No full refund for split ticket on abandoned journey

[Bradford1]

Hi, I had with I split ticket from Leeds to Stevenage on LNER. We departed ontime, but at Doncaster, the driver said we could be delayed by two hours as someone had been hit by a train and the line was closed. I turned back and went home.

The retailer (Uber trains Omio) who I bought the tickets from said we cannot refund your the Leeds-Doncaster part of my split ticket as I didn't have any disruption on this part of your journey.

They said the disruption was between Doncaster and Stevenage (and I've been refunded for this part).

I'm surprised that they have refused to refund for the full journey, I was just wondering, is the Retailer correct here.

 

[yorkie]

Did you return to your origin (Leeds) as soon as possible?

Or did you use the tickets for a trip to Doncaster instead?

If the former, then my advice would be to tell the retailer they need to refund the full amount, and in future you may want to try using a different retailer, e.g. forum's ticketing site.

 

[Bradford1]

Journey abandoned at Doncaster I got the next train back home to Leeds.

Uber trains (Omio) have emailed me:

Because these specific ticket segments were used for a journey portion that was completed as scheduled, the railway operator's official policy unfortunately does not permit compensation for them.

I was quite surprised at this. I didn't think split ticketing works like this.

 

[yorkie]

It's clearly absolute nonsense made up by someone who has no knowledge on the subject, and very little intelligence.

However, my understanding is that they employ people on lower wages than the market rate, who do not understand the rules. This is how they are able to offer vouchers, discounts cashback etc to entice people to use them.

If you want good customer service, I would advise against using Uber (or Trainpal!), however people will continue to use them due to the various discounts they offer.

 

[redreni]

Journey abandoned at Doncaster I got the next train back home to Leeds.

Uber trains (Omio) have emailed me:

Because these specific ticket segments were used for a journey portion that was completed as scheduled, the railway operator's official policy unfortunately does not permit compensation for them.

I was quite surprised at this. I didn't think split ticketing works like this.

Refer them to Condition 30.1 National Rail Conditions of Travel. Point out that you began your journey but were unable to complete it due to a delay to, or cancellation of, your service and you returned to your point of origin. You are therefore contractually entitled to a fee-free refund on all the tickets (not just the unscanned ones) you bought in connection with your abortive journey from Leeds to Stevenage.

You weren't going to Doncaster.

 

[Puffing Devil]

I had a terrible run-in with Uber/Omio trying to get a refund for a cancelled journey. They continued to refer to non-existent terms and conditions and to claim that a refund was only due for part of the journey. In the end, it took a formal complaint and a threat to refer to the ORR to get them to cough up.

Good luck with the fight.

 

[thejuggler]

Another third party retailer to avoid.

 

[Bradford1]

I had a terrible run-in with Uber/Omio trying to get a refund for a cancelled journey. They continued to refer to non-existent terms and conditions and to claim that a refund was only due for part of the journey. In the end, it took a formal complaint and a threat to refer to the ORR to get them to cough up.

Good luck with the fight.

Hi, I'm trying to do this threat, but I've just realised the ORR says to use the Rail Ombudsman. Uber/Omio, isn't a member of the Rail Ombudsman. Is there anyone who oversees these third-party ticket companies?

 

[gray1404]

You might want to cut out a lot of unnecessary bureaucracy here and just go straight to doing a chargeback on the card you use to purchase the ticket via your bank.

 

[Puffing Devil]

Hi, I'm trying to do this threat, but I've just realised the ORR says to use the Rail Ombudsman. Uber/Omio, isn't a member of the Rail Ombudsman. Is there anyone who oversees these third-party ticket companies?

This is what I sent them that seemed to finally get them to take action. I didn't know they were not part of the ORR. Had that failed, I may well have strated the chargeback or gone down the small claims route.

​

I am disappointed that you have twice ignored my request to see the published terms and conditions that you continue to refer to regarding this refund.​

​

I now wish to raise a formal complaint about the handling of this refund request.​

​

My complaint is this: "In handling this refund request you have failed to abide by the National Regulations and Conditions of Travel which provide the contract between us when purchasing rail tickets. You have failed to show any other contractual documentation to the contrary and have persisted in offering an incorrect refund amount."​

​

Please provide details of how this formal complaint will be handled by your organisation.​

​

The formal complaint is the final step before I refer the matter to the ORR. If you prefer, and feel we are at deadlock, please provide a deadlock letter and I will take the matter directly to the ORR.​

You might want to cut out a lot of unnecessary bureaucracy here and just go straight to doing a chargeback on the card you use to purchase the ticket via your bank.

Agreed.

 

[Haywain]

the National Regulations and Conditions of Travel

Or, perhaps, the National Rail Conditions of Travel.

 

[Puffing Devil]

Or, perhaps, the National Rail Conditions of Travel.

Find out about the regulations that govern your rights and responsibilities as a passenger, including what level of service you can expect from National Rail and the train companies

Both

 

[Deerfold]

Find out about the regulations that govern your rights and responsibilities as a passenger, including what level of service you can expect from National Rail and the train companies

Both

Well, that page makes it clear that the regulations that apply are the National Rail Conditions of Travel.

 

[gray1404]

Just to add, you are not actually going straight for a chargeback. You have tried to resolve the matter via customer service first. A chargeback at this point is justifiable.

 

[Puffing Devil]

Well, that page makes it clear that the regulations that apply are the National Rail Conditions of Travel.

Perhaps you'd like to draft my next complaint for me

 

[alistairlees]

Journey abandoned at Doncaster I got the next train back home to Leeds.

Uber trains (Omio) have emailed me:

Because these specific ticket segments were used for a journey portion that was completed as scheduled, the railway operator's official policy unfortunately does not permit compensation for them.

I was quite surprised at this. I didn't think split ticketing works like this.

I've raised this issue. If you DM me I'll pass it in for (I hope) a successful resolution.

 

[gray1404]

I've raised this issue. If you DM me I'll pass it in for (I hope) a successful resolution.

Do you have a a contact at Uber/Omio so things can be resolved?

 

[alistairlees]

Do you have a a contact at Uber/Omio so things can be resolved?

You guessed it