Change of route excess

[centraluser]

I cannot get my head round something that has happened at a booking office, and wonder if someone can provide the definitive answer on the correct excess fare that should have been charged. Thanks.

Ticket held:
Off Peak Return Derby - Aylesbury, Not via London Terminals PRV £12.95
Want to excess return portion only to travel Via London.
Fare charged for excess is PRV £7.45. Ticket states Super Off-Peak Single Excess via London.

Customer (who may well read this) claiming back £3.85 of excess fare.

I only have rudimentary excess fares knowledge and am struggling to verify / calculate either the £7.45 excess charged or the £3.85 refund claimed. Thanks.

 

[Bletchleyite]

Looks like they have paid for both halves to be excessed. This happens all the time, more often than not in my experience. But I don't know how they got £7.45, I make the excess for the whole ticket £7.70, so it looks like that was keyed wrongly manually to me. I can't see a way to end up with an excess of £7.45 from the tickets available.

They should have paid £3.85 so a refund of £3.60 would appear to be due.

 

[yorkie]

I know exactly how it happened.

The issuer selected "single" which is incorrect. They need to choose "return" and select the relevant portion.

So the excess charged was the difference between the return not via London and the single via London, rather than half the difference between the return fares.

Unfortunately this mistake is not as uncommon as it should be.

 

[centraluser]

Thanks both for your help.