Avanti Refund issue

[tram21]

Morning,

Hope you can assist as I'm not too sure what the Conditions of Travel actually say about this.

Was travelling this morning on the following route:

CrossCountry Nottingham- Birmingham New Street (Cancelled)
Avanti Birmingham to Preston.

I held two separate Advance tickets for this, one Nottingham to Birmingham then another Birmingham to Preston.

As a result of this cancellation, I refunded the CrossCountry and bought a new ticket to travel on EMR to Crewe. I also purchased a new ticket for Avanti, an Off Peak Return.

I did this to get on the same Avanti and make it to Preston at the same time.

I requested a refund for the Avanti Advance as I didn't use the ticket as a result of the CrossCountey cancellation (having bought a new ticket, it being cheaper overall).

Avanti have said they can't refund it as Advance tickets are non-refundable, but I thought I could as a result of the cancellation.

Am I correct?

 

[Mrmt]

On their website it says ‘
Remember that they only apply to a specific route and time, however, so be sure that you can commit to the journey before you book.’ As it was not their cancellation then I assume that is why they are not repaying you.

 

[tram21]

On their website it says ‘
Remember that they only apply to a specific route and time, however, so be sure that you can commit to the journey before you book.’ As it was not their cancellation then I assume that is why they are not repaying you.

I only couldn't 'commit to the journey' because of a railway cancellation

 

[voyagerdude220]

Maybe it could be worth you getting in touch with Cross Country because it was their train which was cancelled?

 

[Bletchleyite]

This is why it makes sense to buy splits against an itinerary with an accredited splitting site. You would have no issues getting a refund then. If you've bought two separate Advances from two retailers you're going to have trouble getting one even if it would be reasonable for one to be given.

 

[voyagerdude220]

Also why did you travel on a different route to what you had booked? Was there any need to do so/buy new tickets? Presumably you could have followed your book route on the next trains an hour later with the same tickets, unless several trains were cancelled? (I can't check as you've not mentioned the date of travel)

 

[Fawkes Cat]

Also why did you travel on a different route to what you had booked? Was there any need to do so/buy new tickets? Presumably you could have followed your book route on the next trains an hour later with the same tickets, unless several trains were cancelled? (I can't check as you've not mentioned the date of travel)

In fairness, OP said

I did this to get on the same Avanti and make it to Preston at the same time.

So it would seem that it was important to get to Preston at a particular time.

 

[Watershed]

I would keep this really simple. You had a ticket for a train that was cancelled. You didn't use that ticket and you want a refund. You're entitled to a refund on it because of the cancellation.

Advance tickets are indeed normally non-refundable but the Advance ticket terms & conditions and the National Rail Conditions of Travel are clear that you're entitled to a refund in the event of the train being cancelled.

As soon as you start talking about other tickets or trains (which you're not asking to be refuned for) it might cause confusion for the person dealing with your case.

 

[Fawkes Cat]

I would keep this really simple. You had a ticket for a train that was cancelled. You didn't use that ticket and you want a refund. You're entitled to a refund on it because of the cancellation.

But as I read it, the Avanti train wasn't cancelled - the Cross Country train which should have connected with it was.

 

[tram21]

But as I read it, the Avanti train wasn't cancelled - the Cross Country train which should have connected with it was.

That's correct. Basically my question is, do the Conditions of Travel state you can get a refund for the whole journey (with split tickets) if one train is cancelled?

== Doublepost prevention - post automatically merged: 27 Aug 2025 ==

Also why did you travel on a different route to what you had booked? Was there any need to do so/buy new tickets? Presumably you could have followed your book route on the next trains an hour later with the same tickets, unless several trains were cancelled? (I can't check as you've not mentioned the date of travel)

Travel was today, but the CrossCountry train was cancelled midday yesterday. I had a time pressure so just rebooked to not get late.

In fairness I'm not really out of pocket, but do have an unused ticket as a result of a cancellation and was hoping I'd be able to refund it.

== Doublepost prevention - post automatically merged: 27 Aug 2025 ==

This is why it makes sense to buy splits against an itinerary with an accredited splitting site. You would have no issues getting a refund then. If you've bought two separate Advances from two retailers you're going to have trouble getting one even if it would be reasonable for one to be given.

I fully appreciate that! I was going to use the forums site but wanted the club avanti rewards!

 

[voyagerdude220]

Travel was today, but the CrossCountry train was cancelled midday yesterday. I had a time pressure so just rebooked to not get late.

In fairness I'm not really out of pocket, but do have an unused ticket as a result of a cancellation and was hoping I'd be able to refund it.

Fair enough- Maybe contact Cross Country as it was their train which was cancelled.

 

[tram21]

Fair enough- Maybe contact Cross Country as it was their train which was cancelled.

To claim a refund you always have to go to the original retailer. It's not delay repay as I didn't travel

 

[voyagerdude220]

To claim a refund you always have to go to the original retailer. It's not delay repay as I didn't travel

Ah yes you're quite correct. Back to Avanti it is then!

 

[tram21]

So do I have any argument for Avanti to get them to budge, or am I not eligible for a refund? Or will it be too much effort and I should just leave it?

 

[yorkie]

Morning,

Hope you can assist as I'm not too sure what the Conditions of Travel actually say about this.

Was travelling this morning on the following route:

CrossCountry Nottingham- Birmingham New Street (Cancelled)
Avanti Birmingham to Preston.

I held two separate Advance tickets for this, one Nottingham to Birmingham then another Birmingham to Preston.

As a result of this cancellation, I refunded the CrossCountry and bought a new ticket to travel on EMR to Crewe. I also purchased a new ticket for Avanti, an Off Peak Return.

I did this to get on the same Avanti and make it to Preston at the same time.

I requested a refund for the Avanti Advance as I didn't use the ticket as a result of the CrossCountey cancellation (having bought a new ticket, it being cheaper overall).

Avanti have said they can't refund it as Advance tickets are non-refundable, but I thought I could as a result of the cancellation.

Am I correct?

Was this a separate booking? Did you buy from the same retailer?

You were entitled to be re-routed on the original tickets, however if you bought the unused tickets with a through itinerary from a website such as the forum's ticketing site, then a refund would be a doddle. If you bought them as two separate 'journeys' but in the same booking reference, then it may be a little more convoluted, but you'd still have got your refund.

But if you bought each one as a completely separate transaction from separate retailers, then this is strongly advised against, as from Avanti's point of view there is no connecting train booked, and therefore they are going to resist a refund.

Here's my advice from another thread earlier this week, under similar circumstances:

In future, I would advise booking any such journey with a through itinerary, as clear evidence of a contract for travel, and this also means you would seamlessly get a refund if you chose not to use the tickets due to any of the trains in the itinerary being delayed or cancelled. If you don't want to buy it as a through itinerary, then at least buy in one transaction from one retailer. Obviously I'd recommend using the forum's site, rather than [Avanti] in future

== Doublepost prevention - post automatically merged: 27 Aug 2025 ==

So do I have any argument for Avanti to get them to budge, or am I not eligible for a refund? Or will it be too much effort and I should just leave it?

If you bought the first ticket from XC and the second from Avanti, then you could argue it was all one journey, but it could be a lot of hassle. If you'd bought it from us as one transaction (even if not as a through journey) then you'd probably have your money back by now.

Good luck and let us know how you get on!