Northern Delay Repay claim: can I claim a complimentary ticket?

johntea said:

Not a rejection (yet!) just checking I've done things right

Decided to use a Northern return complimentary ticket today, Sheffield to Starbeck

Got to Leeds, had breakfast, then found out the Harrogate line was knackered so my intended 10:29 cancelled, 10:59 cancelled, caught the 11:29

Just put in a claim on the portal for the specific Leeds - Starbeck journey as that is the part that got delayed for 60-119 minutes, presumably they'll just send out a new return complimentary ticket?

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Andy Pacer said:

Or would it be a single ticket as it is less than 120 minutes delay?

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** Please note customers travelling using a complimentary ticket who suffer a delay of 60 minutes or more will be provided with a replacement complimentary ticket**

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Northern Rail

northernrail.my.site.com

ainsworth74 said:

Northern's website says:



So I would expect a replacement ticket to mean a new return ticket.

Northern Rail

northernrail.my.site.com

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ainsworth74 said:

Northern's website says:



So I would expect a replacement ticket to mean a new return ticket.

Northern Rail

northernrail.my.site.com

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gray1404 said:

I have taken this to mean that you won't get 2 x complimentary return tickets if delayed 120 minutes or more using a complimentary ticket. It's capped at 1 x complimentary return ticket. It does not say you need to be delayed for at least 60 minutes in order to get anything.

So in other words when using a complimentary ticket (be that a single or a return) if you're delayed:

15 minutes - zero
30 minutes - 1 x complimentary single ticket
60 minutes - 1 x complimentary return ticket
120 minutes + - 1 x complimentary return ticket

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gray1404 said:

I have taken this to mean that you won't get 2 x complimentary return tickets if delayed 120 minutes or more using a complimentary ticket. It's capped at 1 x complimentary return ticket. It does not say you need to be delayed for at least 60 minutes in order to get anything.

So in other words when using a complimentary ticket (be that a single or a return) if you're delayed:

15 minutes - zero
30 minutes - 1 x complimentary single ticket
60 minutes - 1 x complimentary return ticket
120 minutes + - 1 x complimentary return ticket

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Geochemwill said:

A couple of years ago, I was delayed by over 60min, but less than 120min, in both both directions travelling on a Northern complimentary return ticket and received another complimentary return ticket. When I queried this with a Northern customer services, I was advised that was the maximum they would send me when travelling on one of those

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ainsworth74 said:

I think your over thinking it? It simply says a replacement ticket therefore I'd take it to simply mean if you're delayed by 60 minutes or more they'll reissue whatever type of complementary ticket you were using when your incurred the delay. So if you were using a single, it would be a single. If it was a return you'd be given a return.

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gray1404 said:

Hmmm. You're right. I might be. It's just a bit confusing. So would you take their statement to mean that if your delayed by only 30 minutes you get nothing?

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RAPC said:

When using these tickets, when I have had a delay of over 2 hours, Northern have issued 2x complimentary return tickets.

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Your claim has been checked using a set process and the details of any delay verified using industry systems holding historic train running information. We have reviewed your claim and can confirm the following:

Travel Date: Tue, 14 May 2024
Departing: 10:29 from LEEDS to STARBECK
Decision: Unsuccessful

We are really sorry but we have been unable to process your claim because the journey you are claiming for doesn't match the ticket you have provided us. This maybe because your attempting to claim for the delay on just the Northern leg of your journey.

In order to assess your claim for compensation and calculate the end to end delay of your journey from start to finish we need to you to appeal your claim and enter your full journey details.

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