LNER incompetence strikes again!

[therailwayking]

Never ending with LNER and their staff having no training on National Rail ticketing policies.

I had a train that was delayed by half an hour. I chose not to travel. Filed for a refund and of course it was rejected. The reason being 'refund policies changed so that refunds are only provided if the journey is cancelled by 2359 the day before the date of travel'.

I reply and say yes I know, but that's for tickets where there is no delay or cancellation. So they came back to me today and said as they were not the operator they can do nothing and I will need to claim DR from the operator.

This is NOT a delay repay claim! This is me simply returning my ticket back to the retailer because I didn't travel due to a delay. Its clear as day in the NRCoT that that is an allowed reason for a full refund.

I always have these battles with LNER. Its shocking they are either so ill trained or are wilfullt fobbing people off to deny refunds.

 

[yorkie]

Never ending with LNER and their staff having no training on National Rail ticketing policies.

I had a train that was delayed by half an hour. I chose not to travel. Filed for a refund and of course it was rejected. The reason being 'refund policies changed so that refunds are only provided if the journey is cancelled by 2359 the day before the date of travel'.

I reply and say yes I know, but that's for tickets where there is no delay or cancellation. So they came back to me today and said as they were not the operator they can do nothing and I will need to claim DR from the operator.

This is NOT a delay repay claim! This is me simply returning my ticket back to the retailer because I didn't travel due to a delay. Its clear as day in the NRCoT that that is an allowed reason for a full refund.

I always have these battles with LNER. Its shocking they are either so ill trained or are wilfullt fobbing people off to deny refunds.

Go back to them and state that they need to refund the monies due or you will go to the Ombudsman; ask if you are in deadlock.

Complaint

How to make a complaint

www.railombudsman.org

Next time, consider buying from the forum's ticketing site (powered by Trainsplit); the staff are knowledgeable and in any case, the system would automatically allow a full refund for a completely unused ticket where the data showed a delay. Staff intervention would only be required in more complex situations.

In the event of any problem with the forum ticketing site, you would have access to actual experts; if the retailer didn't solve it, you could also send me a message and I would contact the relevant people to ask them to help you.