Cancelled Journey LNER

[jumble]

A relation was due to travel on the 08.30 Kings Cross to Newcastle this morning and return on Tuesday both on advances
The 08.30 was cancelled and I think I am correct that LNER will refund the outbound as she has decided not to go as she had a first class seat booked and did not want to be involved in the inevitable scrum on later trains
Does anyone know what LNER policy IS on the return as far as refund /rebooking etc is bearing in mind that she now neither needs no wants as she will not be in Newcastle

 

[ainsworth74]

She should be able to get the ticket for travel today refunded (with no admin fee) by going back to the original retailer (not LNER unless they sold the ticket). I think the ticket for travel on Tuesday might be more of a struggle to get refunded as APs are single tickets not returns (even though they're often used as a return journey) so unless that train is disrupted I'm not sure she'll be able to claim anything in respect of that ticket (though if you don't ask you don't get!!).

However the ticket for today is unarguable. The train was cancelled, she chose not to travel therefore a full refund is due.

 

[gray1404]

I have successfully been able to get tickets refunded when I have used a combination of tickets to make up a return journey. This includes when I have had two advance singles to make up a round trip. My usual approach would be to send the tickets to Customer Relations of the train company I purchased the tickets from with a short cover note and keep it simple.

I would clearly state that I am enclosing the said tickets for refund, what my intended outward train was and what my intended return train was. I would then state that as the first train (state which one it was) was cancelled I decided not to travel and am therefore submitting my tickets for refund without an admin fee, as per the National Rail Conditions of Travel.

I have also added in that I would be happy to receive my refund in the form of Rail Travel Vouchers if that makes it easier for them, otherwise I would be happy to accept a cheque. On 2 occasions Customer Relations have simply sent out RTVs to the value of the tickets and I've received these very quickly.

On other occasions I've been told its been sent to passenger accounts and I've had to wait upto about a month for a cheque.

I have never had such a request refused except on one occasion when I was charged an admin fee. When that happened I phoned customer relations saying I think there might have been an oversight and could they please double check. In which case they put the matter right by confirming they had asked passenger accounts not to charge an admin fee. They said they would get another cheque sent to me and that is exactly what happened.

A lot of people still have common sense. I think provided it is clear you were intending on making a return journey people can be very reasonable.

 

[yorkie]

A relation was due to travel on the 08.30 Kings Cross to Newcastle this morning and return on Tuesday both on advances
The 08.30 was cancelled and I think I am correct that LNER will refund the outbound as she has decided not to go as she had a first class seat booked and did not want to be involved in the inevitable scrum on later trains
Does anyone know what LNER policy IS on the return as far as refund /rebooking etc is bearing in mind that she now neither needs no wants as she will not be in Newcastle

If it was bought in one transaction there should be no issue at all obtaining a refund from the retailer.

 

[bhb]

As Advances are only ever sold as singles (I think that is correct to say), it would be very unfair to refuse to refund the return leg in a case like this.

 

[Bletchleyite]

As Advances are only ever sold as singles (I think that is correct to say), it would be very unfair to refuse to refund the return leg in a case like this.

If bought in the same transaction I would be very, very surprised if they didn't.

Edit: surprised if they didn't refund it, I mean, not surprised if they didn't refuse.

 

[Haywain]

I’d be surprised if LNER made any fuss about refunding both tickets.

 

[robbeech]

I’d be surprised if LNER made any fuss about refunding both tickets.

Indeed LNER would almost certainly refund both without question if you explained. However this is only good if they are the retailer. If you used a third party retailer you may have somewhat mixed results.

 

[jumble]

Indeed LNER would almost certainly refund both without question if you explained. However this is only good if they are the retailer. If you used a third party retailer you may have somewhat mixed results.

Thanks to all for the positive answers
Tickets were fortunately purchased from LNER website ( thank goodness she did not use the Amex 3% rebate trainline offer she had as she prefers to buy from the horses mouth )

A nice man from LNER web support has made notes on the account and has sent it off for payment

Will update thread when i have more news

 

[jumble]

Today LNER emailed to confirm full refund has been approved
I am impressed at the speed of reply considering how busy they must have been.