Who refunds on 3rd party sites

[trimmtrab]

I bought tickets for a XC journey through TicketSplit. The train was cancelled and the journey abandoned. I got in touch with XC and they say that the responsbility lies with the site I purchased the tickets from. Reading Ticketsplit T&Cs, they state they are not liable and it is the train operator's fault.
This is conflicting info. Anyone any advice about what I should do?

 

[ForTheLoveOf]

I bought tickets for a XC journey through TicketSplit. The train was cancelled and the journey abandoned. I got in touch with XC and they say that the responsbility lies with the site I purchased the tickets from. Reading Ticketsplit T&Cs, they state they are not liable and it is the train operator's fault.
This is conflicting info. Anyone any advice about what I should do?

When you want your money back for a ticket you have not used, this is considered a refund by the rail industry. The person who you must contact to get a refund is the retailer that sold you your ticket, whether that be the company that operates the ticket office or ticket machine you used, or an online booking site.

As your booked train was cancelled and you didn't travel, you are entitled to a fee-free refund of your ticket, even though it is an Advance (and an Advance doesn't let you have a refund if you just change your mind).

You would need to contact the train company if you were looking for compensation due to a delay or similar - but this would only be if you had actually travelled.

In many cases people will buy their ticket from the same company as they travel with (some people even think they have to do this) - and then this distinction doesn't matter as it's the same company either way. But TicketSplit are incorrect if they are advising you to contact the train company for a refund, as, in a circumstance like this, they are the ones that you need to contact.

I would send your ticket(s) back by regular first or second class post (unless they offer a freepost address). Make sure to obtain proof of postage for this at a Post Office: that way if TicketSplit say they haven't got your tickets, you can claim back the cost of the tickets (up to a limit of £20) from Royal Mail, in the assumption they have lost them.

 

[alistairlees]

I bought tickets for a XC journey through TicketSplit. The train was cancelled and the journey abandoned. I got in touch with XC and they say that the responsbility lies with the site I purchased the tickets from. Reading Ticketsplit T&Cs, they state they are not liable and it is the train operator's fault.
This is conflicting info. Anyone any advice about what I should do?

You should contact the retailer. It is their responsibility to provide a refund. Unless you are seeking compensation under Delay Repay, in which case it is the responsibility of the operator the caused the delay.

 

[trimmtrab]

Thank you both. This is very helpful. I do appreciate. Most of the time I buy from the company I trvel with but on this occasion the savings were so good that it was daft not to go with the cheaper price. Ah well, you live and learn!

 

[Hadders]

The customer service at Trainsplit is generally excellent so you should not have a problem.

 

[_toommm_]

I bought tickets for a XC journey through TicketSplit. The train was cancelled and the journey abandoned. I got in touch with XC and they say that the responsbility lies with the site I purchased the tickets from. Reading Ticketsplit T&Cs, they state they are not liable and it is the train operator's fault.
This is conflicting info. Anyone any advice about what I should do?

In regards to them saying theyre not responsible, that will be in regards to delay repay when you do still travel. As others have said, the customer service on TrainSplit is often excellent. Contact them and once they've seen it's cancelled I'd be hard pressed to be forseeing you having any problems.

 

[MikeWh]

I bought tickets for a XC journey through TicketSplit.

The customer service at Trainsplit is generally excellent so you should not have a problem.

... the customer service on TrainSplit is often excellent. Contact them and once they've seen it's cancelled I'd be hard pressed to be forseeing you having any problems.

Is there a difference between Trainsplit and Ticketsplit?

 

[_toommm_]

Is there a difference between Trainsplit and Ticketsplit?

I can't even find a site calling itself TicketSplit to that exact wording

 

[yorkie]

I bought tickets for a XC journey through TicketSplit. The train was cancelled and the journey abandoned. I got in touch with XC and they say that the responsbility lies with the site I purchased the tickets from. Reading Ticketsplit T&Cs, they state they are not liable and it is the train operator's fault.
This is conflicting info. Anyone any advice about what I should do?

XC are correct if you did not make the journey.

Trainsplit's T&Cs state:

If the train the customer purchased a ticket for is cancelled or delayed and as a result, customers decide not to travel, a refund will be offered on completely unused tickets and they will not be charged an administration fee.

The refund form is here: https://raileasy-refunds.fastrailticketing.com/

 

[trimmtrab]

Thanks everyone

 

[yorkie]

No problem. Note that if you did make the journey on other operators and merely 'abandoned' XC, then that would actually be a Delay Repay claim.

 

[SickyNicky]

If you purchased your tickets from "TrainSplit" we always provide a full refund in these circumstances. Let me know if you're having trouble.

 

[gray1404]

No problem. Note that if you did make the journey on other operators and merely 'abandoned' XC, then that would actually be a Delay Repay claim.

If a customer abandoned their journey having started it they are not entitled to a fee free refund? It has to be delay repay?

Now if a customer is delayed having commenced their journey they are, if they wish, allowed to return to their point of origin right and entitled to a fee free refund?

 

[_toommm_]

If a customer abandoned their journey having started it they are not entitled to a fee free refund? It has to be delay repay?

Now if a customer is delayed having commenced their journey they are, if they wish, allowed to return to their point of origin right and entitled to a fee free refund?

Yes they're entitled to a fee free refund as it's still abandoning your journey, just a bit further down the line.

 

[trimmtrab]

I don't think rail companies make abandoned or delayed clear. You can abandon your journey if the train has been delayed as you can't be bothered waiting for it to turn up and maybe get a friend to run you or hire a car! In this case XC abandonded the journey as there was no driver.

If your train had been cancelled then surely your journey is abandoned as it is impossible to continue however you can go on the next service, yet the rail companies class this as delayed. You all appear quite expert in this for me as a novice it's a bit confusing.

 

[_toommm_]

I don't think rail companies make abandoned or delayed clear. You can abandon your journey if the train has been delayed as you can't be bothered waiting for it to turn up and maybe get a friend to run you or hire a car! In this case XC abandonded the journey as there was no driver.

If your train had been cancelled then surely your journey is abandoned as it is impossible to continue however you can go on the next service, yet the rail companies class this as delayed. You all appear quite expert in this for me as a novice it's a bit confusing.

Abandoning is just that: either you physically can't do the journey on your ticket(s), or the delays are that extenuating that there's no point.

If you reach your destination by rail , or something organised by rail companies e.g. bus/taxi, that's when you claim delay repay.

Of course there are more nuances than that, as there are with most things rail related, but that's the length and breadth of it really.

 

[yorkie]

I don't think rail companies make abandoned or delayed clear. You can abandon your journey if the train has been delayed as you can't be bothered waiting for it to turn up and maybe get a friend to run you or hire a car! In this case XC abandonded the journey as there was no driver.

If your train had been cancelled then surely your journey is abandoned as it is impossible to continue however you can go on the next service, yet the rail companies class this as delayed.

If you chose not to make the journey, that would be an abandoned journey.

Note that if this occurs on the return leg, any use you made on the outward leg of any return tickets will be taken into account, so this may not give you as much as a 1 hour delay under a Delay Repay scheme.

As you choose to make the journey on the next available service, this is a delay to your journey.

You all appear quite expert in this for me as a novice it's a bit confusing.

No worries; you misunderstood what the word "abandoned" meant and XC therefore rejected the claim due to this misunderstanding.

To keep things simple, for any journey you make that is delayed, do not use that word as it causes confusion. I suggest using the online forms, and state the overall delay into your destination. If in doubt, ask on this forum, as we do have experts here.

 

[trimmtrab]

TY for the advice. I have gone back to them and given them full details of my itinerary for the day.

 

[Paul Kelly]

If your train had been cancelled then surely your journey is abandoned as it is impossible to continue however you can go on the next service, yet the rail companies class this as delayed.

I see, I think: it's possible to abandon your original itinerary, yet still complete your journey, albeit with a delay. It's an interesting nuance that I have to admit I hadn't thought about.

I agree if the TOCs were clearer about the difference between refunds for abandoned journeys and compensation for completed, but delayed, journeys then this sort of confusion would be much less likely to arise.