Refunds due to the weather - clarification

[142094]

Was planning on going to Inverness today but there is no replacement bus service between Perth and Inverness and the Aberdeen - Inverness line is closed. I'm going on the information given to me by platform staff at Newcastle. All tickets were booked in advance.

I was due to get the 09.38 from Newcastle to Edinburgh, and this is now showing as over 60 mins late. From there I would have changed onto the 11.35 to Inverness. Tomorrow I would have travelled on the 07.55 from Inverness to London, then a train at around 19.00 from London back to Newcastle.

If possible could someone please clarify what to do. I understand that under East Coast's delay repay that you get a 100% refund on the outward ticket if your train is delayed by over 60 minutes, so I should get a full refund on this. However it does say that most advance tickets are sold on a "no-refund" basis. I was advised that tickets would be valid tomorrow (which is no help to me unfortunately), and then advised not to travel today.

The platform staff at Newcastle said I could still get a refund. I have all the details and forms ready to send off, I just need a bit of clarification on what I should be getting refunded to me.

TIA

 

[ChrisTheRef]

The "non-refundable" bit of an advance ticket applies to when you've bought it, then change your mind.

If you're delayed or can't travel, you're still entitled to the same refund as anybody on a walk-up ticket

 

[northwichcat]

Just remember that for delays the TOC only has to give you a rail travel voucher or refund for delays of over 30/60 minutes (depending on the TOC) if it is the fault of the railways e.g. broken down train, signalling problem, staff shortages. In instances of vandalism or adverse weather conditions they do not have to pay out for delays. However, if no trains run then they have to refund your ticket if you can't travel.

 

[ashworth]

I was wondering what happens regarding refunds for AP tickets, when a passenger is making a return journey, as they are sold as separate single tickets.

For example I will be travelling from Nottingham to London next Friday and returning on the Sunday, both journeys with AP tickets.
This is just a hypothetical question as I am hoping that there will be no problems with this journey.
However, if I was unable to make the journey down to London on the Friday because of bad weather conditions, I would not be there to make the return journey on Sunday.
I presume that although I may be able to claim a refund for the outward journey, if the weather is OK on the Sunday and trains are running normally, I would not be able to claim a refund for the return journey because it is classed as a separate ticket.

 

[Olympian]

Just remember that for delays the TOC only has to give you a rail travel voucher or refund for delays of over 30/60 minutes (depending on the TOC) if it is the fault of the railways e.g. broken down train, signalling problem, staff shortages. In instances of vandalism or adverse weather conditions they do not have to pay out for delays. However, if no trains run then they have to refund your ticket if you can't travel.

Yes that's the minimum requirement, but East Coast's Delay Repay scheme is much more generous (my bold)...

Our Delay Repay compensation scheme applies to all ticket types (including Season Ticket holders) and irrespective of what caused the delay. The scheme applies to all tickets, from daily tickets through to annual season ticket holders and the value of compensation will be calculated on an equitable basis for all.

Also relevant to the OP is their Refund section...

Cancelled or delayed trains

You can apply for a full refund on an unused ticket if your train is cancelled or if your seat reservation will not be honoured. You will not be charged an administration fee.

If you have purchased an Advance ticket and your train is cancelled or delayed by more than 60 minutes, special arrangements will be made to accommodate you on the another train (although a seat cannot be guaranteed). If however as a result of the service disruption you decide not to travel, a refund will be offered on completely unused tickets and you will not be charged an administration fee.

 

[Solent&Wessex]

We were advised at work yesterday that if passengers decided not to travel on account of the weather, they would be able to obtain a full refund (even if it was an Advance ticket) from the place where they purchased the ticket, and would not be charged an admin fee. Whether this will apply to other TOCs is a different matter.

 

[142094]

Right thank you for the help. I was told the same thing by the platform staff at Newcastle that I would be refunded, however this then contradicts the text on the website.

I'll be sending off the refund form tomorrow and they can sort it out. I'l let you know of the progress when I hear back. I'm also taking copies of the tickets as a few people have said NXEC would "lose" them regularly, and have also taken screen prints of their website which was still showing that trains were running to Perth and a bus service from there to Inverness at half 10 this morning.