Help with a refund

[VItraveller]

Good morning,
I was wondering if anyone might be able to give me some advice on a delay repay claim I am attempting to do with West Midlands trains.
I bought the ticket from a company called split my fair and so I’m not sure if I should go to them or submit it through the West Midlands trains website, although I’m having a bit of trouble with that. the journey I was attempting to take was a couple of weeks ago, going from university Birmingham to Great Malvern on a train from Birmingham new Street to Hereford.
However, the train stopped halfway in Worcester and the next train wasn’t for about an hour I contacted WestMidlands Railway but they said that because I bought the ticket from a third-party, I would need to submit the claim online and when I do that, it asks for a unique ticket number which I don’t think my ticket has, or at least it’s not being recognised by the system.
I should also mention as well that I have a disability, I’m completely blind and this whole process has been quite tricky.

 

[30907]

WMR are the right people to deal with delay repay - you only go to the retailer for a refund if you abandoned your journey.

Are you able to upload an image of the ticket, so that we might identify the number?

If not, a mail with image attached to the relevant department, mentioning your disability if you think it relevant.

 

[Fawkes Cat]

the journey I was attempting to take was a couple of weeks ago, going from university Birmingham to Great Malvern on a train from Birmingham new Street to Hereford.
However, the train stopped halfway in Worcester and the next train wasn’t for about an hour I contacted WestMidlands Railway but they said that because I bought the ticket from a third-party, I would need to submit the claim online

What did you do when you got to Worcester? Did you keep going to Great Malvern and get there late, or did you give up and go back to Birmingham?

I ask because the way abandoned journeys (gave up and went home) and delayed journeys (delay repay may be available) are handled are different.

it asks for a unique ticket number which I don’t think my ticket has, or at least it’s not being recognised by the system.
I should also mention as well that I have a disability, I’m completely blind and this whole process has been quite tricky

Was your ticket a piece of cardboard, something emailed to you or something on your phone? This might affect where you will find the ticket number.

 

[VItraveller]

Good morning,
I was wondering if anyone might be able to give me some advice on a delay repay claim I am attempting to do with West Midlands trains.
I bought the ticket from a company called split my fair and so I’m not sure if I should go to them or submit it through the West Midlands trains website, although I’m having a bit of trouble with that. the journey I was attempting to take was a couple of weeks ago, going from university Birmingham to Great Malvern on a train from Birmingham new Street to Hereford.
However, the train stopped halfway in Worcester and the next train wasn’t for about an hour I contacted WestMidlands Railway but they said that because I bought the ticket from a third-party, I would need to submit the claim online and when I do that, it asks for a unique ticket number which I don’t think my ticket has, or at least it’s not being recognised by the system.
I should also mention as well that I have a disability, I’m completely blind and this whole process has been quite tricky.

What did you do when you got to Worcester? Did you keep going to Great Malvern and get there late, or did you give up and go back to Birmingham?

I ask because the way abandoned journey

What did you do when you got to Worcester? Did you keep going to Great Malvern and get there late, or did you give up and go back to Birmingham?

I ask because the way abandoned journeys (gave up and went home) and delayed journeys (delay repay may be available) are handled are different.

Was your ticket a piece of cardboard, something emailed to you or something on your phone? This might affect where you will find the ticket number.

I have included a copy of the ticket, when I got there I jumped on a great Western train to great Malvern and bought another ticket, I knew there was another train from New Street to Hereford but I wasn’t certain that one would continue on past Worcester and I didn’t want to get stuck there.
there is a number in the ticket, though I don’t know if it’s right as the delay repay site doesn’t seem to accept it, most likely I will end up emailing the customer service team although my experiences with calling the contact centre suggests that they’re okay with basic simple enquiries, but can’t really help with more complex issues and once they realise that I bought the tickets from a third party, they will probably give me the runaround by telling me to contact them instead.

 

[30907]

The unique ticket number appears to be all letters - this seems to be standard for eTickets,and it is unfortunate if you are asked for a "number".
I notice that there is a Freepost address as well, but can't immediately find an email.

BTW It was unnecessary for you to buy a fresh ticket for the GWR train, as your original ticket was a flexible one.

 

[DaveB10780]

Booking reference at the bottom seems to be the most likely value needed. This is in the normal 8 character format and what I usually use for Delay Repay. The different formats and terminology do not make it easy but reckon the ticket number may possibly be internal to Split My Fare.

 

[alistairlees]

I have included a copy of the ticket, when I got there I jumped on a great Western train to great Malvern and bought another ticket, I knew there was another train from New Street to Hereford but I wasn’t certain that one would continue on past Worcester and I didn’t want to get stuck there.
there is a number in the ticket, though I don’t know if it’s right as the delay repay site doesn’t seem to accept it, most likely I will end up emailing the customer service team although my experiences with calling the contact centre suggests that they’re okay with basic simple enquiries, but can’t really help with more complex issues and once they realise that I bought the tickets from a third party, they will probably give me the runaround by telling me to contact them instead.

If the WMR Delay Repay form does not accept the ticket number (which is the Unique Ticket Number - UTN - below the barcode; not the "booking reference", though WMR is unlikely to be able to tell the difference), then just enter the value "0". This works on most other Delay Repay sites.

 

[Watershed]

Booking reference at the bottom seems to be the most likely value needed. This is in the normal 8 character format and what I usually use for Delay Repay. The different formats and terminology do not make it easy but reckon the ticket number may possibly be internal to Split My Fare.

I think you have it back to front

The booking reference is actually the bit that's unique to Split My Fare, and something that won't mean anything (or be able to be looked up) by a TOC's Delay Repay system. It's the ticket number that will allow WMT to look up the details of the ticket in an industry database. The beginning of the code indicates that the ticket has been sold by Raileasy (Split My Fare is just the brand).

 

[Birmingham]

Would it be worth the OP also seeking refund of the additional ticket they mentioned they purchased [unnecessarily]?

 

[30907]

Would it be worth the OP also seeking refund of the additional ticket they mentioned they purchased [unnecessarily]?

Theoretically, yes, but if the ticket has been marked as used I doubt the issuer would accept the claim, and in any case there is normally an Admin fee

If WMR refuse the claim, the OP could raise the issue and they might make a goodwill gesture.