Delay Repay / Abandoned Journey query

[Russel]

Evening,

Just need a bit of clarification from the experts here, I'll sum up todays happenings;

I had advance tickets for the 0937 Stratford - Colchester Town and then 16:44 Colchester Town - Stratford, both changing at Colchester, now, as I'm sure most of you are aware there was cable theft around Shenfield this morning so nothing ran out of Liverpool Street in the Colchester direction until around 12:30, so I abandoned my journey...

I understand I can get compensation for the abandoned journey for the outward portion as the service was cancelled, but am I also entitled to compensation for the return journey also? My concern is that the return journey did run as the disruption had cleared up by then, but unless I walked to Colchester from Stratford, I couldn't catch it.

Also, how do I claim for an abandoned journey because the only options I can see are delayed / cancelled / didn't stop at station, which none of these will apply to the return portion?

Thanks and I hope this makes sense, it's been a long day!

 

[Watershed]

As you decided not to travel, you need to claim a refund from the retailer that sold you your ticket, not Delay Repay. You can claim a refund on your tickets in both directions, due to the disruption affecting the outward journey.

You would only claim a refund from Greater Anglia if you used their website/app, or one of their stations' ticket machines or ticket offices, to buy your ticket. Otherwise it is your point of purchase (TrainSplit/Trainline/whoever) that you get the refund from.

This is different to Delay Repay which you do claim from the operator (Greater Anglia in this case). But Delay Repay is only applicable where you do travel and are delayed in arriving at your destination.

 

[Russel]

As you decided not to travel, you need to claim a refund from the retailer that sold you your ticket, not Delay Repay. You can claim a refund on your tickets in both directions, due to the disruption affecting the outward journey.

You would only claim a refund from Greater Anglia if you used their website/app, or one of their stations' ticket machines or ticket offices, to buy your ticket. Otherwise it is your point of purchase (TrainSplit/Trainline/whoever) that you get the refund from.

This is different to Delay Repay which you do claim from the operator (Greater Anglia in this case). But Delay Repay is only applicable where you do travel and are delayed in arriving at your destination.

Ah okay, thanks, I assumed it all came under the same umbrella, you learn something new every day!

Would this be an email / phone call job or is there an online way of requesting a refund along the same lines as Delay Repay?

I brought the tickets through Cross Country, so now I'm wondering if the hoops I'll have to jump through are worth the effort for £15...

 

[Watershed]

Ah okay, thanks, I assumed it all came under the same umbrella, you learn something new every day!

Would this be an email / phone call job or is there an online way of requesting a refund along the same lines as Delay Repay?

I brought the tickets through Cross Country, so now I'm wondering if the hoops I'll have to jump through are worth the effort for £15...

I can't remember off the top of my head how it's done for XC - and they are currently migrating to a new ticketing provider which means that once the change happens you'll have to contact customer services for all changes and refunds of tickets booked under the current provider (Trainline). But it wasn't excessively difficult in my experience.

 

[jfollows]

Train Ticket Refunds and amendments | CrossCountry | CrossCountry Trains

Need to change or claim a refund on your CrossCountry train ticket? Explore easy amendments and refunds with our comprehensive guide.

www.crosscountrytrains.co.uk

Next steps

You can change your ticket in the My Account section of our site or mobile app. If you purchased your ticket without being logged into your account or do not hold an account, you can register and add your guest booking to your account by following the “Login to manage your booking” link, found at the bottom of your confirmation e-mail. Alternatively, please contact Web Support.

If you are applying for a refund due to a service cancellation please contact Web Support using the contact information above.

 

[blimmo]

You can claim a refund on your tickets in both directions, due to the disruption affecting the outward journey.

Does this also apply if you bought the two tickets from different retailers?

 

[Watershed]

Does this also apply if you bought the two tickets from different retailers?

Yes in theory - however it makes things considerably more complicated so I don't recommend it.