Northern Rail won't refund

[squidier]

I bought a paper ticket (via the NR website) in February but the train was cancelled and I had to get one more than an hour later. I didn't realise at the time that I could get a refund so threw the paper ticket away.
I then got an email from NR to say that I was entitled to a refund, stupidly I didn't read all the way to the end of the message so missed the link for the automatic refund. so started a claim manually online.
As I didn't have the paper ticket any more, I sent the expense receipt from my online account as evidence of ticket purchase.

I then went back to the original email and also started the automatic refund - so had 2 refund ticket numbers.

They are now saying that I cannot have a refund without a photo of the paper ticket - is that right? If not, how do I proceed.

 

[gray1404]

You are not entitled to a refund. You would be entitled to a refund if the ticket was unused. However you used it.

You are therefore entitled to delay repay compensation as you travelled and encountered a delay. Northern are therefore correct to deny a refund application. A delay repay claim must be made within 28 days of travel.

What date in February was the journey? It may be worth seeing if the links in the automated delay repay email still work and enable you to claim. Failing that you need to submit a manual dealy repay claim. Some train companies allow a booking confirmation to be used as proof of having a ticket. You could see if Northern allow you to attach the booking confirmation.

 

[squidier]

Sorry - wrong terminology - I submitted a delay repay claim, and did it within the time.
The link in the auto delay email doesn't work anymore.
I have already sent in the 'Expense receipt' but they need the ticket number.

 

[Fawkes Cat]

Sorry - wrong terminology - I submitted a delay repay claim, and did it within the time.
The link in the auto delay email doesn't work anymore.
I have already sent in the 'Expense receipt' but they need the ticket number.

Check - is it specifically the ticket number they need, or is it the collection reference? If you bought a paper ticket online then you must have the collection reference to have got the ticket from the machine or ticket office. And I know that TPE (a different company from Northern) can rely on the collection reference so it's possible (but not certain) that Northern can too.

 

[squidier]

It was bought online then the paper ticket was posted - no collection ref.

To quote from NR:
"Please provide a photo or scan of your travel ticket(s). Ticket images must display the ticket number, journey details and the price paid. If you have multiple tickets for your journey, you will need to provide an image of each ticket, showing individual prices and ticket numbers. Note that Booking Confirmation e-mails or Expense Receipts do not show all the above information and so cannot be accepted as evidence."

 

[yorkie]

What was the value of the ticket?

When was the journey made, and on what date did you submit the claim?

For future reference, I recommend either obtaining an e-ticket (where available) or taking a photo of a paper ticket before you embark on the journey. I very rarely get paper tickets these days, but when I do, I try to remember to take a photo straight away, in case I need it for any reason.

 

[Fawkes Cat]

t was bought online then the paper ticket was posted - no collection ref.

It says something about me that I had forgotten that tickets could be posted. Sorry for not having provided helpful advice!