Off-Peak Return, Return portion refund query

[A8wm5]

Hi,

On Wednesday 16th July LNER faced disruption due to the signalling system at Peterborough and advised that customers could choose not to travel by train and claim a full refund.

I held an Off-Peak Return ticket from Durham to Sunderland with 16-25 railcard, and travelled to Sunderland in the morning (during which I became aware of the disruption), and therefore used alternative transport (not rail replacement or ticket acceptance) to travel home. Therefore the outbound portion of my ticket was used, but the return portion was not.

LNER advised to request a refund from the point of purchase, but have now replied and said 'the return portion does not have a value'.

Can anyone advise on this please? I feel it is unfair if nothing will be offered by way of a partial refund given I only used the outbound leg and did not use the return leg due to disruption on their network.

Thank you

 

[jfollows]

You can claim the difference between your return (£7.55) and the single
fare (£6.95) less an admin fee of not more than £5.

So, unfortunately, about nothing.

But no admin fee in case of disruption or rescheduling as pointed out below.

 

[Bletchleyite]

You can claim the difference between your return (£7.55) and the single fare (£6.95) less an admin fee of not more than £5.

Disruption refunds do not incur an admin fee. Though I believe LNER has form for incorrectly applying one even where a disruption refund was requested.

I *thought* but am not 100% sure that a disruption refund for a return ticket is at 50% of its value rather than the difference between return and single, though - can anyone clarify that for certain?

 

[jfollows]

I *thought* but am not 100% sure that a disruption refund for a return ticket is at 50% of its value rather than the difference between return and single, though - can anyone clarify that for certain?

All I can find is https://www.nationalrail.co.uk/tick...-super-off-peak-tickets-terms-and-conditions/

8.3 The refund amount will normally take into account any use you have made of the ticket and in some circumstances no refund will be paid.

It seems that in this case @A8wm5 is due at least 60p.

 

[Watershed]

If the return journey is abandoned due to disruption, you are entitled to a 50% refund as a matter of industry policy - which reflects the position under consumer law and the PRO.

@A8wm5 did you make clear to the retailer that you were seeking a refund due to disruption, rather than a change of plans?

 

[jfollows]

If the return journey is abandoned due to disruption, you are entitled to a 50% refund as a matter of industry policy - which reflects the position under consumer law and the PRO.

@A8wm5 did you make clear to the retailer that you were seeking a refund due to disruption, rather than a change of plans?

That’s good to know; is it written anywhere a passenger might be able to see it? I couldn’t find anything, but that could simply be my failure.

 

[A8wm5]

Thanks everyone

Disruption refunds do not incur an admin fee. Though I believe LNER has form for incorrectly applying one even where a disruption refund was requested.

I *thought* but am not 100% sure that a disruption refund for a return ticket is at 50% of its value rather than the difference between return and single, though - can anyone clarify that for certain?

I thought it would be a 50% refund too, but can't find it saying this anywhere.

If the return journey is abandoned due to disruption, you are entitled to a 50% refund as a matter of industry policy - which reflects the position under consumer law and the PRO.

@A8wm5 did you make clear to the retailer that you were seeking a refund due to disruption, rather than a change of plans?

Yeah, I advised it was due to the disruption and sent the page where it said you could get a refund due to the disruption. Have you got any links I can provide to LNER as evidence please re the 50% industry policy?

 

[Watershed]

It is in the Refunds - Disruption page of the internal KnowledgeBase:

Severe Disruption Refunds​

When train services have been cancelled or severely delayed, National Rail Conditions of Travel Condition 30.1 allows customers to claim a full refund from the original retailer with no administration fee being charged. Claims and surrendered unused tickets can be submitted at any ticket office and forwarded to the original retailer as appropriate or the customer advised to send to the original retailer direct.

Passenger Journey Tickets​

The following special conditions apply to refunds under Condition 30.1.

The administration fee should be waived by the Train Company or retailer making the refund, regardless of ticket type held.
...

• Return (Off-Peak or Anytime) portion of ticket unused: Refund 50% of price paid for the return ticket

I can't link to it but there can be no doubt it is the industry policy.

 

[jfollows]

Thank you for that.

 

[A8wm5]

It is in the Refunds - Disruption page of the internal KnowledgeBase:



I can't link to it but there can be no doubt it is the industry policy.

Thank you - that is really helpful!

 

[A8wm5]

It is in the Refunds - Disruption page of the internal KnowledgeBase:



I can't link to it but there can be no doubt it is the industry policy.

Thank you @Watershed - they refunded half the ticket cost per the industry policy you shared

 

[Watershed]

Thank you @Watershed - they refunded half the ticket cost per the industry policy you shared

Glad to hear it