| Delay Repay - GWR, Crosscounty or Trainline? Posted by grahame at 16:24, 19th February 2026 |     |
From a friend who lives in Melksham (and shared with permission)
Hi Graham, need advice on repayment claim. Monday I went to Lichfield, hour late getting there due to late departing Bristol TM, incident at Cheltenham. Coming back just before Cheltenham some muppet threw a bicycle on the track, held up whilst it was moved and track inspected. Once got to Gloucester waiting for London train to Swindon, but this held up due to train doors not opening at Cheltenham. I didn't get back to Melksham by train. I initially did claim with CrossCountry, this unsuccessful, they said do with GWR, did that, unsuccessful, told to do with CrossCountry! Any ideas?
Who did you buy your ticket from?
On Trainline
Ah - then I THINK tramline are your retailer and your should claim with them.
Ok. In the past had no issues with claims. The trainline app was coming up with a link for delay repayment, but now directing to operators.
Who did you buy your ticket from?
On Trainline
Ah - then I THINK tramline are your retailer and your should claim with them.
Ok. In the past had no issues with claims. The trainline app was coming up with a link for delay repayment, but now directing to operators.
I am not sure on this one - advice please!
| Re: Delay Repay - GWR, Crosscounty or Trainline? Posted by TaplowGreen at 16:36, 19th February 2026 | |
Not in my experience.
As stated elsewhere I use the LNER website to book GWR tickets and they've always processed delay/repay claims very swiftly without trying to refer me elsewhere.
| Re: Delay Repay - GWR, Crosscounty or Trainline? Posted by Hafren at 17:32, 19th February 2026 | |
My general thinking is pick the TOC whose delay pushed the journey past threshold; if one pushed past 15m, then a connection pushed it past 30m, so both added to the issue, I'd be inclined to say TOC that caused initial delay.
Use the appeal/re-claim button, which IIRC allows a brief explanation - e.g. 'Both legs of journey delayed but initial delay with XXX' or whatever. I assume the system at one TOC is probably noticing the delay on the other TOC's leg and automatically passing the buck, but a manual appeal should sort it, I would have thought. If it's a case of each TOC's contribution to delays going past thresholds being equal, they should work out between themselves who is liable in DR terms.
I've had this before, but it was more clear-cut – TOC 2 had the delay, but their system referred me to TOC 1 (longer journey leg). They flagged no delay on their part (true) so I asked them to pass back to TOC 2. All sorted.
