Stuck in a loop with "delay repay" as bought a return through a different train company... who deals with it?
ANSWERED:
Thanks u/realkasumi (and others) this was my issue, GWR wanted the "booking reference", but WM wanted the "unique ticket number" which is a different number I was able to find elsewhere on my original GWR booking, so I think I could have used the proper WMR delay repay form (I won't do now to avoid confusing things, but drafted one and it does pass validation), thanks everyone!
Also thanks everyone else for their kind time/replies.
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Hi,
I'm stuck in a bit of an odd loop trying to get a delay-repay payment for a cancelled train and was wondering if anyone might be able to help.
The line I was travelling on is served by two alternating services Great Western Railway (GWR) and West Midlands Railway (WM).
I bought a day return using the GWR app, which allows me to use either train type, hence having a GWR e-ticket with a barcode and GWR ticket number.
I took a GWR train to my destination with no issue.
I boarded a WM train to go back.
Halfway through the journey the train broke down and we were left at a rural station for over an hour waiting for the next service.
I filled in a "delay repay" request using the GWR website (as that's who I bought the ticket through, filling in all details).
I've had the claim fail today as "Decision: Unsuccessful" as the service was operated by WMR and hence I need to contact them.
I am unable to contact WMR/submit a request as the ticket number is a GWR one, so fails validation.
In this situation (you buy a ticket through one provider, but a different providers train fails), how exactly are you supposed to claim/what is the process?
Thanks for any help.