iamterry
Member
It all fell to pieces again near Cambridge yesterday, in between buying my ticket and getting to my local station. All trains cancelled / delayed to an unknown time.
Having a hospital appointment, meant I had to abandon my train plan and use an alternative form of transport.
I then tried to get my etickets refunded and what a woeful experience this is (and not yet obtained).
I had used the thameslink app to buy the tickets so I thought I could easily get them refunded that way - so in the app I find my ticket and see this link which leads to a broken page:
If you don't use that link, below it is an option to select reason for refund, the only being unused and thus liable for a £5 charge:
Using the thameslink webpages via a browser provided no better solutions. Instead I messaged thameslink via twitter to get some clarity / help on what I should do. After a few back and forth, the answer apparently is to use that link and then once that's done, separately message the customer relations team to request the admin fee is also refunded !
I commented that this system is obviously broken for this sort of refund and perhaps I should have just bought a paper ticket and got it refunded by the ticket seller at the station. The response was, no it's not broken, "the admin fee is something we charge however can be waived in circumstances such as this" Which to me comes across as a fee we're going to keep unless you make special effort to ask separately back if you know you can do so!
Having a hospital appointment, meant I had to abandon my train plan and use an alternative form of transport.
I then tried to get my etickets refunded and what a woeful experience this is (and not yet obtained).
I had used the thameslink app to buy the tickets so I thought I could easily get them refunded that way - so in the app I find my ticket and see this link which leads to a broken page:
If you don't use that link, below it is an option to select reason for refund, the only being unused and thus liable for a £5 charge:
Using the thameslink webpages via a browser provided no better solutions. Instead I messaged thameslink via twitter to get some clarity / help on what I should do. After a few back and forth, the answer apparently is to use that link and then once that's done, separately message the customer relations team to request the admin fee is also refunded !
I commented that this system is obviously broken for this sort of refund and perhaps I should have just bought a paper ticket and got it refunded by the ticket seller at the station. The response was, no it's not broken, "the admin fee is something we charge however can be waived in circumstances such as this" Which to me comes across as a fee we're going to keep unless you make special effort to ask separately back if you know you can do so!
