the communication between you and this site is strengthened to be certain it is you who are making transactions on your own behalf, and to prevent leakage of your privacy information. Virgin trains have launched a new service called automatic delay repay which will start automatic refunds for delays on their trains. How to claim compensation if your train is delayed or.
If you would like to know how this is calculated, please contact our customer resolutions team. If you have an existing claim with a vt case reference, you can check the status of your claim or get in touch here. Trainline tells me to do it online through virgin east coast delay repay form. Delay repay is a national compensation scheme across most train operating companies.
By continuing to browse this site or choosing to close this message, you give consent for cookies to be used. If your train provider is chiltern railways, crosscountry, east coast, east midlands trains, first capital connect, greater anglia, london midland, southeastern, southern or virgin trains they operate delay repay. Virgin atlantic flight disruption policy virgin atlantic. The rules for delay repay are simpler than the personal charters. How do i claim a refund for a cancelled virgin east coast train journey when i bought the ticket via trainline. If the train operator replies batting you back to delay repay and claiming this is all you are entitled to then do not be bullied into thinking they are being honest.
They help us understand how customers use our website so we can give you the best experience possible and also keep our online adverts relevant. Youre entitled to compensation for any delay or cancellation that causes you to arrive 15 minutes or more behind schedule, except where delays have been caused by planned engineering works. If you had to book a taxi to complete your journey as the train got cancelled and there were no staff to do this for you, then the value of your taxi can also be added to this. Compensation is based on the delay repay system, which is offered by around half of all train operators. If youve travelled and were delayed 30 minutes or more, you can claim compensation through the delay repay scheme operated by the train company that. Little did i know that virgin trains has an automatic delay repay scheme as long as you book your tickets at. Trainline what payment methods can i use to book tickets. Virgin trains west coast service heading north from preston to. There may be certain scenarios where we cannot determine that youve been delayed and in these cases you will need to submit a claim as usual. I was forced to take a taxi after my outward journey was halted, but i cant get compensation. On the 3rd time of chasing them up found out theyd sent the refund to a. Usually you can choose from three or four main methods. The delay repay form should only be used for delays experienced on lner trains.
How do i claim a refund for a cancelled virgin east coast. It has sent a cheque as a gesture of goodwill for what was clearly an. Refunds delay repay is not a scheme to claim refunds on tickets. That means, their terms and conditions will apply to all the transport services and will depend on the type of ticket youve booked. Delay repay is a national scheme that train companies use to compensate you for unexpected delays and cancellations. Use the online delay repay portal below for the faster way to receive a response to your claim. But now, the next time you head home for the weekend, or actually make the effort to visit friends on the other side of the country, and your virgin train is delayed youll get a cheque instead. Government announces improved compensation scheme for rail. Cookies must be enabled to claim through this site to embrace privacy and security related issues regarding your visit to this site. Delay repay is a national scheme that entitles you to compensation if you have experienced delays during your train journey.
Season ticket holders will be refunded the proportionate cost of the price of the ticket. If your train company doesnt offer delay repay, you can still get compensation under the national rail conditions of carriage, but you wont get as much. We always try and ensure our trains run on time, but delays do occur sometimes and when this happens, we will offer fair and appropriate compensation. We have put together our top 10 tips for getting train delay compensation. Delayed passengers on virgin trains will receive money back by cheque in compensation, rather than travel vouchers. Delay repay is a scheme to compensate you if your train was delayed for any reason. You can use these vouchers at any manned station or by calling our telesales department on 03457 225 225, please allow ten working days before your date of travel. Delay repay is currently operated by the majority of operators and a number of existing franchises, including virgin trains west coast and c2c have also taken steps to introduce automatic.