Split Ticketing and Delay Repay

Most people know that compensation for delays on train journeys is payable using an (often generous) scheme called “delay repay”. However many people (including many within the rail industry) don’t know that this works with split tickets as well.

That’s right, if you’ve saved a lot of money by using TrainSplit to buy split tickets instead of buying through tickets, you’re still entitled to claim full compensation for your entire journey, not just for each ticket.

Last January, the Rail Development Group sent out a staff briefing regarding split tickets and what is and isn’t allowed. This was leaked on the excellent RailUKForums. The important part of this document reads like this:

Compensation for delays is usually paid when customers experience a delay on their full journey, regardless of the number of tickets held. When a delay results in a customer with multiple valid tickets arriving at their destination late, multiple tickets may be submitted with a claim for a delayed journey.

Staff Brief – Split Ticketing (January 2020)

We’ve heard of train companies denying this when you’re claiming compensation. We suggest that you don’t accept that and that you press the matter. Their compensation team should know about this staff brief and they should know the rules.

As always, if you’ve bought your tickets from us and are having trouble, contact our friendly customer services team. We can ensure that you’re armed with the correct information to counter any rejections you might get. But above all, don’t worry about it. The train companies are getting quite good at understanding the rules around split tickets now, and you’ll probably find that they just pay out automatically.

4 thoughts on “Split Ticketing and Delay Repay

  • March 6, 2021 at 10:21 pm
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    I recently used that brief to try and claim Delay Repay from Southern, where they delayed me on a multi-leg journey across several TOCs. I even sent them the document, but their answer was:

    “The exert from the Rail Delivery Group that you have provided suggests one way that a Train Operating Company could process split tickets, however this isn’t our policy.

    As per the FAQ section for Delays and Compensation on our website, our policy is as follows:

    ‘Compensation will only be paid for missed connections when enough time has been left to meet the connection and you hold a ‘through’ ticket that covers the entire journey. Further details can be found at nationalrail.co.uk’ ”

    So it looks to be an uphill battle to get this out of them…

    They did offer me a “goodwill gesture” which was about £10 less than the full Delay Repay due.

    Part of me feels like passing the details on to the Ombudsman or Transport Focus, but only if it can solve this problem for everyone. I don’t want the hassle just for my full refund, but I would fight if it meant GTR would be forced to pay out correctly for everyone from now on.

    Reply
    • May 3, 2021 at 10:52 am
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      Yes, definitely take it to the Ombudsman. RDG have already clarified that Delay Repay is payable for the whole journey, regardless of tickets held.

      Alternatively, post about this in RailUK Forums https://www.railforums.co.uk/ where there’s a whole slew of experts who will guide you through what to do.

      Reply
  • July 16, 2021 at 4:52 pm
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    Hi Nick – bit confused about my rights here – hope you can help. I booked a return Cardiff to Glasgow with split tickets.

    The return was horribly delayed due to consecutive Crewe to Cardiff trains being cancelled so that I got in two hours late.

    I have claimed for a full refund for the Crewe to Cardiff service with TFW but I am eligible to claim on the 2 Avanti West coast tickets that took me from Glasgow to Crewe?

    Bit confused here since you seem to be suggesting I can claim for whole journey but won’t Avanti just say the delay wasn’t on their trains?

    Reply
    • July 20, 2021 at 5:20 am
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      Hi Mike.
      Yes, you can claim for the whole journey, but crucially the claim needs to be made with the first train company that delayed you. In this case it was TFW, so they are responsible for the cost of ALL your tickets, including the Avanti ones. However, the fact that you have already claimed for just the tickets between Crewe and Cardiff will complicate things, and it might be difficult to find someone at TFW who can understand what you’re asking for without just saying you’ve already claimed.

      You may wish to seek advice from our good friends at RailUK Forums https://www.railforums.co.uk/

      Reply

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