Avanti claim back advice needed.

[Leisurefirst]

mods note - split from here.

Advice appreciated please on how to proceed...
As posted earlier in the thread, (apologies for the repetition) I wish to claim back not my original Advance fare of £32.80 from Avanti for a Glasgow to Euston ticket on Sat 13/8/22 (strike day) but my alternative fares from Scotrail & Lumo of £70.10 to get me home.
I DO NOT EXPECT BOTH, just to have paid a total of £32.80 as per my original contract with Avanti.
I emailed Avanti back then and got a response eventually which either accidentally or deliberately ignored/misunderstood my question as to whether I could claim a £70.10 refund from Avanti (I said vouchers or a free return journey would be fine too) or a £32.80 refund from LNER (who I bought the ticket from) and just the excess £37.30 from Avanti.
They simply told me as I bought the ticket from LNER that I need to get a refund from them.
I replied immediately, some two weeks or so ago and have had no reply.
The 28 days to get a refund from LNER is up at the end of the week so my question is...
Where to go from here please?
Does anybody have a "High Level" email or telephone number for Avanti to pursue this with please?
Deep in Avanti's website this type of "additional" compensation is mentioned but I need to act soon and not sure what to do for the best.
Tempted to claim the £32.80 refund from LNER and pursue £37.30 afterwards from Avanti but not sure if this is advisable?
BTW... asked Avanti Twitter already, their response was basically "we don't refund alternative travel" etc.

 

[Watershed]

Advice appreciated please on how to proceed...
As posted earlier in the thread, (apologies for the repetition) I wish to claim back not my original Advance fare of £32.80 from Avanti for a Glasgow to Euston ticket on Sat 13/8/22 (strike day) but my alternative fares from Scotrail & Lumo of £70.10 to get me home.
I DO NOT EXPECT BOTH, just to have paid a total of £32.80 as per my original contract with Avanti.
I emailed Avanti back then and got a response eventually which either accidentally or deliberately ignored/misunderstood my question as to whether I could claim a £70.10 refund from Avanti (I said vouchers or a free return journey would be fine too) or a £32.80 refund from LNER (who I bought the ticket from) and just the excess £37.30 from Avanti.
They simply told me as I bought the ticket from LNER that I need to get a refund from them.
I replied immediately, some two weeks or so ago and have had no reply.
The 28 days to get a refund from LNER is up at the end of the week so my question is...
Where to go from here please?
Does anybody have a "High Level" email or telephone number for Avanti to pursue this with please?
Deep in Avanti's website this type of "additional" compensation is mentioned but I need to act soon and not sure what to do for the best.
Tempted to claim the £32.80 refund from LNER and pursue £37.30 afterwards from Avanti but not sure if this is advisable?
BTW... asked Avanti Twitter already, their response was along the lines "we don't do this type of refund" etc

As stated previously, the 28 day "deadline" is not really enforceable. You are still entitled to get a refund after this point, if you feel it's the option involving the least hassle.

The problem you have is that if you opt for a refund, you forfeit the right to re-routing. You cannot both claim a refund and get reimbursed for re-routing yourself.

I would therefore forget about the LNER refund and focus on what you want from Avanti - reimbursement of the additional tickets you had to buy.

The next step in the process would be to raise a complaint. Have you already done so?

 

[Leisurefirst]

As stated previously, the 28 day "deadline" is not really enforceable. You are still entitled to get a refund after this point, if you feel it's the option involving the least hassle.

The problem you have is that if you opt for a refund, you forfeit the right to re-routing. You cannot both claim a refund and get reimbursed for re-routing yourself.

I would therefore forget about the LNER refund and focus on what you want from Avanti - reimbursement of the additional tickets you had to buy.

The next step in the process would be to raise a complaint. Have you already done so?

Thank you, no I haven't officially complained as such, just sent three emails or messages basically as per my posts.
I'll do that now.
Again, if anybody can give me a better name/email address other than the standard response one, most appreciated.

== Doublepost prevention - post automatically merged: 9 Sep 2022 ==

For anybody interested (and certainly for the benefit of anybody finding themselves in a similar situation in future...)

Update.

As above, after emailing AWC when no services were announced for the strike day about this and waiting two weeks or so for a reply (which was basically just "claim from LNER for the original ticket"), followed by a response via Twitter telling me they don't pay alternative travel expenses I had still had no reply back from them after almost another two weeks.
I called them instead on Monday, got an answer after a while (to my surprise tbh) and explained the circumstances again and was given the same sort of reply initially. Politely but firmly explained it wasn't acceptable and gave the reference for my original email and that I wanted a reply please within 48 hours and I'd not be using them again in a hurry in future if this was resolved to my satisfaction.
To their credit (although the tone was rather "we're doing you a favour, we told you not to travel") by Tuesday I had a reply telling me still to claim a refund for the original ticket back from LNER but that they would consider compensating me for the difference between that and my Scotrail/Lumo travel providing I send images in of all the tickets.
By Weds I was told I would receive a cheque for the difference.
Glad I persevered and thank you to those on here who provided advice and encouragement.