Avanti Refunds - Investigation Email Received

[Wimbledon19]

I received a fraud investigation email from AWC this week and it’s scared me to bits.

I have refunded some tkts over the last year but for good reason, mainly being unwell (I had a big op last year), suffering mental ill health because of life circumstance related to the above. I’ve purchased tons of Superfares, too, some used, some not which are obviously not refundable. What I’m saying is, I have to go to London for work often so have lots of tickets booked but not always travelled.

The fares I’ve refunded have always been before time of travel when I’ve realised that I wasn’t well enough to travel even tho I thought I was in the morning. I’ve left it to the last minute because of this.

I have doctors appointments in my diary where I’ve gone to check if it was wise to travel, they said yes, I booked the tkt, then didn’t travel because I wasn’t really up to it.

I booked a train then got a last minute phone call for a Colonoscopy appt for a couple of days later so had to apply for a refund as wasn’t travelling.

There was also a cancelled train and I claimed a refund.

It’s not been a good year at all and hence me being all over the place. I’ve been better since September 2025 and have not had to cancel plans since then.

I’m worried sick because how I do I prove this? I have some diary screenshots of medical appts etc. I’ve replied and explained circumstances.

Any advice?

 

[z444z]

I received a fraud investigation email from AWC this week and it’s scared me to bits.

I have refunded some tkts over the last year but for good reason, mainly being unwell (I had a big op last year), suffering mental ill health because of life circumstance related to the above. I’ve purchased tons of Superfares, too, some used, some not which are obviously not refundable. What I’m saying is, I have to go to London for work often so have lots of tickets booked but not always travelled.

The fares I’ve refunded have always been before time of travel when I’ve realised that I wasn’t well enough to travel even tho I thought I was in the morning. I’ve left it to the last minute because of this.

I have doctors appointments in my diary where I’ve gone to check if it was wise to travel, they said yes, I booked the tkt, then didn’t travel because I wasn’t really up to it.

I booked a train then got a last minute phone call for a Colonoscopy appt for a couple of days later so had to apply for a refund as wasn’t travelling.

There was also a cancelled train and I claimed a refund.

It’s not been a good year at all and hence me being all over the place. I’ve been better since September 2025 and have not had to cancel plans since then.

I’m worried sick because how I do I prove this? I have some diary screenshots of medical appts etc. I’ve replied and explained circumstances.

Any advice?

Unlike the strict liability offences under the byelaws, in a case like this it would be up to Avanti to prove beyond reasonable doubt that you refunded tickets fraudulently. If you are sure you have never done this, you shouldn’t have anything to worry about, but if you would like to reply to them with a denial of the accusations I’m sure people here will be happy to help you find the best wording.

It would be helpful to see the email they’ve sent you as well as your response.

 

[Elecman]

If the tickets were refunded Before the travel time then that isn’t an issue

 

[AlterEgo]

If you've refunded them before the tickets have become valid I don't see the issue. Were these all e-tickets?

Please show us the email with your details redacted. It may well be that they have simply noted the volume and refunds and you're caught in their net by accident.

 

[WesternLancer]

I received a fraud investigation email from AWC this week and it’s scared me to bits.

I have refunded some tkts over the last year but for good reason, mainly being unwell (I had a big op last year), suffering mental ill health because of life circumstance related to the above. I’ve purchased tons of Superfares, too, some used, some not which are obviously not refundable. What I’m saying is, I have to go to London for work often so have lots of tickets booked but not always travelled.

The fares I’ve refunded have always been before time of travel when I’ve realised that I wasn’t well enough to travel even tho I thought I was in the morning. I’ve left it to the last minute because of this.

I have doctors appointments in my diary where I’ve gone to check if it was wise to travel, they said yes, I booked the tkt, then didn’t travel because I wasn’t really up to it.

I booked a train then got a last minute phone call for a Colonoscopy appt for a couple of days later so had to apply for a refund as wasn’t travelling.

There was also a cancelled train and I claimed a refund.

It’s not been a good year at all and hence me being all over the place. I’ve been better since September 2025 and have not had to cancel plans since then.

I’m worried sick because how I do I prove this? I have some diary screenshots of medical appts etc. I’ve replied and explained circumstances.

Any advice?

Welcome. You’ll get good help here. First bit of advice, do not send them any more replies for now until you’ve had help here.

Might be helpful if you could post what they sent you and a copy of your reply. Remove all personal info and ref numbers tho.

 

[Wimbledon19]

Following a review of industry systems and data, we have identified a pattern of refund activity associated with your account for travel on Avanti West Coast services. The volume and nature of these refunds have prompted a formal investigation.



We understand that errors or misunderstandings can occur, and we are committed to ensuring a fair and transparent process. At this stage, we are seeking your cooperation to clarify the circumstances surrounding these refund requests.



Please respond within 7 days of the date of this email, quoting the above reference number in the subject line, and provide any relevant information or supporting evidence regarding your refund activity. You may contact us at AWCDigitalFraud@avantiwestcoast.co.uk.



Based on your response, one of the following outcomes may apply:

- (a) You may be offered the opportunity to resolve the matter by way of an administrative disposal;

- (b) The case may be referred to our prosecuting services or the British Transport Police for further action;

- (c) The case may be closed with no further action taken.



Please note that this is an opportunity to clarify the situation before any formal action is considered. Failure to respond within the specified timeframe may result in escalation of the matter.



We appreciate your cooperation and look forward to your response.

== Doublepost prevention - post automatically merged: 22 Nov 2025 ==

My reply:

I received an email regarding the above reference number.

I have had some refunds in the past caused by travelling frequently to London - for work, and to see my children who both live there. It's been quite a year due to health issues (I had a cancer scare last year and major surgery for it) and my schedule has been very much last minute / haphazard due to these extentuating factors.

I sometimes buy tickets that I then don't use (due to health issues as above or a work meeting is cancelled), OR at times I've got a lift down from my friend who is based in Liverpool and London, which has also caused me to cancel tkts when I didn't need them.

I'm a frequent user of Virgin / Avanti and this is just a genuine case of being overloaded in life this year.

Apologies for any genuine worries this caused. My diary and my well-being is now much calmer than it was.

 

[z444z]

I’ve replied and explained circumstances.

Am I misunderstanding this bit, or have you already replied to their email? If you have, please could you share what you sent?

Just seen the update! That looks fine, but if you are certain you’ve never used a ticket and then refunded it, you might wish to make that clearer to them - a follow up email worded with help from experts here might be a good idea, let’s see what they say when they get here.

 

[Wimbledon19]

If you've refunded them before the tickets have become valid I don't see the issue. Were these all e-tickets?

Please show us the email with your details redacted. It may well be that they have simply noted the volume and refunds and you're caught in their net by accident.

All e-tickets

== Doublepost prevention - post automatically merged: 22 Nov 2025 ==

Am I misunderstanding this bit, or have you already replied to their email? If you have, please could you share what you sent?

Just seen the update! That looks fine, but if you are certain you’ve never used a ticket and then refunded it, you might wish to make that clearer to them - a follow up email worded with help from experts here might be a good idea, let’s see what they say when they get here.

Thank you.

 

[AlterEgo]

Given what you've said snd you're refunding the tickets before travel i think you won't have an issue. In future though, if your plans look flaky, you can buy walk up refundable tickets on the day. So you won't lose anything in refund fees.

 

[Wimbledon19]

Thank you. I hadn’t even thought of that re walk up, because Avanti are so app based. I thought that was the only available way.

== Doublepost prevention - post automatically merged: 22 Nov 2025 ==

I also thought you had to have a specific train time / reserved seat to guarantee a place on the train even on off-peak.

 

[WesternLancer]

guarantee

== Doublepost prevention - post automatically merged: 22 Nov 2025 ==

Thank you. I hadn’t even thought of that re walk up, because Avanti are so app based. I thought that was the only available way.

== Doublepost prevention - post automatically merged: 22 Nov 2025 ==

I also thought you had to have a specific train time / reserved seat to guarantee a place on the train even on off-peak.

Both of those are things that various uk train companies want you to think but are actually not the case (apart from very rare exceptions)

It can be cheaper (often considerably) to book ahead and secure cheaper ‘Advance’ (an official type of ticket) tickets however.

 

[MarlowDonkey]

I also thought you had to have a specific train time / reserved seat to guarantee a place on the train even on off-peak.

You might not get a seat without a reservation, but provided the ticket isn't named "Advance", then any train within the ticket's broad time range restrictions can be taken. It's evident that the railway's presentation of ticketing and marketing leads people to mistakingly believe that tickets are always tied to specific trains when that's only sometimes true.

 

[fandroid]

You shouldn't fall into the trap of feeling that you have to research every instance of refunded tickets to give them assurance that you did not travel using those tickets. It is absolutely up to them to find evidence that those ticket were, in fact, used. They can take advantage of the fact that ordinary passengers do not keep detailed and well organised records of all their ticket purchases and travel. You have given a reasonable response already. If they really think there's any evidence of suspect refunds, then let them find it and produce it. You are a good customer of the railways. It's not your job to prove that you are anything else.

 

[Wimbledon19]

I’ve had this reply today. My natural instinct is to reply and thank them for correspondence and update (as I’m finding this stressful) but wanted to take advice here first as someone said don’t correspond with them. All advice appreciated:

I wanted to reach out and apologise for the delay in responding to your inquiry. We are currently experiencing technical issues related to uploading data that is essential for all ongoing investigations.

Please rest assured that resolving this matter is our top priority. I am hopeful we will have a solution in place before the weekend, and I will provide you with an update as soon as possible.

Thank you for your patience and understanding during this time. If you have any urgent concerns, please don’t hesitate to contact me directly

 

[Titfield]

You dont need to respond to this as it is a generic holding email.

Wait until they send a more detailed response and then come back to the forum for advice based on that.

Whilst I appreciate your anxiety and desire for a resolution, pushing more emails into the system just delays staff responding to the matter at hand.

 

[Wimbledon19]

You dont need to respond to this as it is a generic holding email.

Wait until they send a more detailed response and then come back to the forum for advice based on that.

Whilst I appreciate your anxiety and desire for a resolution, pushing more emails into the system just delays staff responding to the matter at hand.

Thanks for your reply and advice!