Northern Cancellation, Ticket refund rejection

[SockedBishop]

Hi,

I planned to travel Skipton to Whitehaven on the 25/02. My planned route using split ticketing:
1357 Skipton - Carlisle (via Settle). Advance single (paper ticket)
1706 Carlisle - Whitehaven. Advance single (barcodeticket purchased on Northern app)

The paper ticket was purchased last month and the barcode ticket was purchased on the morning of the 24/02

The 1357 Skipton - Carlisle was cancelled, so I didn't end up using the ticket for the journey Carlisle to Whitehaven.

When requesting a refund from Northern for just the QR ticket they rejected the initial request for a refund, after I mentioned that I was using split tickets they replied stating:

'The two journeys are booked separately therefore will be considered as different transactions and not a split journey. As the journey from Carlisle at 17:06 and arriving Whitehaven 18:16 on Wed, 25 Feb 2026 did not experience any delay or disruptions, we're unable to offer a refund.'

Am I entitled to a refund for this ticket?

 

[AlterEgo]

In short, yes. They're being difficult because they hate customers, something deeply ingrained in their culture. Ask to be escalated to a manager and if no joy consider a chargeback or taking the matter to the ombudsman.

 

[z444z]

Split Train Tickets | National Rail

If you split the train tickets for your journey, you might be able to save money for your journey.

www.nationalrail.co.uk

Maybe also draw their attention to the FAQ on this page of the National Rail website, which says:

Can I get a refund for my whole journey if I’m using split tickets?​

Yes. The same rules on delays and compensation apply to journeys made using multiple tickets.

 

[Trainman40083]

Does it affect anything with the tickets being bought at different times, through different systems? I envisaged a spilt ticket being two tickets bought at the same time.

 

[AlterEgo]

Does it affect anything with the tickets being bought at different times, through different systems?

No.

I envisaged a spilt ticket being two tickets bought at the same time.

No, split tickets do not have to be bought in the same transaction.

 

[SockedBishop]

Thank you guys for your responses! I'll reply back to Northern and see what they say

 

[SockedBishop]

I emailed Northern again mentioning what it says on the National Rail website as mentioned by @z444z and that due to a service cancellation I wouldn't have been able to make the 17:06 Carlisle to Whitehaven.

They replied with:

'I must clarify that as the two journeys were booked separately, they are considered distinct transactions rather than a split journey. Since the specific service from Carlisle at 17:06 to Whitehaven at 18:16 ran without any delays or disruptions, we are unable to offer a refund for that ticket under our current policy.'

I emailed National Rail Equiries asking
'When split ticketing do both tickets have to be purchased in the same transaction to be considered a split journey? Or can they be purchased on different days?'
They said to contact the retailer.
I emailed the Rail Ombudsman with the same question, they said to contact National Rail Enquires.

How do I take this up with the Rail Ombudsman? Is it a case of just asking Northern for a Deadlock letter then going to the Rail Ombudsman?

 

[z444z]

I must clarify that as the two journeys were booked separately, they are considered distinct transactions rather than a split journey. Since the specific service from Carlisle at 17:06 to Whitehaven at 18:16 ran without any delays or disruptions, we are unable to offer a refund for that ticket under our current policy.'

Completely incorrect but unsurprising.

How do I take this up with the Rail Ombudsman? Is it a case of just asking Northern for a Deadlock letter then going to the Rail Ombudsman?

Yes you need a letter of deadlock or for 40 working days to have elapsed since your initial complaint. https://www.railombudsman.org/

 

[yorkie]

Northern do not value their customers at all.

I would switch to a different retailer for future purchases.

Had you bought the ticket from us, a refund would not be quibbled, but if it was, letting someone such as myself know would have resulted in the matter being escalated, and you would have had the refund processed very quickly after!

How do I take this up with the Rail Ombudsman? Is it a case of just asking Northern for a Deadlock letter then going to the Rail Ombudsman?

Yes

 

[SaltAndVinegar]

To include in any complaint/escalation, the specific NRCoT condition is 29.2

If a delay or cancellation on any leg of your journey is the reason you could not complete your journey, you are entitled to a full refund on any Tickets held for that journey under Condition 30.1.

Then 14.2

you may use a combination of two or more Tickets to make a journey provided that the train services you use Call at the station(s) where you change from one Ticket to another.

As said above, nowhere is there any mention of needing to purchasing tickets together.

And the very existence of condition 14.4 would imply there are situations where people will purchase tickets separately to comply with 14.2; booked separately without a single itinerary.