Abandoned journey

[dcbwhaley]

Sorry if this has been done to death.
I bought a ticket to go into Manchester but when I arrived at the station the train was posted half an hour lat which meant that I would have missed my appointment.
So I went home. Can I get my fare back? It was a Northern e-ticket

 

[Watershed]

Sorry if this has been done to death.
I bought a ticket to go into Manchester but when I arrived at the station the train was posted half an hour lat which meant that I would have missed my appointment.
So I went home. Can I get my fare back? It was a Northern e-ticket

Yes, you can get a full refund without any administration fee.

 

[dcbwhaley]

Yes, you can get a full refund without any administration fee.

How do I go about that?

 

[Benjwri]

How do I go about that?

You claim the refund from whatever company you purchased the ticket from, assuming it was Northern you would claim it by following the steps here. Note that it state you will have to pay a £10 admin fee, but as the refund is due to a delay you should receive a full refund, but make sure to mention the reason.

 

[dcbwhaley]

You claim the refund from whatever company you purchased the ticket from, assuming it was Northern you would claim it by following the steps here. Note that it state you will have to pay a £10 admin fee, but as the refund is due to a delay you should receive a full refund, but make sure to mention the reason.

Won't allow a refund because ticket value is less than £10. No opportunity to mention that it is a delay.
Fortunately I can afford the loss

 

[Watershed]

Won't allow a refund because ticket value is less than £10. No opportunity to mention that it is a delay.
Fortunately I can afford the loss

You need to contact Northern customer services to explain the circumstances. Their email address is enquiries@northernrailway.co.uk or you could try Tweeting them.

 

[saxsux]

You're entitled to a full refund in these circumstances with no administration fee being charged. If you want to be able to throw a book at them, take a look at the National Rail Conditions of Travel, condition 30.1: https://www.nationalrail.co.uk/National Rail Conditions of Travel.pdf

Customer service staff seem to conveniently forget about this and often need reminding. I had the same situation trying to get a £6 ticket refunded from GWR; after two refusals, I raised a complaint and it was eventually dealt with.

You're completely entitled to your money back, in this sort of situation it's clear-cut and is one of the fundamental contractual rights that comes with buying a ticket. Stand your ground.

 

[AlterEgo]

Won't allow a refund because ticket value is less than £10. No opportunity to mention that it is a delay.
Fortunately I can afford the loss

Here is the correct webpage which explains how to claim a refund for an abandoned journey. The one posted up thread doesn’t account for refunds owing to disruption. https://northernrailway.force.com/s/article/Refund-Requests

== Doublepost prevention - post automatically merged: 31 Aug 2022 ==

You need to contact Northern customer services to explain the circumstances. Their email address is enquiries@northernrailway.co.uk or you could try Tweeting them.

The email given by Northern is sales.support.northern@trainsfares.co.uk

 

[gray1404]

Any email address ending with trainfares.co.uk is actually dealt with by trainline so their customer service can be dreadful. I have had a couple of such experiences and in the end had to take it up with the customer service department of the train company concerned to get a refund resolution.