Refunds from TOC's (specifically FGW)

[garnon]

Can someone advise please.

FGW (Customer Services - Plymouth) recently returned my claim for a refund (during the flooding - I did not travel) stating I ought to return the ticket to its place of origin, in this case Red spotted Hanky.

In view of clause 26a....(below)...is their advice strictly correct? Should I persist with FGW? I've read about RSH's customer service and keen to avoid that route.

"National Rail Conditions of Carriage (Condition 26a) entitles a customer whose train is delayed or cancelled or whose reservation cannot be honoured, to an immediate full refund for any wholly unused ticket if they present the ticket to any ticket office."

 

[yorkie]

Can someone advise please.

FGW (Customer Services - Plymouth) recently returned my claim for a refund (during the flooding - I did not travel) stating I ought to return the ticket to its place of origin, in this case Red spotted Hanky.

In view of clause 26a....(below)...is their advice strictly correct? Should I persist with FGW? I've read about RSH's customer service and keen to avoid that route.

"National Rail Conditions of Carriage (Condition 26a) entitles a customer whose train is delayed or cancelled or whose reservation cannot be honoured, to an immediate full refund for any wholly unused ticket if they present the ticket to any ticket office."

Were you at a ticket office at the time? If so, I don't quite understand how Customer Services got involved? Are you saying the station took the ticket and forwarded it to Customer Services?

 

[garnon]

Were you at a ticket office at the time? If so, I don't quite understand how Customer Services got involved? Are you saying the station took the ticket and forwarded it to Customer Services?

I purchased the ticket online from Red Spotted Hanky.

FGW subsequently issued advise asking passengers not to travel. So I did not travel.

I therefore returned my ticket to FGW customer services - given it was their service and their advise NOT to travel.

Am I compelled to return my ticket to RSH for refund ?

 

[bb21]

Condition 26(a) applies "at the time". It is not very well defined what happens if you were not at the station at that time.

If you submitted a refund request after the event you should follow Condition 26(b) and submit it to the retailer. Some customer service departments would forward such requests to the retailer but I don't think they have done anything wrong by asking you to do it yourself.

 

[hairyhandedfool]

If you went to the station at the time of travel and then decide not to travel because FGW advised you not to (or because of delay/cancellation), Condition 26a applies and the ticket office staff at the station would have to arrange for the refund to be processed (it only has to be an immediate refund if they are in a position to give it).

If you never went to the station or applied at another time (within 28 days), Condition 26b applies and in that case you would be expected to return the ticket to the retailer (in this case RSH). In some cases of 26b, the ticket office at a station might forward the ticket(s) for you, but this might take longer than sending it yourself.

 

[garnon]

Thanks for that. Helpful.