First class tickets, but no first class!

[Pauljw11]

This morning my wife and myself had booked first class single tickets, via trainline, on the 10.43 scotrail train from Elgin to Aberdeen. When the train arrived there was no first class available (i.e. it did not exist). How do we go about getting a refund? The ticket collector apologised and wrote us a note saying there was no first class.

 

[Wallsendmag]

I'd ask Trainline to refund the difference.

 

[yorkie]

If you had Anytime single tickets, you are due back £11.60 each (33.80 - 22.20), less any Railcard discount, if applicable.

If it's a return it would be half the difference.

The NRCoT suggest it is Scotrail who is liable not the retailer (and quite right too!)

https://www.nationalrail.co.uk/National%20Rail%20Conditions%20of%20Travel.pdf

You must contact the Train Company you
travelled with to notify them of your claim within 28 days of the date that you travelled.

Scotrail say:

Refunds

Read our refund policy for each ticket type here.

www.scotrail.co.uk

If you have purchased a First Class ticket and first class cannot be provided, for any reason, you are entitled to a refund of the difference between the first class and standard class fare. Please keep hold of your ticket and claim your partial refund using our online form here. Or please send the ticket to:


FREE POST ScotRail Customer Relations
PO BOX 27129,
GLASGOW,
G2 9LH

LNER also suggest that it isn't down to the retailer to do this:

• If you had a First Class ticket and the only seat available is in Standard, we’ll compensate you the difference between the fare you paid and the Standard equivalent

 

[Randomer]

I'd ask Trainline to refund the difference.

If it was timetabled and advertised to have First Class accommodation by the TOC (which the 1043 from Elgin today was) surely the refund of the difference is down to Scotrail as the TOC not Trainline as the retailer?

To quote the conditions of travel:

31. Travelling In Standard Class Accommodation with A First Class Ticket

31.1 If you have a first class Ticket and the train service you use is shown as offering first class accommodation at www.nationalrail.co.uk, but when you travel first class accommodation is not provided or is otherwise fully occupied, you may claim a refund. The minimum refund to which you will be entitled will be the difference between the price of the first class Ticket purchased and the cheapest valid standard class walk-up fare available on the service you used. You must contact the Train Company you travelled with to notify them of your claim within 28 days of the date that you travelled.

The train in question was advertised as having First Class accommodation so you should approach Scotrail as mentioned above.

 

[hexagon789]

If it was timetabled and advertised to have First Class accommodation by the TOC (which the 1043 from Elgin today was) surely the refund of the difference is down to Scotrail as the TOC not Trainline as the retailer?

To quote the conditions of travel:


The train in question was advertised as having First Class accommodation so you should approach Scotrail as mentioned above.

I don't why ScotRail don't make it Std Class only, it's almost always a single or pair of 158s.

 

[Pauljw11]

Thanks to all that replied, I will contact Scotrail. (@Randomer : there were four carriages).

 

[FuzzyDuck]

RTT says it was a pair of 158's and that first and standard class were available.

 

[Bletchleyite]

RTT says it was a pair of 158's and that first and standard class were available.

Did they remove the "sham First Class" from the Inverness 158s? They used to have it, but it was just a small partition, curtains and an antimacassar.

 

[hexagon789]

RTT says it was a pair of 158's and that first and standard class were available.

No ScotRail 158s have First Class, so that's wrong to start with. Besides, RTT will only show what the timetable says in that respect.

Did they remove the "sham First Class" from the Inverness 158s? They used to have it, but it was just a small partition, curtains and an antimacassar.

Yes, some time since any last had it.

The Haymarket units were done first, then the Inverness ones.