Cancelled Journey due to Disruption - RUK Tickets refund options

[Yew]

Hi Folks,

Due to some disruption that would have caused me to miss a connection, I decided not to travel on some tickets I bought through the forums ticket platform, and my understanding is that I should be eligible for a refund.

Fortunately, the website has a "Refunds" option for this, however when I look at it, I don't think my case fits into the available options:

Before you continue​

If you're refunding an advance ticket, you'll need to know some details about the replacement booking you've made. You'll need the email address the purchase was made under as well as the booking reference.


To claim a refund on Advance tickets you must re-book before the original travel date/time for the same journey (the origin, destination and passengers must remain the same).




You can't use this service and you'll need to manually request a refund if:

• You want to refund uncollected tickets where the replacement ticket has been purchased at a station or from a different company—you must provide evidence of your re-purchase before we can process your refund.
• You were unable to travel due to medical reasons, a copy of any reasonable evidence, such as a letter from your doctor or hospital must be provided before we can refund any Advance tickets less the applicable fees.
• You are seeking a refund or compensation in line with accessibility issues that you faced on your journey, as a customer with assisted travel needs.

Am I right in my understanding that choosing not to travel due to disruption means I've eligible for a refund, and do you have any advice on how to proceed.



Many Thanks,
Yew

 

[Benjwri]

You are correct you are entitled to a fee free refund if your train was cancelled or delayed. If you continue through the form there will be an option to click that this is why you are requesting a refund.

 

[Yew]

You are correct you are entitled to a fee free refund if your train was cancelled or delayed. If you continue through the form there will be an option to click that this is why you are requesting a refund.

I'm afraid that in the options I'm presented with, I can't see anything that obviously applies.

• You want to refund uncollected tickets where the replacement ticket has been purchased at a station or from a different company—you must provide evidence of your re-purchase before we can process your refund.
• You were unable to travel due to medical reasons, a copy of any reasonable evidence, such as a letter from your doctor or hospital must be provided before we can refund any Advance tickets less the applicable fees.
• You are seeking a refund or compensation in line with accessibility issues that you faced on your journey, as a customer with assisted travel needs.

I suppose "my connection being cancelled" is technically an accessibility issue, as nobody could access it?

 

[Bletchleyite]

Those are the reasons not to use the automated refund service. Your reason for wanting a refund is not one of those, ergo you can use it. It asks you, when you go to the next step, if your journey was disrupted or not, as @Benjwri says.