Hook landslip ticket refund question

[Spongthrush]

Ticket: Off Peak Day Return Winchester-Waterloo for 21-Jan, bought from Virgin Trains Ticketing in Dec-22

Several days ago, given the state of the track and advice that it wouldn't be fixed, I tried to get a refund as I didn't fancy an elongated journey (in particular the late night return lack of options). Virgin wanted to charge me £10 for a refund. I thought that I'd email their customer services to seek a full refund. No reply as of last night so I tried Delay Repay on the SWR site.

SWR refused this and say I should go to original point of purchase. Called Virgin again who say that the correct way to get a refund is via SWR delay repay as the train did not operate.

So now I'm stuck. Any ideas?

 

[Watershed]

Ticket: Off Peak Day Return Winchester-Waterloo for 21-Jan, bought from Virgin Trains Ticketing in Dec-22

Several days ago, given the state of the track and advice that it wouldn't be fixed, I tried to get a refund as I didn't fancy an elongated journey (in particular the late night return lack of options). Virgin wanted to charge me £10 for a refund. I thought that I'd email their customer services to seek a full refund. No reply as of last night so I tried Delay Repay on the SWR site.

SWR refused this and say I should go to original point of purchase. Called Virgin again who say that the correct way to get a refund is via SWR delay repay as the train did not operate.

So now I'm stuck. Any ideas?

Did you travel? If so, then what you need to be claiming is Delay Repay. This is claimed from the operator at fault, i.e. SWR in this case.

If you didn't travel, then you are correct to claim a refund. This is claimed from the retailer that sold you your ticket, i.e. VTT in this case. There is no admin fee applicable for a refund if your booked train is cancelled or anticipated to be delayed, or (for most retailers) if you are advised not to travel.

Assuming the latter, did you make it clear to VTT that you were seeking a refund due to disruption? Their normal refunds process may assume you are seeking a refund due to a change of mind, which would indeed attract an admin fee of up to £10.

 

[Spongthrush]

Thanks Watershed. No I did not travel and planned not to last Monday (16th), five days prior to date of outbound which is when I started trying to get this sorted.

Yes have pointed out to VTT the landslip in my email and twice on the phone. Last call - where they suggested I claim Delay Repay - concluded with 'I'll try to escalate, suggesting that you get the £10 fee waived'.

 

[WesternLancer]

Thanks Watershed. No I did not travel and planned not to last Monday (16th), five days prior to date of outbound which is when I started trying to get this sorted.

Yes have pointed out to VTT the landslip in my email and twice on the phone. Last call - where they suggested I claim Delay Repay - concluded with 'I'll try to escalate, suggesting that you get the £10 fee waived'.

perhaps quote the disruption cancellation refund clause in the Nation Rail conditions of travel - https://www.nationalrail.co.uk/times_fares/conditions-of-travel.aspx

the section is easy to find and it's plain English so easy to understand I would hope - for the retailer that is.

 

[stuartl]

I had a cancelled advance from Bournemouth to Waterloo on the 16th, bought from East Midlands rail in December. Emailed them yesterday, quoting the relevant NRCoC rule, as their standard form charges £10 admin fee. Got a reply this morning to say fare being refunded to my credit card, no admin fee. Can't fault that for service.

 

[Spongthrush]

Thanks for the guidance, I'm losing the will to live with VTT.

After Sunday's call I had a nice message advising that I should fill in an online form and I'd get a full refund as no admin fee is payable. Today, I received a refund, minus the £10 fee.

I've just called VTT again, who understood and apologised but as they are a third party company, cannot refund the admin fee. I mentioned the NRCoC as suggested and they say they can't do anything, I have to email another customer services email address (the third different one they have fobbed me off with). I know it's only £10 but now I'm curious who VTT are (Trainline in disguise?)..

 

[Haywain]

now I'm curious who VTT are (Trainline in disguise?)..

No connection to Trainline. They are a Virgin branded company and, as far as I know, independent of any other retailer.

 

[Watershed]

Thanks for the guidance, I'm losing the will to live with VTT.

After Sunday's call I had a nice message advising that I should fill in an online form and I'd get a full refund as no admin fee is payable. Today, I received a refund, minus the £10 fee.

I've just called VTT again, who understood and apologised but as they are a third party company, cannot refund the admin fee. I mentioned the NRCoC as suggested and they say they can't do anything, I have to email another customer services email address (the third different one they have fobbed me off with). I know it's only £10 but now I'm curious who VTT are (Trainline in disguise?)..

It is irrelevant that they are a third party retailer; in the event of disruption, they are obliged to provide a full refund, without any admin fee being deducted, under condition 30.1 of the NRCoT - in just the same way as any other retailer.

Frankly I'd just do a partial chargeback for the remaining £10 at this point. If successful (which, hopefully, it should be) it will be the quickest and easiest way of getting back what you're owed.

 

[Adam Williams]

I've just called VTT again, who understood and apologised but as they are a third party company, cannot refund the admin fee

This is nonsense

 

[Starmill]

It sounds to me like Virgin Trains Ticketing are a disaster. This is the basics - they should know they're responsible for the refund.

 

[Adam Williams]

It sounds to me like Virgin Trains Ticketing are a disaster

I kinda assumed 90% of the customer base were folks who had been asleep under a rock when VTWC ceased to be

 

[zero]

Some people want to earn Virgin points.

 

[Haywain]

Some people want to earn Virgin points.

And some respond to advertising campaigns.