Railcard- replacement ticket refund

[setdown]

Hi, will appreciate your advice on this. My girlfriend bought a return ticket using the GWR app for Winchester to Oxford. She had a 16-25 railcard applied to the ticket. However, upon arriving at the station she realised she had forgotten her railcard, so she bought a replacement return ticket at the station at full price. She travelled with crosscountry, and kept all the tickets.

Who would she get in touch with to get a refund on the undiscounted ticket, in accordance with the new policy here? Would it be SWT since they sold her the new ticket, or crosscountry as she travelled with them, or GWR since she bought the original railcard-discounted ticket from them? She was told by the staff that sold her the new ticket at Winchester that they couldn't do anything for her. Many thanks!

 

[Elecman]

Why didn't she just ask the staff to excess the ticket at the earliest opportunity to full price rather than buying a complete new ticket?

 

[island]

Why didn't she just ask the staff to excess the ticket at the earliest opportunity to full price rather than buying a complete new ticket?

That isn't officially a thing you can do (though the TIS and some staff will do it). The OP's girlfriend has acted entirely correctly in obtaining a new ticket.

The old unused one can be refunded by whomever sold it, in this case GWR, within 28 days of the first day of validity. She should post the tickets (both the original ones and the replacements, if still held, or a receipt if not) with a covering note and a telephone number to Freepost GWR Refunds.

 

[Puffing Devil]

Just to add to island's posting:

Copy the tickets, or take photos on a phone before sending and get at least a Proof of Posting (free) or Signed For service.

Also, if the ticket value is more than £20 you may want to consider using an insured service case they get lost in the post.