Change of tickets

[221129]

Hi guys,

I currently have tickets for travel on the 13th August and am wondering if it is possible, and how much it would likely cost to change them for travel on the 19th/20th.

The tickets I currently hold are;

A Super Off Peak Single From Exeter SD - London Pad (Sleeper Berth Supplement)

Advance 1st London Euston - Lancaster on the 0643.

Is it possible to change the dates (And the likely cost) to the 20th?
Also is it possible to change the Super Off Peak to start at Plymouth on the 19th?

Thanks In Advance,
Ollie

 

[yorkie]

£10 admin fee per ticket, though some retailers may waive this.

Trainsplit only charge a £10 admin fee for the entire journey.

Southern wouldn't charge a £10 admin fee for the walk-up ticket if you had not collected it, but the Advance ticket would incur the fee.

 

[221129]

£10 admin fee per ticket, though some retailers may waive this.

Trainsplit only charge a £10 admin fee for the entire journey.

Southern wouldn't charge a £10 admin fee for the walk-up ticket if you had not collected it, but the Advance ticket would incur the fee.

Thanks Yorkie, I might try my local booking office, neither of the tickets have been collected yet, would I need to do that before I can get them changed?

 

[yorkie]

If doing this at a booking office, then yes you would need to print them.

 

[headshot119]

If doing this at a booking office, then yes you would need to print them.

Are you sure?

I had some advance tickets changed at Cardiff Queen Street last year and I'm fairly sure the originals never got printed.

When I've had advance tickets changed before I've usually had the originals then some sort of excess coupon and a new seat reservation. On this occasion I just had a "normal" set of tickets for the new dates.

 

[yorkie]

What's the original retailer?
What station would be visited?

 

[221129]

What's the original retailer?
What station would be visited?

First Great Western Website was where they were bought.

I'd be going to the ticket office at Tiverton Parkway. (Also run by FGW)

 

[causton]

Does it not have an Amend option on the website you can use?

The sleeper one is an odd one as I don't know if you could excess the supplement, that ticket and supplement might have to be refunded with a £10 admin fee charged and rebooked with a new ticket.

The advance should be easy to do at a ticket office, but once again a £10 admin fee will be charged for that.

Worth seeing if there are any options on the WebTIS "My account" section for amending as I have done it before!
--- old post above --- --- new post below ---

Are you sure?

I had some advance tickets changed at Cardiff Queen Street last year and I'm fairly sure the originals never got printed.

Have you got a photo of the tickets? This is interesting, as the only way I would know how to amend tickets (unless you change them online and they give you a new reference number for the new ones) you would have the original Advance, an Excess coupon for the new date, a new seat reservation and the £10 admin fee sundry coupon...

 

[headshot119]

Does it not have an Amend option on the website you can use?

The sleeper one is an odd one as I don't know if you could excess the supplement, that ticket and supplement might have to be refunded with a £10 admin fee charged and rebooked with a new ticket.

The advance should be easy to do at a ticket office, but once again a £10 admin fee will be charged for that.

Worth seeing if there are any options on the WebTIS "My account" section for amending as I have done it before!
--- old post above --- --- new post below ---


Have you got a photo of the tickets? This is interesting, as the only way I would know how to amend tickets (unless you change them online and they give you a new reference number for the new ones) you would have the original Advance, an Excess coupon for the new date, a new seat reservation and the £10 admin fee sundry coupon...

Interesting you say that as every other advance ticket I've had amended has come like that (well once or twice the admin fee was waived).

I do wonder looking back if the clerk just sold me a new ticket, but only charged the difference in the price?

No I haven't got a picture of them unfortunately.

 

[221129]

On the FGW website it says for the Super Off Peak I might have to buy a new ticket and then get the old one refunded? Is this true? Also for the alterations it says I need to do this where I brought the tickets (their Website) so can I not do it at the ticket office?
--- old post above --- --- new post below ---
Went to ticket office today, they could change the advance ticket but the Super Off Peak would need to be refunded and then Re Issued via Telesales!
--- old post above --- --- new post below ---
okay so rang telesales, They would refund my Super off peak ticket (-£10) but then said they can only refund 75% of the Sleeper Berth Supplement! Absolute joke!

Although Customer services say they have never heard of this 25% Admin fee and are looking into it. They really should make it more clear as I can find no reference to it anywhere!

 

[bb21]

Yes, the Sleeper Berth Supplement has a 75% refund value if cancelled no later than 1600 on the day before the date of travel, 50% if after that time and before the departure time, and zero if after the departure time of the booking.

 

[221129]

Yes, the Sleeper Berth Supplement has a 75% refund value if cancelled no later than 1600 on the day before the date of travel, 50% if after that time and before the departure time, and zero if after the departure time of the booking.

Interesting, do you have a link to that information please?

 

[bb21]

I can't find anything in the public domain, but attached is a copy of the relevant sections in The Manual. I don't believe arrangements have changed. The required information is on Page 6.

 

[221129]

I can't find anything in the public domain, but attached is a copy of the relevant sections in The Manual. I don't believe arrangements have changed. The required information is on Page 6.

So how can they enforce terms and conditions that the customer isn't made aware of?

(For the record customer services at FGW weren't aware either and it took about 2 hours for them to find the info.) They also agreed to refund any admin fees as RTVs once the ticket is refunded.

 

[bb21]

I can only give you the official rules.

You can certainly argue this point with them. How far this will get you I am unable to say.

 

[Sleepy]

Think you will find these refund arrangements for berth supplements have been the same since BR days !!

 

[221129]

Think you will find these refund arrangements for berth supplements have been the same since BR days !!

Doesn't change the fact that these conditions aren't made available to customers!

 

[headshot119]

Doesn't change the fact that these conditions aren't made available to customers!

If they aren't made clear in the contract, then quite simply the condition doesn't apply.

If I were you I wouldn't accept RTVs I'd demand a full refund by whatever means I'd paid originally.

 

[221129]

If they aren't made clear in the contract, then quite simply the condition doesn't apply.

If I were you I wouldn't accept RTVs I'd demand a full refund by whatever means I'd paid originally.

I think I will leave it for now and just go with the RTVs however if FGW decides that they aren't going to then how would I go about getting the full refund?

 

[CyrusWuff]

Doesn't change the fact that these conditions aren't made available to customers!

I suspect the argument, rightly or wrongly, would be that Condition 26 of the NRCoC applies.

Relevant extract:

Notes:
(iii) Your right to receive a refund under (c), (d) and (e) above of all or part of the price paid may be restricted in the case of some types of reduced and discounted fare tickets, for example, those with an advance purchase requirement. These rights will be made clear to you when you buy your ticket.

 

[221129]

I suspect the argument, rightly or wrongly, would be that Condition 26 of the NRCoC applies.

But these conditions were NOT made clear at any point? It took the FGW Advisor nearly 2 hours to find any mention of it anywhere.

 

[CyrusWuff]

But these conditions were NOT made clear at any point? It took the FGW Advisor nearly 2 hours to find any mention of it anywhere.

That's a failing on Atos' part (on FGW's behalf) for not mentioning it. Just had a look, and FGW's Passenger Charter and website make no mention of it, and Caledonian Sleepers make mention of a cut-off time, but not the percentage you get back.

Having said that, I suspect you could also go to pretty much any Ticket Office to buy a berth supplement and wouldn't be told about the refund terms unless you explicitly asked, and even then you'd either be fobbed off, or have to wait while they find it on KnowledgeBase (or phone a friend)...

 

[221129]

Okay so when passing I asked at the Local ticket office if they knew about this condition, and as I expected they didn't neither did the ticket offices at the 2 larger stations either side.

 

[Hadders]

Does anyone know the cancellation policy for the Scottish Sleepers? I had to cancel at short notice recently due to illness and was told no refund was due.

I was travelling on a standard off-peak ticket with a berth supplement.

 

[CyrusWuff]

Does anyone know the cancellation policy for the Scottish Sleepers? I had to cancel at short notice recently due to illness and was told no refund was due.

I was travelling on a standard off-peak ticket with a berth supplement.

As far as I'm aware, it's the same as for the Night Riviera, but I'm not in a position to check KnowledgeBase at present to confirm.

In other words:

Normal refund rules apply for the travel ticket (i.e. claim within 28 days, less an admin fee)
75% refund for the berth supplement if submitted by <x>, 50% refund thence until departure time, no refund after the booked departure time.

 

[najaB]

As far as I'm aware, it's the same as for the Night Riviera, but I'm not in a position to check KnowledgeBase at present to confirm.

In other words:

Normal refund rules apply for the travel ticket (i.e. claim within 28 days, less an admin fee)
75% refund for the berth supplement if submitted by <x>, 50% refund thence until departure time, no refund after the booked departure time.

It's actually different for the Caledonian, from my experience. I recently booked a supplement online for the wrong date, I emailed Customer Service to see if they could amend it. They weren't able to amend but advised to buy a new supplement and they would refund the original, minus £10.

They were as good as their word, the refund appeared on my credit card in two working days.

This was all done on the afternoon of departure of the original supplement.

 

[Hadders]

In my example I had to cancel before 12noon on the day of departure. They told me no refund was due.

I didn't expect anything tbh but given how useless the new company running the franchise is it wouldn't surprise me if they got it wrong.

 

[najaB]

In my example I had to cancel before 12noon on the day of departure. They told me no refund was due.

Actually, I mis-remembered. I've just gone back and checked my emails - I had booked for the Thursday instead of the Wednesday, and I emailed them on the Wednesday. So it was afternoon of the day before travel for the ticket that was refunded. Apologies for the confusion.

It definitely was only a £10 admin charge though, rather than a percentage.

 

[bb21]

Not sure about the new operator, but the old rules under First ScotRail was that the standalone berth supplement was fully refundable up to close of reservation on day of travel, less an admin fee. SLEEPER 1ST SGL has the same refund arrangements as the berth supplement. SLEEPER STD SGL is full refund before day of travel. On day of travel, up to close of reservation, refund value is 50%, less admin fee.