GWR - partial refund. How do I re-claim adding extra info?

[sushiuk]

I recently requested a refund on a night riviera ticket.
However, GWR have not refunded any of the supplement. They only refunded the super off peak single less £10 admin fee even though I requested the refund over 14 days before travelling as per the terms & conditions. I suspect it was because they didn't process my refund until after the travel date (which isn't a reason for not refunding).

In the email telling me how much they are going to refund it says :

If you believe we've made the wrong decision or that you've given us the wrong information, then the quickest way to update us is to submit a new claim using our online web page...
You just need to submit the claim with any extra details or evidence we have asked for, to help us make the right decision.

So I've tried to submit a new claim but can't find anywhere to add extra details.
Does anyone have experience trying to add extra info to a GWR refund claim and can tell me how to do this?

 

[plymothian]

As posted on GWR Twitter:

Customer Support team 03457 000125
gwr.feedback@gwr.com

 

[sushiuk]

As posted on GWR Twitter:

Customer Support team 03457 000125
gwr.feedback@gwr.com

Thanks... just tried the number and was told the current wait time to speak to someone on their customer support team is 45 mins! It's also not clear which option I should select as the only one directly related to refunds was if you purchased from the trainline.com. Then there was the option for help if you purchased tickets (though not specifically refunds) from the GWR website or app - though I bought from their telesales. Will try again when I have some free time.

 

[AlterEgo]

Thanks... just tried the number and was told the current wait time to speak to someone on their customer support team is 45 mins! It's also not clear which option I should select as the only one directly related to refunds was if you purchased from the trainline.com. Then there was the option for help if you purchased tickets (though not specifically refunds) from the GWR website or app - though I bought from their telesales. Will try again when I have some free time.

Was it a ticket sold as part of a package? If so, Telesales may be the people to speak to.

 

[sushiuk]

Was it a ticket sold as part of a package? If so, Telesales may be the people to speak to.

Part of a package? Just a ticket for the night riviera including berth.

Have just tried tweeting the support team too so will see if that gets a reply....

 

[dmncf]

I tried to submit a new claim but can't find anywhere to add extra details.
Does anyone have experience trying to add extra info to a GWR refund claim and can tell me how to do this?

I have recently appealed a GWR Delay Repay outcome. There was a box for free text, long enough to fit a few sentences. Can you double check for this?

 

[sushiuk]

I have recently appealed a GWR Delay Repay outcome. There was a box for free text, long enough to fit a few sentences. Can you double check for this?

How did you do the appeal? The email I received just said if I was unhappy with the outcome to submit a new claim....
It may be different for delay repay compared to refunds?

 

[plymothian]

Thanks... just tried the number and was told the current wait time to speak to someone on their customer support team is 45 mins! It's also not clear which option I should select as the only one directly related to refunds was if you purchased from the trainline.com. Then there was the option for help if you purchased tickets (though not specifically refunds) from the GWR website or app - though I bought from their telesales. Will try again when I have some free time.

03457 000125 option 6 then option 5.

Expect VERY long lead times whether contact via phone or email.

 

[sushiuk]

03457 000125 option 6 then option 5.

Expect VERY long lead times whether contact via phone or email.

Yes... thanks... the message said 45+ minutes to wait. However, much to my surprise someone picked up within a minute.
I was then put on hold for about 15 mins whilst they to talk to a colleague working in the Night Rivieria department.
The person I spoke to, despite agreeing with me that I met the criteria for the supplement to be refunded, said they would need to look into the matter further and would update me in due course.

 

[dmncf]

How did you do the appeal? The email I received just said if I was unhappy with the outcome to submit a new claim....
It may be different for delay repay compared to refunds?

Apologies. My claim was Delay Repay and I should have read properly that your claim is a refund, hence the way I did my appeal might not be possible for you.
After GWR emailed me to say that my original Delay Repay claim was unsuccessful:
- I logged into the relevant webpage (which for me was https://delayrepay.gwr.com/)
- I clicked on my account name (my email address) in the top right
- I clicked on "Claim history"
- I found the relevant claim in the list and clicked on "View claim" on its right hand side
- I clicked on "Appeal" in the top right
- I filled in the information needed for the appeal, and unlike when I made my original claim, this included a free text box allowing 250 characters if I recall correctly