Part Refund following Disruption

[John R]

My son booked a split ticket single on Trainline for travel today from Wigan to Bristol Parkway. On arrival at Piccadilly (the split point) at around 9am there were no trains to Birmingham so after a while he abandoned his journey and made alternative arrangements (bought a single to Congleton, and then family members did a relay to get him home.)

On trying to refund the ticket Trainline refused, as it said the first ticket had been scanned at Wigan. Fair enough. However, despite the app actually showing that the second train was cancelled (covering the full journey of the second ticket), it didn't appear to allow any facility to refund.

He's a bit stuck as to what to do now, and so am I, as I suspect trying to refund it via XC direct will just result in "your retailer should process it". Does anyone know what the correct process should be?

 

[Starmill]

Was it a Wigan to Manchester ticket? Sounds like that's the case, so if it is, the case that one's used and whatever else is left isn't used and needs to be refunded? Or something more involved?

Submit a ticket

support.thetrainline.com

I believe this is the form to fill in if you can't get the app to do what you need.

 

[John R]

Was it a Wigan to Manchester ticket? Sounds like that's the case, so if it is, the case that one's used and whatever else is left isn't used and needs to be refunded? Or something more involved?

Submit a ticket

support.thetrainline.com

I believe this is the form to fill in if you can't get the app to do what you need.

The Wigan to Manchester (7.90) ticket was used. It was the Manchester to Bristol Parkway (c38.00) ticket that was completely unused.

Thanks for the link. I'll take a look now.

Well that's great - I put in the 12 digit transaction code, and it says it doesn't recognise it. The system doesn't make it easy to claim, does it.

(And please don't anyone say "Don't use Trainline" - I've told him that on numerous occasions!!!)

 

[Starmill]

The Wigan to Manchester (7.90) ticket was used. It was the Manchester to Bristol Parkway (c38.00) ticket that was completely unused.

Thanks for the link. I'll take a look now.

Fingers crossed it's a relatively straightforward thing for the human case handler to refund the latter and not the former then.

 

[andythebrave]

Forgive me if I'm mistaken but doesn't this count as an abandoned journey due to disruption and, therefore, the cost of all tickets should be refunded?

 

[John R]

The first ticket, from Wigan to Manchester was fully used, and he didn’t return to Wigan, so I don’t see why he would be entitled to a refund of that ticket.

 

[Starmill]

Forgive me if I'm mistaken but doesn't this count as an abandoned journey due to disruption and, therefore, the cost of all tickets should be refunded?

The OP would have been entitled to go back to Wigan at no further cost and then refund the whole lot, if they'd wanted to, yes.