Refunding unused ticket in disruption

[moogal]

I attempted to travel into London this evening from Leighton Buzzard. I purchased an MKC - Euston travelcard from the ticket machine as I was potentially going back to Milton Keynes later that evening.
I stood on the platform for a while, and the previous train was still there, and an Avanti sat in platform 2, which was unusual. Nothing was moving. I learnt that there was some object caught in the overhead lines further south.
I gave it about 20 minutes and still nothing had moved, so decided to abandon the journey.

I went back to the ticket office and asked to refund the ticket as I had decided not to travel. The assistant told me that because of the April 2nd refund rules he couldn't refund me and I'd have to claim Delay Repay. This seemed odd, given I hadn't started the journey yet and as far as I understand it, Delay Repay is for when you did travel but arrived late due to disruption.

In the end I've sent the ticket via the Freepost address to LNR customer services with a covering letter explaining what's going on, but I'm quite confused as to why the ticket office couldn't just handle a refund there and then, given they were aware of the disruption? Did I do the right thing?

 

[800Travel]

I attempted to travel into London this evening from Leighton Buzzard. I purchased an MKC - Euston travelcard from the ticket machine as I was potentially going back to Milton Keynes later that evening.
I stood on the platform for a while, and the previous train was still there, and an Avanti sat in platform 2, which was unusual. Nothing was moving. I learnt that there was some object caught in the overhead lines further south.
I gave it about 20 minutes and still nothing had moved, so decided to abandon the journey.

I went back to the ticket office and asked to refund the ticket as I had decided not to travel. The assistant told me that because of the April 2nd refund rules he couldn't refund me and I'd have to claim Delay Repay. This seemed odd, given I hadn't started the journey yet and as far as I understand it, Delay Repay is for when you did travel but arrived late due to disruption.

In the end I've sent the ticket via the Freepost address to LNR customer services with a covering letter explaining what's going on, but I'm quite confused as to why the ticket office couldn't just handle a refund there and then, given they were aware of the disruption? Did I do the right thing?

I'm not familiar with travel cards, but I do know that one of the exceptions to the April 2nd refund rule changes is that tickets can still be refunded in the case of disruption. Personally, I would email in (there is always a chance of things getting lost in the post), but hopefully once they receive it, LNR customer services should process your refund.

Customer service at ticket offices is very variable, but if you, or anyone, runs into this issue again, the below may help:

https://www.nationalrail.co.uk/help-and-assistance/compensation-and-refunds/refunds-change/

Can I get a refund if I choose not to travel because my train service has been disrupted?​

Yes. If you do not travel or complete your journey because your train is delayed, cancelled or rescheduled you can claim a refund from the retailer that sold you your ticket.

 

[joncombe]

I thought the updated conditions still allowed a refund in the event of disruption and there was disruption. So it sounds like LNR were in the wrong or at least the staff you spoke to were. I hope you get it refunded having sent it by post.

 

[yorkie]

The West Midlands Trains ticket office staff member is completely wrong, however their behaviour does not surprise me, as it's consistent with the standards that are sadly the norm at many ticket offices.

I suggest you write to WMT customer relations to insist on a refund and an apology as well as assurances that the company will take reasonable measures to inform all staff of the rules.

(Had you bought it through the forum's ticketing site and experienced a refund issue, I would do my best to escalate it for you)

 

[moogal]

(Had you bought it through the forum's ticketing site and experienced a refund issue, I would do my best to escalate it for you)

The ironic thing is that because of the refund rules changes, I tend to not buy on-the-day tickets until I'm actually at the station in case my plans change!

In the letter I enclosed with the ticket, I explained what I had been told by the staff member and that in my view it was incorrect based on the situation.

 

[yorkie]

The ironic thing is that because of the refund rules changes, I tend to not buy on-the-day tickets until I'm actually at the station in case my plans change!

Agreed.

I may do the same however I would still rather buy from a website that offers decent customer service, than risk entering into a time consuming dispute with a train company.

These days with e tickets it's easier to buy online than go to a machine.... Unless of course you are requiring a Travelcard or other product that can't be issued with an e ticket.

In the letter I enclosed with the ticket, I explained what I had been told by the staff member and that in my view it was incorrect based on the situation.

Let us know how you get on.

 

[thejuggler]

Abndoned journey due to disruption is still a valid reason for a refund, whenever it is requested.

 

[moogal]

I've just realised that in my stressed state yesterday, I posted them the wrong ticket! Alongside all this, I was delayed on Wednesday and had a Delay Repay claim going - I've posted them the ticket from that by mistake!

Have sent an email to customer care explaining and asking what I should do next, else it's going to get far too confusing!

 

[Belperpete]

I've just realised that in my stressed state yesterday, I posted them the wrong ticket! Alongside all this, I was delayed on Wednesday and had a Delay Repay claim going - I've posted them the ticket from that by mistake!

Have sent an email to customer care explaining and asking what I should do next, else it's going to get far too confusing!

Did your email quote the reference numbers of both claims? If not, they may have trouble tracing them.

In essence, you have submitted the wrong ticket with the refund claim. Provided that you still have the correct ticket, the situation should be recoverable.

Did you include the correct ticket on the delay repay claim? Provided that you included the correct ticket, that claim should proceed as normal.

 

[moogal]

I gave them the reference for the other claim in the email - because I'd only posted the refund request the day before I don't have any reference for that yet.