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Setting aside the PRO, if the reason for the refund request not being submitted in the 28 days was the passenger trying to progress a claim with the TOC first, I am confident Raileasy would be reasonable.

It's not an excuse for being bloody useless at communicating this state of affairs to prospective passengers.

Some work has been done in this area following discussion with BR Fares. I think blanket withdrawing sale is a poor solution, particularly as some customers will be able to get them printed before travel via some means (perhaps a friend/family member in GB), but the situation is at least...

As am I. It's far from an ideal position to leave customers in. Yeah. it probably needs to be a much stronger warning spelling out potential consequences that the customer is forced to acknowledge their understanding of. I've done exactly that for the Raileasy-powered sites/apps, since clearly...

Trainline's advice, for those curious (only shown if you open the itinerary):

I've always gotten the impression that the data PMS actually maintains internally is rather different to what we see in the RSPS5045 feeds (Sqills seem to have been given the actual XML), so I wouldn't be surprised if there was some sort of abstraction in place that did need maintenance - purely...

Yes, and it would normally be in the data by now (looking at last year, I can see plenty of purchases made in April with YNG discount travelling at e.g. 8am and getting the discount in July for e.g. £7 fares). It's an omission this year. Presumably it's an entirely manual process every year...

Does anyone actually accredit TOC work, or is it just a massive free-for-all where anything goes?

I think most journey planning sites will struggle with the TfW/WMT journeys, unfortunately, unless you implement some deliberate heuristics to try harder to surface them for routes where you know the benefit is there. They are "un-intuitive" itineraries, usually significantly slower than going...

I did deploy it :p

It's complete nonsense, yup.

I think it's fair to say revenue staff often misrepresent the seriousness of the situation. Some people defend this as a de-escalation tactic; to me, it's just lying.

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:

The brief says:

Sadly not (and you don't get the payment provider fees back either). Part of providing a good service though, and you hope that most customers will find the experience reassuring enough to consider re-booking.

If only LNER would sell flexible, refundable walk-up fares in a promotion like this! :lol: I think pigs would sooner fly....

You must travel to Liverpool, Birmingham or London for there to be a fare. There is also a zonal system at play, e.g. you cannot go from Tring to London.

Given you can handle the truth, we can do (user == styles) ? "is unlikely to require" : "will require" :D

You don't get money back if the replacement ticket is cheaper with the Change of Journey process.

Yes, the minute you use "may" someone won't bring a card and won't be able to collect - and then will complain that the page didn't warn them sufficiently. Really it's ridiculous that there are still TVMs that haven't complied with the accreditation requirement. Getting that fixed so that...