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Season Ticket Refunds during hot weather/infrastructure issues
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Adam Williams
Established Member
The brief says:
OK - so what are the usual delay repay arrangements for this sort of situation - because as soon as I say I didn't travel (journey abandoned) the system tells me to claim a refund.
Adam Williams
Established Member
That, I do not know. It doesn't make a huge amount of sense to me if passengers aren't travelling.
It is, however, the advice on e.g. SWR's site:
Last edited:
Haywain
Veteran Member
- Joined
- 3 Feb 2013
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- 24,481
As the circumstances from Leagrave are slightly different and not simply weather affected, one might think that Thameslink would have specific arrangements in place but nothing of that nature seems to be reflected on their website. I would suggest contacting them on X and asking the question.
Can anyone advise what the rules / process is for a Flexi Season? I was planning to travel on Wednesday and Friday this week, but based on advice will not. Obviously that doesn't 'use' two of my flexi days, but I won't have the need to use them prior to the ticket expiring, so am likely to only use 6 of the 8, can I claim and if so through which process?
To add to the complexity (if it does) I didn't buy the ticket from the operator I would have traveled on...
To add to the complexity (if it does) I didn't buy the ticket from the operator I would have traveled on...
As with periods of Industrial Action, with Flexi Seasons you have to activate a day to be able to claim Delay Repay for that day due to being unable to travel.
If you request a partial refund the normal rules apply, namely it has to be applied for whilst the Flexi Season is still valid, the value of a peak return will be deducted for each day of use and an admin fee of up to £10 will be deducted from the amount due. Such a request needs to go to the original retailer.
If you request a partial refund the normal rules apply, namely it has to be applied for whilst the Flexi Season is still valid, the value of a peak return will be deducted for each day of use and an admin fee of up to £10 will be deducted from the amount due. Such a request needs to go to the original retailer.
Wallsendmag
Established Member
The instructions say pro rata refund so yes and no I'm not sure about activating them. Check with your retailer
For clarity:
If you want a partial refund of the remainder of the Flexi Season from the retailer, don't activate them. The refund would be calculated in the normal way. So if, for example, the original Flexi Season cost £140 and you'd used five days you'd get £52.50 back (less an admin fee of up to £10) but would then have to buy a new ticket to travel on another day.
If you want to submit a Delay Repay claim to the Train Operator, without refunding the rest of the Flexi Season, you need to have activated the relevant days. Using the same price of £140, if you didn't travel for two days you'd get £35.00 back but could still use the remaining days within the overall validity period of the ticket.
Which works out the better option will depend on how many days you've not used and how long there is left on the Flexi Season. If you're nearing the end of the 28 days, a partial refund will probably work out more beneficial despite the admin fee.
If you want a partial refund of the remainder of the Flexi Season from the retailer, don't activate them. The refund would be calculated in the normal way. So if, for example, the original Flexi Season cost £140 and you'd used five days you'd get £52.50 back (less an admin fee of up to £10) but would then have to buy a new ticket to travel on another day.
If you want to submit a Delay Repay claim to the Train Operator, without refunding the rest of the Flexi Season, you need to have activated the relevant days. Using the same price of £140, if you didn't travel for two days you'd get £35.00 back but could still use the remaining days within the overall validity period of the ticket.
Which works out the better option will depend on how many days you've not used and how long there is left on the Flexi Season. If you're nearing the end of the 28 days, a partial refund will probably work out more beneficial despite the admin fee.
I don't use X anymore - but have contacted them via the website - will see what comes back.
Surely there shouldn't be an admin fee if the reason you didn't travel was because they were advising people not to travel?
The guidance is the same as for periods of industrial action:
If you don't travel due to the disruption, but continue using your season ticket afterwards, you can claim 100% Delay Repay for the affected day(s.) To do that with a Flexi Season, you must have activated a day of travel on the affected day(s.)
If you stop using your season ticket entirely and request a refund, the normal refund rules under NRCoT Condition 40 apply.
Fee-free refunds under Condition 30 only apply to tickets that aren't Season Tickets, Rover tickets or similar multi-day tickets.
That's the bit that's not intuitive.
Normally we're told you can't claim Delay Repay if you don't travel.
Ok.
Seems designed to confuse.
Has anyone actually managed to put a claim for this through the GWR site (has to be GWR as that's who I bought the ticket from)? Spent an hour yesterday trying to work out how to get past the "which train did you travel on" - which I can't answer because the whole point is that I didn't travel, and to lie just to get further would be tantamount to fraud (not to mention shooting myself in the foot if it turned out that was the one non-delayed train. Gave up and asked the chatbot what alternatives there were and was told "Take your Freedom Travelpass to a GWR managed station while the pass is still valid or within 28 days of expiry. Wxplain that you did not travel on the official do not travel days and are seeking a refund / adjustment for those dates. The ticket office can complete the necessary refund / compensation request on your behalf using their internal systems". Made a special trip into a GW managed station as I would normally not have time, only to be told "no, they took that facility away from us years ago". Whoever is responsible for communications on the GWR website has a lot of explaining to do - but of course never will.
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Especially as it doesn't provide a step by step guide as to how to circumvent a system that is effectively requiring you to lie at the initial stage.
Dhansak
Member
How did you do that? Curious, as the trains were running. I had a weekly ticket, but did not travel on the Friday, following Southern's advice. How do you go about putting a claim in for that, given the algorithms will probably kick it out due to no cancellation.
I just picked the morning train I normally travel on, put in that it was cancelled (given that I'm in Leagrave - there were no trains whatsoever in the week after the incident near Bedford), and claimed a 2hr+ delay. I only claimed for the two days I was planning to travel that week.
Dhansak
Member
Thank you.