Refund for strike day - Advance ticket

[trainophile]

Have had an email from Trainsplit regarding a booking I made for 30th September, advising that my journey will be cancelled. Due to the strike I have abandoned my intended journey and will not now be travelling. They offer me the chance to claim a refund, but on clicking on "I don't wish to travel, claim refund now", I am taken to a page stating:

If you're refunding an advance ticket, you'll need to know some details about the replacement booking you've made. You'll need the email address the purchase was made under as well as the booking reference.

To claim a refund on Advance tickets you must re-book before the original travel date/time for the same journey (the origin, destination and passengers must remain the same).

I have plenty of other trips to the same destination already booked, and would simply like a refund for this one as I do not need to buy a replacement ticket. Is a refund for an Advance ticket in this situation not permitted even though it's not my fault my trains aren't running?

 

[alistairlees]

You are entitled to a full refund with no fees. I’m sure trainsplit know this and will help you!

 

[trainophile]

You are entitled to a full refund with no fees. I’m sure trainsplit know this and will help you!

I thought so. Means I can't use their form though, and have to email them like I usually end up doing.

 

[HarryF]

I had the same message asking me to provide details of the replacement journey. I sent an email to customer.support@trainsplit.com and within half an hour had an email back confirming the refund.
Amazing service from TrainSplit!

 

[trainophile]

I agree their service is second to none, but they do need to make their claim forms workable for all situations.

== Doublepost prevention - post automatically merged: 24 Sep 2023 ==

Just trying to do an online refund request from Trainsplit for 4th October, having re-booked my journey for 3rd.

The claim form needs to see my tickets, which is fair enough, and lists the four tickets that make up my journey that they require photos of, but included at the end are two Plus Bus tickets, which I didn't purchase and don't have. The value totalled in the box where I selected which journey it is shows the correct total without any addition Plus Bus tickets, so where it has got those from I have no idea.

So once again I will have to use the email alternative, which I know gives them extra work, but I suspect my claim would be rejected if I don't include the tickets I didn't buy and don't have.

 

[Adam Williams]

Just to close the loop on this one (I think I summarised some of the below in a support ticket response, but for the benefit of the forum thread):

but included at the end are two Plus Bus tickets

The PlusBus tickets being listed there is a bug, and will be resolved hopefully soon when I get around to making sure my fix works correctly.

To claim a refund on Advance tickets you must re-book before the original travel date/time for the same journey (the origin, destination and passengers must remain the same).

I think this is generic wording for change of journey refunds and shouldn't be interpreted as applying for disruption refunds. Back when we didn't have quite so many abandoned journey refunds, it wasn't so much of a problem but given all the strike action there's an argument to qualify it all a bit more, really.

So once again I will have to use the email alternative, which I know gives them extra work

It's genuinely not a problem, please don't hesitate to email!

I suspect my claim would be rejected if I don't include the tickets I didn't buy and don't have.

The customer support team should be aware of the PlusBus issue, and shouldn't require anyone to send in photos of tickets they haven't actually purchased.