Delay repay query

[grainy]

I travelled yesterday from Maryport to Sheringham. I purchased an off peak return from Maryport to Ely, and a separate off peak return from Ely to Sheringham.

The split ticket not only saved £10 but also gives the option of an earlier return due to the CZ restriction easement allowing the return on the 0822 from Sheringham.

However a points failure at Ely meant that my ERM train (1447 from Peterborough to Norwich) was cancelled. After sitting on the train for more than an hour, a group of us decided to get an uber to Sheringham.

I have claimed for a 2 hour cancellation with EMR on the ticket to Ely, but unsure what \ how to do about the separate Ely to Sheringham ticket none of which was used.

Any advice would be welcome.

 

[AlterEgo]

Did you ask for alternative transport, rerouting or otherwise try to enforce your rights under the PRO?

 

[yorkie]

....t unsure what \ how to do about the separate Ely to Sheringham ticket none of which was used....

If both portions are entirely unused, you claim a full refund from point of purchase.

If just one portion is unused, then claim a refund for that portion from the point of purchase (some retailers make it easier than others, to obtain a refund for just one portion, e.g. the forum's ticket site makes it very easy).

 

[grainy]

No . ERM conductor was besieged by unhappy customers. There was a mention of replacement buses. No idea what my rights would be.

== Doublepost prevention - post automatically merged: 17 Feb 2026 ==

If both portions are entirely unused, you claim a full refund from point of purchase.

If just one portion is unused, then claim a refund for that portion from the point of purchase (some retailers make it easier than others, to obtain a refund for just one portion, e.g. the forum's ticket site makes it very easy).

The point of purchase was the machine at Maryport station, so I guess that might be Northern?

 

[Haywain]

The point of purchase was the machine at Maryport station, so I guess that might be Northern?

It will be.

 

[grainy]

Having followed the advice kindly volunteered here, I have requested a refund for the unused ticket from Ely to Sheringham purchased at the machine at Maryport station.

I received a prompt reply passing the problem to EMR. -

"
Thank you for contacting Northern, I hope you are well.

I am sorry to hear that your travel on the 16th February was disrupted due to a points failure.

Having reviewed your service, I can see that this was a service operated by East Midlands Railway, and as such they would be the ones to look into this for you.
I will send your details over to them, however if you want to contact them yourself, their contact details are:
Phone Number: 03457125678
Email Address: contact@eastmidlandsrailway.co.uk

If you require anything further that I can help with, please let me know.

Kind Regards,
Dl Fg "

Is this correct ? What is my next step?

 

[redreni]

Having followed the advice kindly volunteered here, I have requested a refund for the unused ticket from Ely to Sheringham purchased at the machine at Maryport station.

I received a prompt reply passing the problem to EMR. -

"
Thank you for contacting Northern, I hope you are well.

I am sorry to hear that your travel on the 16th February was disrupted due to a points failure.

Having reviewed your service, I can see that this was a service operated by East Midlands Railway, and as such they would be the ones to look into this for you.
I will send your details over to them, however if you want to contact them yourself, their contact details are:
Phone Number: 03457125678
Email Address: contact@eastmidlandsrailway.co.uk

If you require anything further that I can help with, please let me know.

Kind Regards,
Daniel Fielding "

Is this correct ? What is my next step?

I would reply to the chap at Northern (and I hope that's not his real name) pointing out that the ticket is unused, so we're talking about a refund rather than compensation. Say you were under the impression refunds are dealt with by the retailer, which in this case is Northern.

 

[Starmill]

They've just misunderstood (sadly it's very very common for the first or first two replies to have not understood your question). Just repeat the sequence of relevant points a) you have a ticket you booked using a Northern ticket machine and b) you couldn't use the ticket due to cancellation, therefore c) you're applying for a refund on a ticket that wasn't used.

They'll catch up eventually. I agree it's a disappointment to have to spoon-feed it in this way, but it will get you the right outcome.