Refund on specific tickets within a journey - TrainSplit

[MagisterLudi]

Afternoon, I recently purchased tickets for a journey from Hull - Ipswich and Ipswich to Hull on the weekend of 3-5 December. Greater Anglia subsequently announced engineering works so Train Split contacted me with the opportunity to refund the tickets if required.

Following a request by me to refund the return journey, all tickets for inbound and outbound leg have been cancelled. Is this standard procedure or would it have been feasible for one part of the leg (Ipswich to Doncaster, advance single) to be cancelled as requested and I find an alternative route to avoid rail replacement buses?

Find it bizarre and potentially costly that I now have to replace all the tickets when it was just the return leg I wanted cancelling.

Any advice/insight appreciated. For reference the tickets are attached:

 

[js517]

How did you request the refund?

 

[MagisterLudi]

How did you request the refund?

By email.

 

[js517]

By email.

It sounds like your request may have been misunderstood then. It should have been possible to cancel only the inbound portion.

 

[MagisterLudi]

The response stated that I only booked flexible tickets so all had to be refunded or none. Is there a rep for the company on-site who could investigate since CS haven't replied?

 

[js517]

The Raileasy user on here is an official rep (sorry I don't know how to link).

Are you sure that it is going to cost you more to rebook?

As far as I understand you would need to have had the inbound advance refunded. You would also have needed the Anytime Short Return refunded and replaced with an appropriate single, unless you had still planned to use it in full. (I don't think you would be eligible for a 50% refund of the return but others can correct me if I'm wrong).

 

[ainsworth74]

The Raileasy user on here is an official rep (sorry I don't know how to link).

Just need to use the '@' symbol and start typing their username and then select it when it appears. Such as @Raileasy

 

[Wallsendmag]

If you have chosen an Off Peak return they can't refund half of it , it's all or nothing.

 

[Watershed]

If you have chosen an Off Peak return they can't refund half of it , it's all or nothing.

That's not correct, all walk-up tickets can be partially refunded. Though in this case it would make little (or no) sense given that it's the outward portion that's not been used.

 

[Haywain]

That's not correct, all walk-up tickets can be partially refunded.

In certain circumstances they can but not in advance of travel and leaving half the ticket available for use.

 

[MagisterLudi]

Forgive my ignorance in these matters but is the advance single, Ipswich to Doncaster, not a separate entity from the return ticket? Given the engineering works were announced after booking, shouldn't it be a fee free refund of the advance and rebook on another route, or is this another great example of the railway having its cake and eating it?

== Doublepost prevention - post automatically merged: 30 Oct 2021 ==

The Raileasy user on here is an official rep (sorry I don't know how to link).

Are you sure that it is going to cost you more to rebook?

As far as I understand you would need to have had the inbound advance refunded. You would also have needed the Anytime Short Return refunded and replaced with an appropriate single, unless you had still planned to use it in full. (I don't think you would be eligible for a 50% refund of the return but others can correct me if I'm wrong).

I plan to use the anytime short return in full. I just intend to find an alternative route to avoid rail replacement buses between Ipswich and Doncaster (likely travelling via London).

 

[Wallsendmag]

Given that you had an open return for part of your journey I can understand what’s happened , short of going via the MML there’s no way of avoiding the joint line diversions. So they’ve cancelled the whole booking rather than leave you with part of it

 

[MagisterLudi]

Given that you had an open return for part of your journey I can understand what’s happened , short of going via the MML there’s no way of avoiding the joint line diversions. So they’ve cancelled the whole booking rather than leave you with part of it

Even though that wasn't the instruction I conveyed via email?

== Doublepost prevention - post automatically merged: 31 Oct 2021 ==

Just to update, Trainsplot / RailEasy have agreed to refund the difference in the price of the tickets when I repurchased.

 

[Raileasy]

Hi All, just to confirm we have agreed to refund the difference in the price.