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Forgot to use railcard when buying ticket online

Essexman

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A couple of weeks ago I purchased First Class Advance tickets from Kings Cross to Leeds and back from LNER, for 16th / 17th August but I've now realised that I forgot to apply my senior railcard for discount.
Is there any way I can get a refund for the discount from LNER or do I just have to write it off to my stupidity?
 
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Watershed

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It's a question of contacting them and asking them if they'd be willing to apply it as a gesture of goodwill. If they say no, then unfortunately you are pretty much out of luck.

Whilst you can change Advance tickets and some retailers let you change the Railcard discounts which apply when you're doing so, you don't get a refund if the new ticket is cheaper. So this would only help if LNER let you change the Railcard when amending an Advance (I'm not sure whether they do) and if there's a different, more expensive date/time you might want to change your tickets to.
 

Essexman

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I wish LNER would let us buy proper flexible tickets which can be refunded in advance of travel as used to be the case. I'd be willing to pay more for this (as I do most of the time on GWR) but the option doesn't seem to be available any more.
 

Mcr Warrior

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I wish LNER would let us buy proper flexible tickets which can be refunded in advance of travel as used to be the case. I'd be willing to pay more for this (as I do most of the time on GWR) but the option doesn't seem to be available any more.
First Class Off Peak singles are still available, but at £149.50 each way are eye-wateringly expensive, even with the railcard discount applied. First Class Anytime singles are even pricier than that!
 

Haywain

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if LNER let you change the Railcard when amending an Advance (I'm not sure whether they do)
I'm pretty sure they do, as it is the same buy new and refund process that other retailers use.
I wish LNER would let us buy proper flexible tickets which can be refunded in advance of travel as used to be the case.
They do.
 

yorkie

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A couple of weeks ago I purchased First Class Advance tickets from Kings Cross to Leeds and back from LNER, for 16th / 17th August but I've now realised that I forgot to apply my senior railcard for discount.
Is there any way I can get a refund for the discount from LNER or do I just have to write it off to my stupidity?
If it was bought through the forum site, we would do our best to help, but as it was from LNER it's entirely at their discretion.

Please do let us know how you get on.

== Doublepost prevention - post automatically merged: ==

I'm pretty sure they do, as it is the same buy new and refund process that other retailers use.

They do.
For now, yes, but if LNER/DfT get their way, then Leeds to London will go the way of Newcastle/Edinburgh to London, and only wealthy people or those on expenses will be able to afford that.
 
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Essexman

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If it was bought through the forum site, we would do our best to help, but as it was from LNER it's entirely at their discretion.

Please do let us know how you get on.

== Doublepost prevention - post automatically merged: ==


For now, yes, but if LNER/DfT get their way, then Leeds to London will go the way of Newcastle/Edinburgh to London, and only wealthy people or those on expenses will be able to afford that.

Thanks. I will try to use the forum ticket site more often.
I've tended to use the TOC with whom I'm travelling as that seem to make claiming delay repay easier.
Also I prefer to have a paper ticket.
 

81A

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Also I prefer to have a paper ticket.
Trainsplit/the forum site let you choose paper tickets (you get a code to type into a ticket machine-or give to ticket office staff if no machine available).

It is a bit hidden though, I think you have to click "other options" which is in small type on the page that says you'll get E-tickets to reveal the "collect paper tickets" option.
 

yorkie

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Thanks. I will try to use the forum ticket site more often.
I've tended to use the TOC with whom I'm travelling as that seem to make claiming delay repay easier.
It doesn't usually make a difference; the exception is where your entire journey is exclusively with that TOC (and, potentially also there are no connections), then sometimes there may be an auto delay repay option.
Also I prefer to have a paper ticket.
The forum's site does allow that option.

It's not the default, partly because e-tickets are more popular, and also the fees TOCs charge for collection are much higher than the fees for generating an e-ticket, and also any TOD collection/printing/dispensing issue can add burden to the retailer, even though any such issues are the responsibility of the TOC.
 

Essexman

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LNER have replied and said they can't add the railcard discount retrospectively. Their advice that should this happen again I should buy a new ticket with the railcard and they would refund the original, seems surprising given that my ticket was an Advance, as are most of those on LNER trains.

'However, we’ve now looked into your question and railcard discounts cannot be added once a booking is made unfortunately. We would advise if this were to happen in the future to make a new booking matching the journey with the railcard then we can issue a refund for the original minus a £5.00 admin fee.'
 

yorkie

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LNER have replied and said they can't add the railcard discount retrospectively. Their advice that should this happen again I should buy a new ticket with the railcard and they would refund the original, seems surprising given that my ticket was an Advance, as are most of those on LNER trains.

'However, we’ve now looked into your question and railcard discounts cannot be added once a booking is made unfortunately. We would advise if this were to happen in the future to make a new booking matching the journey with the railcard then we can issue a refund for the original minus a £5.00 admin fee.'
I don't see why that's surprising; this is what I would expect.

You can't excess away a discount, so the only solution would be to rebook and refund the original.

Many retailers would do this without fee if you made the request within around an hour of booking. After that, I would expect a fee, but some may be lenient and waive it.

Did it take 11 days to get that reply?
 

Essexman

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I don't see why that's surprising; this is what I would expect.

You can't excess away a discount, so the only solution would be to rebook and refund the original.

Many retailers would do this without fee if you made the request within around an hour of booking. After that, I would expect a fee, but some may be lenient and waive it.

Did it take 11 days to get that reply?

It would seem a risk to book a new ticket hoping that LNER will refund the original. Hence I didn't consider this option. But should I be silly enough to make the error again I now have an email to confirm this is what I should do.

LNER said £5 fee.

It took 11 days although less than 10 working days. However LNER said -

'We work hard to provide every customer with a full response within 10 working days, and we’re sorry we weren’t able to get back to you in time for your query.'
 

Adam Williams

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I don't see why that's surprising; this is what I would expect
It's slightly surprising to me given that if you purchase a cheaper Advance you're not supposed to get the difference back in the event of a refund. Surely a discounted Advance will almost always be cheaper than the undiscounted one purchased, unless it's left right till the last minute to book.

Clearly it's good customer service to refund and I'm not arguing against retailers doing it at all, it's just technically outwith the Advance ticket Terms & Conditions as I read them.

If it was up to me it'd be an exception I'd write down so that it could be done self-service. Of course, there's the same-day void period which is supposed to be for correcting mistakes but it's rather short since April.
 

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