We have been assisting commuters with escalating issues around delay repay claims for two months now. The story begins when one of our members received a demand from GTR for 100% of the delay repay compensation s/he had ever received, after s/he had innocently put in writing that s/he had used the Delay Repay Sniper app in the past.
Over the last week, our inbox has been flooded with complaints from angry commuters, who have also received requests from GTR for the repayment of 30% of all the delay repay they have received. We have not been able to find out where GTR have got the figure of 30% from, nor whether it is based on anything scientific.
GTR’s press office gave us this comment:
“Passengers who have an issue with a Delay Repay claim should contact our customer services team in person.”
We now reveal this situation in the public interest.
We do not claim legal expertise on this matter, but feel that this principle must be clarified by GTR, as there are several of these apps in use among commuters.
Is this about fraud?
ABC takes any allegation of fraudulent claims very seriously and will not advocate on behalf of any commuter except those we believe have been unfairly fined for genuine claims. If you believe you fit into this category, please email us at firstname.lastname@example.org and we will do all we can to help.
The third party app “Delay Repay Sniper” is an admin tool – one that has become extremely popular due to passengers’ desire to make the time-consuming process of claiming more convenient. It is an app that collates data already available through websites like raildar.co.uk and realtimetrains.co.uk. DRS has been around since 2013 and the GTR management contract began in 2014, so there are many years’ worth of delay repay claims potentially at risk for customers.
GTR’s Information about Delay Repay
We believe that there are flaws in GTR’s website information on Delay Repay if they are now intending to penalise people for using mobile phone apps.
There is no reference here to a third party app – which is not the same thing as a human “third party” (which is subject to human error). An app like Delay Repay Sniper can act like a digital version of the postal service; collating publicly available information and allowing commuters to submit their own data, exactly as described in the FAQ above.
Fraudulent claims are a crime, but this crime can be committed through any vehicle – including GTR’s own website. We now urgently need the consumer rights situation regarding the use of third party apps clarified for the benefit of all rail users.
The injustice felt by those being penalised for genuine claims is even worse when, as passengers, we continue to suffer delays, short-formed trains and cancellations. Here’s an extract from our passenger survey in December 2016, indicating the amount of time people were spending on rail-related admin:
GTR’s Delay Repay guidance mentions “mitigating circumstances” but doesn’t explain what this means. The amount of time that passengers are forced to spend on claiming is an additional cost on top of the service problems they suffer anyway. We suggest that the Southern Rail Crisis provided more than enough in the way of a ‘mitigating circumstance’ – so the need for GTR to clarify its position on what constitutes a “third party” is undeniable.
Is this a reasonable position?
Because of the consumer rights issues we’ve heard about recently, we fear this could be another occasion where the growing conflicts between rail, technology and consumer rights cause undue stress and problems for passengers. We would appreciate GTR stating explicit conditions on their website regarding the use of third party apps
ABC is always dismayed to hear of any case of fraud, but that is a different problem requiring a different solution. The problem in this case has been the lagging behind of the rail industry in keeping up with passenger’s needs. What else could we expect but for tech companies to start up and fill the gap when there has been such an obvious need of admin help for customers?
If you have been affected by this situation and are being asked to repay compensation you received for genuine claims, you are welcome to contact us at email@example.com and we will do what we can to help.
Please appreciate that we are volunteers and also managing our day jobs, so cannot always provide an immediate response.