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"All Change" - Claiming Service

Part 3 of our series looking at the changes on TrainClaimer

Posted 16th May 2019


In this series of blog posts we are explaining in detail the changes we are making to our service. You can read the full announcement here.



Part 3: Claiming Service

It is with regret that we have announced we are ceasing our claiming service for some train operating companies.

We hope this step will only be temporary, but in the meantime we are unable to process claims on your behalf for disrupted journeys on the following operators:

  • Gatwick Express
  • Great Northern
  • Southeastern
  • Southern
  • Thameslink
  • Virgin Trains (West Coast)

New subscription options for affected customers

We know this will be sad news for our users who travel on these operators, and you might be wondering what happens to your remaining Credits if you are already subscribed or have topped up.

We are offering refunds for all unused Credits purchased as a top-up, and can arrange for pro-rata refunds for unused Credits accumulated as part of a subscription. Please contact us and we'll make you an offer.

Going forward, if you'd like to keep access to our features and process the claims yourself, we now offer an email claiming service. Just find your train and add the claim as normal (including through any Automatic Claims or Journey Emails you have configured in your account). Once we've reviewed your claim, we'll issue an email detailing step-by-step instructions on how to claim yourself. This will be personalised to you and contain the exact pieces of information you need to enter into the exact fields on the form.

This discount is only available to existing subscribers, but with our new Basic plan you can save yourself money - we're even offering a heavy discount on the already rock-bottom price when you contact us as an existing subscriber with at least one previous claim for an affected operator.

Will you be able to offer this service again in the future?

We certainly hope so and are doing all we can to be able to re-introduce the claiming service for these operators. Of course, we will announce it on the blog and to mailing list subscribers if and when we can.