Advance split bought from this site, but train cancelled, options...?

[TheConfusedMan]

Can anyone tell me what my daughters options are?
She used this site to book Southampton Central to Sheffield.
Original route was Southampton > Birmingham > Derby > Sheffield
Tickets were split Southampton > Coventry, Coventry > Derby, Derby > Sheffield (splits were all no-change splits)
BUT... the 9:15 initial Southampton > Manchester (to get to Birmingham) has been cancelled.
SO where does she stand? Can she take ANY valid route up now? There's no way to make the Birmingham connection change anymore etc.

At Southampton she has been advised to just wait for the 10:15 (the next scheduled version of the initial train)... can she then use ANY route, even a direct Birmingham to Sheffield, or does she HAVE to reproduce a match for the original route?

 

[jfollows]

CrossCountry JourneyCheck - Train times and live real time delay/cancellation/disruption information.

CrossCountry JourneyCheck provides real time, up-to-date train times and train disruption information keeping you informed about any delays or cancellations on the network and helping you know what to do when your journey is affected. Train Cancellations, Delays, Alterations and Engineering...

www.journeycheck.com

08:45 Bournemouth to Manchester Piccadilly due 13:29 will be cancelled.
This is due to a shortage of train drivers.
Further Information
Your ticket can be used at no extra cost, and without needing to amend your ticket, on the following services:
-The two CrossCountry services operating before and the two CrossCountry services after this service
Unfortunately, any seat reservations will not be carried over, but Coach B, H and L are our unreserved coaches on CrossCountry services (where available) so please head to them. You can view the formation of our trains via www.realtimetrains.co.uk

Your daughter can use earlier or later Cross Country trains as above, making connections as appropriate.

Subsequently, she can claim Delay Repay based on the actual arrival time into Sheffield versus the original booked time, assuming later trains used of course.

 

[TheConfusedMan]

^^ Thanks, and that matches with the guards suggestion, but what about the validity of the next portions of the journey?

 

[jfollows]

^^ Thanks, and that matches with the guards suggestion, but what about the validity of the next portions of the journey?

Valid.

 

[TheConfusedMan]

Thanks, and just to make it clear to her... is that "Original route / operators ONLY is still valid, so you have to watch and take note of train operators etc. " or "Original route ONLY is still valid, but you can use any trains on that route", or "All bets are off, any way you can get from Birmingham to Sheffield is now valid"

 

[jfollows]

I said Cross Country trains in my original answer. Using other operators’ trains not automatically allowed, no. Sorry if I wasn’t clear. Use of other operators’ services is only possible by exception, not by right.

 

[TheConfusedMan]

Thanks, and sorry, I missed the pluralisation of "train" in your original answer I thought initially you were just talking about the initial train.

== Doublepost prevention - post automatically merged: 27 Dec 2025 ==

As it happens, the Birmingham to (Derby) train she has a ticket for (for the next leg) has also been cancelled. She has all the options mapped out now, so all sorted. Cheers

 

[jfollows]

Glad to help.
Delay Repay can be claimed from Cross Country in due course, it may mean a full refund (delay 60 minutes or more, which seems likely).

Delay repay | CrossCountry Trains

Book quickly and easily. Buy cheap train tickets, find live train times, explore Railcards, and more today with CrossCountry.

www.crosscountrytrains.co.uk

 

[alistairlees]

Glad to help.
Delay Repay can be claimed from Cross Country in due course, it may mean a full refund (delay 60 minutes or more, which seems likely).

Delay repay | CrossCountry Trains

Book quickly and easily. Buy cheap train tickets, find live train times, explore Railcards, and more today with CrossCountry.

www.crosscountrytrains.co.uk

It won’t mean any refund. She should apply for delay repay compensation, and not refund. The latter would likely lead to problems.

 

[jfollows]

It won’t mean any refund. She should apply for delay repay compensation, and not refund. The latter would likely lead to problems.

Yes, whatever. Don’t use the word “refund” I agree. Sorry for using it. She’ll get 100% of her money back. In a parallel universe that’s called a “refund” but not for our railways, I agree.

 

[yorkie]

Yes, whatever. Don’t use the word “refund” I agree. Sorry for using it. She’ll get 100% of her money back. In a parallel universe that’s called a “refund” but not for our railways, I agree.

Colloquially, yes, but there are some important differences. It's been discussed before, but for the benefit of anyone who isn't already aware, the most important difference in this case is that compensation needs to be claimed from CrossCountry.

Alternatively, if the journey was not made (or abandoned and returned immediately to origin), a refund would be from Trainsplit (as the retailer in this case).

 

[jfollows]

I’m guessing that the original poster’s daughter arrived at 14:39 versus the booked 13:18, so a claim for compensation under Delay Repay should result in the full fare paid.

 

[alistairlees]

Yes, whatever. Don’t use the word “refund” I agree. Sorry for using it. She’ll get 100% of her money back. In a parallel universe that’s called a “refund” but not for our railways, I agree.

I wasn’t having a go at you, I’m just making sure that the original poster doesn’t make an unnecessary mistake.

 

[jfollows]

I wasn’t having a go at you, I’m just making sure that the original poster doesn’t make an unnecessary mistake.

No problem, I agree with you, it’s best to be precise.

 

[Starmill]

The vast majority of the general public wouldn't understand the difference between making a claim for compensation or a request for a refund unfortunately. The industry hasn't managed to communicate it well. I've even seen people claim and be paid compensation for a delay when what they actually wanted was a refund, not understanding the difference. They were left out of pocket in that case as they hadn't used the ticket but couldn't claim a refund after they'd received the compensation. I agree with the above it's better to be precise in what you mean, and I sympathise with people who have to deal with it day in day out from customers, because it's a total losing battle.

 

[styles]

The vast majority of the general public wouldn't understand the difference between making a claim for compensation or a request for a refund unfortunately. The industry hasn't managed to communicate it well. I've even seen people claim and be paid compensation for a delay when what they actually wanted was a refund, not understanding the difference. They were left out of pocket in that case as they hadn't used the ticket but couldn't claim a refund after they'd received the compensation. I agree with the above it's better to be precise in what you mean, and I sympathise with people who have to deal with it day in day out from customers, because it's a total losing battle.

It's probably for another thread so I won't labour the point, but suffice to say it's infuriatingly common for threads to appear on this forum or conversations.with people in real life who say they filed for a refund for a delayed train, then the operator actually treats it as a refund request and either refuses compensation outright or short changes the passenger on what they're entitled to. The system needs sorting out, though I wouldn't hold my breath.

 

[yorkie]

It's probably for another thread so I won't labour the point, but suffice to say it's infuriatingly common for threads to appear on this forum or conversations.with people in real life who say they filed for a refund for a delayed train, then the operator actually treats it as a refund request and either refuses company our or shirt changes the passenger on what they're entitled to. The system needs sorting out, though I wouldn't hold my breath.

See:

Delay Repay should be provided by retailers

The current system, whereby a refund request goes to the retailer but a delay repay request goes to the TOC who is deemed to have caused the delay, is not fit for purpose. Passengers get confused and not only that but TOCs themselves have been known, on numerous occasions, to erroneously palm...

www.railforums.co.uk

(as always for an old thread, if anyone has anything to add to it, report the first or last post, with a summary or draft of what you want to post, and we'll consider reopening it)