GWR/Trainline Cancellation compensation

[HRH2009]

A train I had ticket for was cancelled and so was the subsequent one,an hour later. This was a GWR service to Paddington. At the station. Worcestershire Parkway, the GWR staff were distributing compensation claim forms to everyone whose train was cancelled.

I duly filled the form in and sent it off to GWR's claims department only to receive the reply that my claim had been rejected. There was absolutely no explanation from GWR why they would not pay up.

I had booked through Trainline, and I have since received full compensation, so pleased with the result and would not begrudge the booking fee that Trainline charge.

[Simpo Two]

Maybe GWR rejected it because they knew it was booked through Trainline so your claim lay with them? A reason would have been nice though.

[HRH2009]

On a previous occasion, when the train was late, Trainline emailed to tell tell me that I was entitled to compensation. This was last summer if I remember correctly, and the claim was handled by GWR.

[LastPoster]

I think that’s the difference

I book my corporate travel through Business Trainline and cancellations go through them and refund back to the business account.

Delays are through GWR delay repay, pain though as it means the refund is by cheque payable to me which by a convoluted route I get the money back to my employer

Just doing the same with Cross Country delay repay, bank transfer this time which I will have to pay back to my employer.

[PhyllisOphical]

The responsibility for refunds lies with the ticket vendor, not the train operator.
For more help, look here

[ChocolateFrog]

Simpo Two said:

Maybe GWR rejected it because they knew it was booked through Trainline so your claim lay with them? A reason would have been nice though.

This.

Your claim is with Trainline not the individual TOC.

[Simpo Two]

ChocolateFrog said:

Simpo Two said:

Maybe GWR rejected it because they knew it was booked through Trainline so your claim lay with them? A reason would have been nice though.

This.

Your claim is with Trainline not the individual TOC.

So GWR caused the confusion by handing out claim forms to everyone - trying to be helpful, but the hander-outer on the spot couldn't know how people had booked. Case closed

[Chrisgr31]

It depends what the claim was for, but if you are claiming delay repay for a delay then the claim lies with the train operator that caused it.

If you are seeking a refund for an abandoned journey then the claim will lie with the ticket vendor.