Delay Repay Genie Reviews

Name: Delay Repay Genie
Address: Unit 55, Waterhouse Business Centre, 2 Cromar Way, Essex
Rating: 4.61

4.6 Rating 367 Reviews

90 %

of reviewers recommend Delay Repay Genie

Company Reviews

Questions

Metrics

4.6

Based on 367 reviews


Shipping & Delivery
On-time Delivery	100%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour

Visit Website

Phone:

01245 396 888

Email:

customer_services@delayrepaygenie.com

Location:

Unit 55, Waterhouse Business Centre, 2 Cromar Way
Essex
CM1 2QE

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I can't seem to find Delay Repay Genie anymore, it seems to have completely vanished from the internet! I need my genie! Can anyone tell me what has happened? When will it be back?”

Helpful Report

Posted 2 years ago

Unfortunately, DRG made the difficult decision to take down the service and close earlier this year. There are currently no plans to bring the service back. Apologies for the inconvenience caused.

Posted 2 years ago

“Always breaks and they always blame it on the API of the services. Paid for your subscription and want to cancel for next month? Can’t because PayPal. Idiots”

Helpful Report

Posted 4 years ago

Thank you for your review. Due to the way PayPal works, cancellations take immediate effect. However, we are more than happy to reinstate accounts up to the date paid up until. Any incorrect rejections or compensation amounts from the Operator is out of our control as they have their own internal processing systems. Please contact our Customer Service team and we will happily take a look into your account.

Posted 4 years ago

“The new website look and feel and the emails have taken them backwards. Previously you could see the trains affecting your travel in a better sequence, so easier to use, and the emails didn't require opening to see that no trains had been impacted that day. Now there is a meaningless image at the top of the email that clogs the email 'preview'. Now its more and more clicks to do what was once a simple process. THUMBS DOWN”

Helpful Report

Posted 4 years ago

“In line with previous complaints concerning GWR's "Delay Repay" compensation offer I suffered the same lack of response as others have noted in the "Guardian" and other media. Last Thursday, 11th July, I caught the 19:03 from Paddington to Plymouth. It actually didn't leave until 19:25 due to its late arrival in Paddington. Due to mechanical failure in another GWR train on the same line there were a number of other holdups such that we did not arrive in Plymouth until 11:25, some 65 minutes late. By this time there were no ongoing trains to Cornwall so GWR arranged for all passengers to be taxied to their destinations. I was taken to Saltash, where I arrived at 00:05 - one hour and fifteen minutes after I should have done (10:50). I have applied to GWR's "Delay Repay" but am told today that my claim is "unsuccessful" because there was "no delay" . I have asked GWR to check its own records or simply check with Plymouth station. You can't really hide a train being 65 minutes late - or indeed the work enjoyed by the taxi drivers who then took some passengers all the way to Penzance !”

Helpful Report

Posted 4 years ago

We are sorry to hear of the disruption you experienced on your journey. Appealing the rejection you received is the right thing to do if you do not agree with the outcome of your claim. If GWR still continue to decline your claim and you do not agree, you can always escalate your claim to The Rail Ombudsman who can provide free, expert advice. We hope your compensation you are owed is issue to you quickly.

Posted 4 years ago

“Constant declined because they keep sending wrong tickets in. Will be cancelling subscription”

Helpful Report

Posted 5 years ago

Thank you for your review. We have investigated this matter and from looking at your account, we can see that the information provided to the Operator matches the information you have entered on your account and that the correct image of your ticket has been provided on each occasion. As a result of this, we believe the Operator has incorrectly rejected some of your claims. We understand your frustration and we would advise you to contact the Operator directly to appeal their decision and receive the compensation you are rightly owed. We hope this matter is resolved quickly.

Posted 5 years ago

“I too had an initial 5 star rating for DRS, but having my train cancelled 5 times in a 2 week period in July, DRS did not notify any of them, so the true value was shown. Emailed the helpline and they had no record of cancellations but would look into it...........still waiting. There is no need to use DRS as www.recenttraintimes.co.uk provides ALL the identical information & more (cancellations, % time late etc) for FREE and it's almost LIVE. I cancelled my Paypal future payment & this automatically cancelled my DRS subscription immediately, but it still had a month to run. DRS did honour this & reinstated as they agreed that I had not actually cancelled the DRS subscription itself. DRS is a service that you can carry out for yourself for free.”

Helpful Report

Posted 5 years ago

“DRS has a massive backlog of claims, they are currently running nearly a month behind and only actioned one of my claims for the whole of May”

Helpful Report

Posted 5 years ago

“Use of a third party to make your claims is currently not allowed according to Southern Rail. To make matters worse Delay Repay sent a batch of paper claims of multiple customers bundled together with the same handwriting. This has since resulted in my account being suspended and ongoing suspected fraud investigation. Make sure your train service provider allows third-party services.”

Helpful Report

Posted 5 years ago

“Started with a station issue, as mine as an ampersand in it (elstree & borehamwood). The issue was reported and corrected the day after, but not without a bit of a push as I already started payment. Then i asked a Twitter question around contactless repay possibilities, wihtout any reponse. The amount of noise around emails amounts to around 3/5 emails a day for missing tickets, as I entered routes. One missing possibilitiy is the weekday notif only , compared to all notifs, as most train are late during weekends. Therefore, i will say that the marketing is well done, but the service behind it is not woth the money.”

Helpful Report

Posted 6 years ago

Hi Kevin, Sorry you experienced an issue, we understand the train station issue took a little longer than expected due to an internal resource issue at the time. We have not been able to find your query over twitter but contactless cards can be used providing your card is registered with the TFL so that a journey statement can be provided as evidence for the operators as this is what they require in the absence of a physical ticket. We like the idea of the week day only option and so will add it to the development requests for the team. Any problems, please let the customer service team know and they will be happy to help. Kind Regards, Lee

Posted 6 years ago

Delay Repay Genie is rated 4.6 based on 367 reviews