Can I claim for East Coast delay?

Have a question? Ask our expert Simon Calder

Our reader encountered a number of problems on an LNER journey (AFP/Getty)

Q I was caught up in the chaos on the East Coast mainline last Friday, when the line was blocked south of Doncaster. For complicated reasons I was travelling on an LNER train from Leeds to London King’s Cross on two tickets: one was the return half of an open ticket from Leeds to Peterborough, then a fixed advance ticket from there to London.

I boarded the 10.45am in Leeds, found a seat, and then an announcement was made asking everyone to leave the train as it was cancelled due to a fault. After a while it became clear that station staff were now telling passengers that no trains would be going to King’s Cross after all, and that we should instead travel via Manchester Piccadilly to London Euston.

That journey went all wrong, too, with the train terminating at Manchester Victoria. When I finally reached Piccadilly I joined a long queue for the Virgin Travel Centre, where I was given a “travel authority” slip for the train from Manchester to London – where I arrived nearly three hours late.

I’m keen to claim compensation. But how?

Name withheld

A Had you possessed a London-Leeds-London return ticket, it would have been quite straightforward: for a delay of more than two hours, you would be entitled to a refund of the original cost of the whole ticket. As it is, you chose a perfectly legal combination of tickets, but the “Delay Repay” scheme is not at all suited to your circumstances.

It appears to me that you should make two completely separate claims from LNER: first, Leeds to Peterborough, second Peterborough to King’s Cross. But because it’s so complicated, I suggest you call the LNER customer services team on 03457 225 333 and discuss the best option.

Finally, LNER has a commendable option with its Delay Repay policy whereby you can choose to donate your claim amount to Calm (Campaign Against Living Miserably), the charity dedicated to preventing male suicide. Just select this option on the drop-down “Compensation Preference” menu.

Every day our travel correspondent Simon Calder tackles a reader’s question. Just email yours to s@hols.tv or tweet @simoncalder