Refunding Advance Singles due to Illness

[Dirty_Mac]

Hi all. I bought several advance singles for today using this forum's booking site. However, I've been bedridden since yesterday evening with the flu, meaning I am unable to make the journey. (I was quite looking forward to it too.)

I've contacted Trainsplit for a refund, however, they're asking for "an appointment letter or any form of medical documentation," which I currently do not have. I have called NHS 111 last night when I was feeling my worst but my symptoms have lessened. I'm visiting so it's hard to get set up with a GP. What's my best course of action? Missing out on my plans suck and I don't want to be short £50 on top of that.

 

[lehovec]

Is it past departure time for the advance ticket? The best course of action is to try and change them for future date and pay £10 + fare difference.
Very technically they are non refundable, them offering refund is above T&C's.

Where I live we have AirMid app (that shows your NHS history). Your call to 111 will be recorded on there and you would be able to print/attach to your correspondence. I would imagine this would be enough.

 

[Dirty_Mac]

Is it past departure time for the advance ticket? The best course of action is to try and change them for future date and pay £10 + fare difference.

Unfortunately it's past departure time. There was about an hour this morning where I felt okay enough to go out anyway but my travel companions insisted I stay home and rest.

By the way, I'm currently in Scotland. I'll look into ways of accessing my call history.

 

[transportphoto]

Unfortunately any refund in these circumstances is goodwill. Advance tickets are non-refundable, only exchangeable for a fee up to the point of departure. After departure, unused tickets become worthless.

When we buy non-refundable tickets, we have to acknowledge there is a risk that we may lose money if we’re suddenly unable to use them (e.g. unexpected ill health).

You’ve no further recourse other than to rely on goodwill.

 

[Adam Williams]

TrainSplit have an agreement with the train operators/RDG to offer refunds on (ordinarily non-refundable) Advance tickets for medical reasons or in cases of bereavements, but as this falls outside of the standard ticket terms and conditions the policy requires that a form of evidence is provided by the customer. The "robustness" of this process gets audited (based on a sample of refunds) by RDG on a semi-regular basis, so there isn't really that much room for discretion.

When we buy non-refundable tickets, we have to acknowledge there is a risk that we may lose money if we’re suddenly unable to use them (e.g. unexpected ill health).

Unfortunately, this is the reality of it. Advances have their place, but this is one of their downsides. It's important to consider that risk when choosing between a flexible, walk-up ticket and an Advance.

== Doublepost prevention - post automatically merged: 17 Feb 2025 ==

The best course of action is to try and change them for future date and pay £10 + fare difference.

TrainSplit / the forum's ticketing site only charges a maximum of £5 for Change of Journey refunds.

 

[lehovec]

TrainSplit / the forum's ticketing site only charges a maximum of £5 for Change of Journey refunds.

Did not know this, good to know, thank you.

 

[Alex-B]

It's really good news that you called 111. Every time you do so (rather than use the online service) a summary of the consultation is sent electronically to your GP record. So you should be able to log onto the NHS app (if you've enabled online records access) to get a copy of the document: I think it's called something like an "NHS 111 Disposition Summary".

If you don't have online records access or can't find the document, you'll need to pop into your GP surgery (with photo ID) and ask them to print a copy out for you or to send you a digital copy.

If it's got stuck somewhere and hasn't made it to your GP you can contact the access to health records service of your local NHS 111 provider and ask them for a copy, but that may take longer.

 

[35B]

TrainSplit have an agreement with the train operators/RDG to offer refunds on (ordinarily non-refundable) Advance tickets for medical reasons or in cases of bereavements, but as this falls outside of the standard ticket terms and conditions the policy requires that a form of evidence is provided by the customer. The "robustness" of this process gets audited (based on a sample of refunds) by RDG on a semi-regular basis, so there isn't really that much room for discretion.



Unfortunately, this is the reality of it. Advances have their place, but this is one of their downsides. It's important to consider that risk when choosing between a flexible, walk-up ticket and an Advance.

Interestingly, when refunding a booking made with a TOC following a family bereavement - and frankly not expecting anything - I received a full refund with no validation of what I'd entered in the form.

 

[Sonic1234]

Was your train delayed? Any delay qualifies as disruption for a refund.

This is possibly a case where buying from a TOC is better, their overstretched customer relations department who takes a month to reply to an email will probably dole out a refund or a voucher to close the case quickly.

I received a full refund with no validation of what I'd entered in the form.

One of the mysteries of online purchasing, you send off a form into the ether and you don't know the thinking behind the decision making. Maybe they don't feel they can question it, or an admin assistant pressed approve in error, or someone misread it, or the IT systems can't actually enforce the Ts&Cs (a common one with banks) etc......

 

[GarethC]

It's really good news that you called 111. Every time you do so (rather than use the online service) a summary of the consultation is sent electronically to your GP record. So you should be able to log onto the NHS app (if you've enabled online records access) to get a copy of the document: I think it's called something like an "NHS 111 Disposition Summary".

If you don't have online records access or can't find the document, you'll need to pop into your GP surgery (with photo ID) and ask them to print a copy out for you or to send you a digital copy.

If it's got stuck somewhere and hasn't made it to your GP you can contact the access to health records service of your local NHS 111 provider and ask them for a copy, but that may take longer.

One thing to note is that the OP has said they are in Scotland so they will have contacted NHS 24 which is the service NHS Scotland operate via 111. There may be a process to link up between the two separate healthcare systems, but it might not be as automatic as if you called the NHS England 111 service whilst resident in England and registered with an NHS England contracted GP.

Gareth

 

[Alex-B]

One thing to note is that the OP has said they are in Scotland so they will have contacted NHS 24 which is the service NHS Scotland operate via 111. There may be a process to link up between the two separate healthcare systems, but it might not be as automatic as if you called the NHS England 111 service whilst resident in England and registered with an NHS England contracted GP.

Gareth

Fair point. In that case NHS 24 name what they normally send to your GP following a call a "clinical care summary", and if your GP hasn't got it you can ask NHS 24 for a copy of the record using the contact details at https://www.nhs24.scot/contact-us/data-protection/

 

[Dirty_Mac]

Update: Thanks everyone! I got the evidence from NHS 24 and they're giving me a refund!