I applied for a refund of the first journey from Woolwich EL to Chesham and I was surprised to have it declined!
I just checked my itinerary for that trip and it’s as follows
Entry 0930 Woolwich EL
Exit 1051 Paddington EL
Entry 1102 Paddington Underground
Exit 1218 Chesham
Fare was £4.80 for this journey
I can’t see what the reasoning is behind it being declined. The delay was way over 30 minutes, was due to a broken down train at Paddington and I tapped in and out correctly…
Doesn’t seem to be any way of appealing the decision on the email either 🙁