LNER Book with confidence refund

[Deerfold]

Geetings again.

I'm wanting to cancel a booking with LNER under the Book with confidence scheme which applies to bookings until the end of November..

I can't find where it's hidden. All the refund options require me to claim something that isn't true. If I choose "Changed my mind" I'm told that refunds can only be made up to 12 hours after booking.

Anyone any ideas?

 

[ExpressTrain]

Whenever I’ve done it I’ve used this form

LNER Refund Claim Form

lner-refunds.fastrailticketing.com

Put in “cancel journey - exchange for evoucher” as the reason.

 

[Deerfold]

Whenever I’ve done it I’ve used this form

LNER Refund Claim Form

lner-refunds.fastrailticketing.com

Put in “cancel journey - exchange for evoucher” as the reason.

They don't make it easy, so they?

It suggests Advances can only be changed, not refunded - I didn't get that from the details of the scheme. I will be booking new journeys but by a slightly different route.

 

[Watershed]

They don't make it easy, so they?

It suggests Advances can only be changed, not refunded - I didn't get that from the details of the scheme. I will be booking new journeys but by a slightly different route.

They can't be refunded back to the payment method you used to pay for them. They can however be exchanged for a voucher.

 

[Haywain]

It suggests Advances can only be changed, not refunded - I didn't get that from the details of the scheme. I will be booking new journeys but by a slightly different route.

They will be refunded to eVouchers.

 

[Deerfold]

They will be refunded to eVouchers.

Yes, but you don't get to that form when you look at your booking and click on change/refund tickets. I'm not expecting a cash refund. I expected some way on their website to be able to do that. Silly of me.

== Doublepost prevention - post automatically merged: 30 Nov 2022 ==

They can't be refunded back to the payment method you used to pay for them. They can however be exchanged for a voucher.

That's fine, but I'd expect that to be an option you can see.

 

[mangyiscute]

Yeah I had big issues with doing it before where i submitted a refund request on the website because I thought that was the book with confidence scheme, but then was told to submit the form instead, and then the form asked for me to send a picture of my collected tickets cut in half but I hadn't even collected the tickets yet and I couldn't do so before the 6pm cut off - in the end there was a disaster on the ECML the next day so I got an automatic delay repay refund for 100% the cost of the tickets so there was no need for me to pursue it further, but it has put me off the book with confidence scheme

 

[Starmill]

it has put me off the book with confidence scheme

That is a shame, but given it is over after today, I imagine it won't arise again.

 

[Pemberton]

If you've bought advance tickets on or before today 30/11/2022, for use at a future date my reading is that 'Book With Confidence' still applies to those tickets. Is that right?

 

[Deerfold]

If you've bought advance tickets on or before today 30/11/2022, for use at a future date my reading is that 'Book With Confidence' still applies to those tickets. Is that right?

Yes. My issue is how difficult LNER send to make the process.

Have since discovered the vouchers can't be issued electronically to just on the website, either.

 

[Wallsendmag]

Yes. My issue is how difficult LNER send to make the process.

Have since discovered the vouchers can't be issued electronically to just on the website, either.

The voucher is added to your online account is it not?

 

[Deerfold]

The voucher is added to your online account is it not?

True. I was getting mixed up with a delay pay case I'm making.

I'm now wondering how I'm supposed to upload proof of my tickets. It won't accept the pdfs I've been sent - I think I'm going to have to screenshot the pdfs! I may finally start using another website to buy as LNER seems determined to make everything as hard as they can.

 

[Haywain]

I'm now wondering how I'm supposed to upload proof of my tickets. It won't accept the pdfs I've been sent - I think I'm going to have to screenshot the pdfs! I may finally start using another website to buy as LNER seems determined to make everything as hard as they can.

Don't you just enter your booking reference? It's been a while since I've used it, admittedly, but I don't remember any difficulty.

 

[Deerfold]

Don't you just enter your booking reference? It's been a while since I've used it, admittedly, but I don't remember any difficulty.

No. It needs booking reference, cost of tickets and evidence of tickets - there's two options and one must be chosen. Either upload pictures or mail in tickets. The upload doesn't accept pfds.

I'd expected I could just enter booking reference, but then I thought I'd be able to use the form on the website

 

[Wallsendmag]

Just use a snipping tool to copy the image from the PDF I have to say if we have the booking ref that really should be enough.

 

[Deerfold]

Just use a snipping tool to copy the image from the PDF I have to say if we have the booking ref that really should be enough.

There's 4 pdfs. It lets you upload 3 pictures.

Doable, but far more complicated than it needs to be. Along with why you can't just press a button in your account and have that all filled in.

How a random member of the public is supposed to manage it, I'm not sure.

 

[westv]

Did you buy the tickets via the LNER website? When I've had to ask for a voucher refund for tickets bought from them it's been dead easy.

== Doublepost prevention - post automatically merged: 1 Dec 2022 ==

If you did book via LNER then go to your journeys,
select the journey you want refunded
Select "Amend journey or claim a refund"
and then follow on from there and eventually you'll get
"You'll be pleased to know that since you originally selected eTicket delivery, we have everything we need to start reviewing your request.There is no need to send us any tickets or attachments. Please continue and submit your request."

 

[Haywain]

Did you buy the tickets via the LNER website? When I've had to ask for a voucher refund for tickets bought from them it's been dead easy.

== Doublepost prevention - post automatically merged: 1 Dec 2022 ==

If you did book via LNER then go to your journeys,
select the journey you want refunded
Select "Amend journey or claim a refund"
and then follow on from there and eventually you'll get
"You'll be pleased to know that since you originally selected eTicket delivery, we have everything we need to start reviewing your request.There is no need to send us any tickets or attachments. Please continue and submit your request."

We've moved on to Delay Repay claims now.

 

[Deerfold]

We've moved on to Delay Repay claims now.

No, apart from my one error, I'm still talking about the same refund.

== Doublepost prevention - post automatically merged: 1 Dec 2022 ==

Did you buy the tickets via the LNER website? When I've had to ask for a voucher refund for tickets bought from them it's been dead easy.

== Doublepost prevention - post automatically merged: 1 Dec 2022 ==

If you did book via LNER then go to your journeys,
select the journey you want refunded
Select "Amend journey or claim a refund"
and then follow on from there and eventually you'll get
"You'll be pleased to know that since you originally selected eTicket delivery, we have everything we need to start reviewing your request.There is no need to send us any tickets or attachments. Please continue and submit your request."

Was this with an advance? None of the categories they gave fitted my situation except for "changed my mind" which then gave me a warning it was only applicable to tickets booked in the last 12 hours.

 

[Haywain]

No, apart from my one error, I'm still talking about the same refund.

If you are seeking a refund on eTickets purchased from LNER there is absolutely no need to upload images of the tickets.

None of the categories they gave fitted my situation except for "changed my mind"

What's wrong with "Ticket no longer required"?

 

[westv]

No, apart from my one error, I'm still talking about the same refund.

== Doublepost prevention - post automatically merged: 1 Dec 2022 ==


Was this with an advance? None of the categories they gave fitted my situation except for "changed my mind" which then gave me a warning it was only applicable to tickets booked in the last 12 hours.

"Ticket no longer required/no longer travelling due to strike"
Edit: I see that Haywain beat me toit.

 

[Deerfold]

"Ticket no longer required/no longer travelling due to strike"
Edit: I see that Haywain beat me toit.

Because it's not because of a strike.

== Doublepost prevention - post automatically merged: 1 Dec 2022 ==

If you are seeking a refund on eTickets purchased from LNER there is absolutely no need to upload images of the tickets.

Then their form should not be asking for them and asking me how I'm going to return them. I'm not trying to make life any harder than LNER are already doing,

== Doublepost prevention - post automatically merged: 1 Dec 2022 ==

If you are seeking a refund on eTickets purchased from LNER there is absolutely no need to upload images of the tickets.

What's wrong with "Ticket no longer required"?

Because that's not all it says. Is that not only for if it's because of a strike?

 

[westv]

It's "ticket no longer required OR because of strike not AND because of strike.

 

[Haywain]

Because that's not all it says. Is that not only for if it's because of a strike?

Not as I read it, no.
Edit: I see that westv beat me to it!

 

[Deerfold]

It's "ticket no longer required OR because of strike not AND because of strike.

That's very badly worded, then.