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Requested Information:

I was on the delayed kapiti line train this morning and noticed through the app that the trip was marked as completed before we had arrived at the platform.
How are trip completions captured? We sat in the rail yard for a number of minutes after the app had marked the trip as complete.
How do you define a trip was within service is it within 5 min? Seems curious that at 5min delay you marked our trip as complete even though we were sitting in the rail years waiting for trains to clear so we could come to the platform.
We arrived at 8:55 or 8:56 8 or 9min late not 5 minutes. Keen to u understand how this works it seems like you are cooking the books on your service levels.
I have added a screenshot of the route as I had the app open and noticed it said the route was complete and we had just come to a stop waiting out in the rail yard. You will see a screen shot of the trip saying complete I’m not sure when this actually updated but you can see it’s before 8:53 as displayed by my phone and we were sitting in the rail yard. Keen to understand what triggers the complete as we weren’t completed.