split ticketing

[Haywain]

No just I'm just enquiring about this cancelled ticket, can you advise if I can get a refund please?

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I'm a bit baffled by this, I've done this as split ticketing 3 changes 4 trains, using the train split website I'm enquiring only about the 1st train which was cancelled and is one whole ticket. The other train are not affected as they are different services and operators. All I need to know is can I claim or not and how/who I claim from?

For someone seeking help you are making this matter rather difficult.

 

[Bletchleyite]

There was no delay just that cancellation as per the picture I posted above. I have no idea how to post the thing on here as its very long.

Just copy and paste all of it into a post and delete any personal information.

 

[yorkie]

No just I'm just enquiring about this cancelled ticket, can you advise if I can get a refund please?

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I'm a bit baffled by this, I've done this as split ticketing 3 changes 4 trains, using the train split website I'm enquiring only about the 1st train which was cancelled and is one whole ticket. The other train are not affected as they are different services and operators. All I need to know is can I claim or not and how/who I claim from?

Sorry, to be clear this was the return journey and it was supposed to be from Derby to Hamilton but you got a lift from Derby to Crewe, and made the journey between Crewe and Hamilton on time?

Was Derby to Crewe a ticket in its own right? If so you can get a refund on that one ticket.

If you can state exactly what tickets were held, that would be useful.

 

[1lor]

Sorry, to be clear this was the return journey and it was supposed to be from Derby to Hamilton but you got a lift from Derby to Crewe, and made the journey between Crewe and Hamilton on time?

Was Derby to Crewe a ticket in its own right? If so you can get a refund on that one ticket.

If you can state exactly what tickets were held, that would be useful.

Yes return journey

Derby to Crewe - East Midlands operator
Crewe to Preston, Avanti operator
Preston to Motherwell avanti operator
Motherwell to Hamilton scotrail operator

Rest of my journey is not affected it's split ticketing all different train operators.

 

[Haywain]

Yes return journey

Derby to Crewe - East Midlands operator
Crewe to Preston, Avanti operator
Preston to Motherwell avanti operator
Motherwell to Hamilton scotrail operator

Rest of my journey is not affected it's split ticketing all different train operators.

Was Derby to Crewe covered by a single or the return portion of a return ticket?

 

[AlterEgo]

Yes return journey

Derby to Crewe - East Midlands operator
Crewe to Preston, Avanti operator
Preston to Motherwell avanti operator
Motherwell to Hamilton scotrail operator

Rest of my journey is not affected it's split ticketing all different train operators.

Was the Derby to Crewe ticket a Single?

 

[1lor]

Was Derby to Crewe covered by a single or the return portion of a return ticket?

I bought my tickets as return journey on a single booking the cancellation happened on the returned journey only all I did was got a lift to Crewe I was on time it's just the cancelled ticket I'm asking about.

 

[Haywain]

I bought my tickets as return journey on a single booking the cancellation happened on the returned journey only all I did was got a lift to Crewe I was on time it's just the cancelled ticket I'm asking about.

We are really trying, very hard, to provide an answer but we need the right information before we can do that.

 

[AlterEgo]

I bought my tickets as return journey on a single booking the cancellation happened on the returned journey only all I did was got a lift to Crewe I was on time it's just the cancelled ticket I'm asking about.

Please just post the tickets and itinerary.

 

[1lor]

We are really trying, very hard, to provide an answer but we need the right information before we can do that.

Ok I'll try and post the actual photos I'm using a mobile phone to do this.

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Try this paper copy

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And this

 

[AlterEgo]

Ok I'll try and post the actual photos I'm using a mobile phone to do this.

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Try this paper copy

So you didn’t use a single, you used a return portion of a return!

What was the price of the ticket and was it an off peak or anytime return?

 

[1lor]

So you didn’t use a single, you used a return portion of a return!

What was the price of the ticket and was it an off peak or anytime return?

I said I bought the tickets as return journey I was traveling to Derby and back again to Hamilton. It's just the one train that was cancelled.

 

[SickyNicky]

So you didn’t use a single, you used a return portion of a return!

What was the price of the ticket and was it an off peak or anytime return?

It says in the photo, Off peak return, £22.70.

 

[1lor]

I just selected the date and time I wanted to travel and it did the rest.

 

[AlterEgo]

I said I bought the tickets as return journey I was traveling to Derby and back again to Hamilton. It's just the one train that was cancelled.

And, for clarity, you used the other portion of the off peak return on the other portion of your trip? So, of the return Crewe-Derby ticket, one portion is used and one is unused?

 

[1lor]

And, for clarity, you used the other portion of the off peak return on the other portion of your trip? So, of the return Crewe-Derby ticket, one portion is used and one is unused?

I travelled at the times stated on each ticket there is only ONE that was cancelled, there were no delays? I've posted the picture of what it said above that's the only train I was not able to get on.

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can I claim for this cancellation?

 

[yorkie]

I travelled at the times stated on each ticket there is only ONE that was cancelled, there were no delays? I've posted the picture of what it said above that's the only train I was not able to get on.

As the train was cancelled and the return portion was unused, you can get a refund of half the cost of the return ticket.

You need to be really clear with Raileasy what happened. A lot of the things you've posted are not relevant and not required information but we've struggled to obtain the information that is relevant.

Something like this should suffice:

"Dear Sir/Madam,

I write to you regarding booking ref <reference>.

Due to the cancellation of the <train details> train, I chose not to use the return portion of my <ticket details> ticket; instead I used alternative transport for this portion of my journey.

Therefore can you please issue a refund of <amount> which is the value of the unused return portion of this ticket.

Yours faithfully"

Next time, my advice would be to make the journey on the next available services (seek staff assistance) and claim delay compensation for the whole journey. In this case you would have probably* got £47.75 instead of £11.35, albeit at the expense of a delay.

If my arrival time is critical I generally book an earlier departure than I need, and accept the delay compensation, rather than incur additional expense in trying to avoid a delay, as this works out better, I find. But that's personal choice.

(* based on a 1 hour delay; in practice the actual delay may be longer or shorter than this depending on the arrangements in place and next available services)

 

[1lor]

As the train was cancelled and the return portion was unused, you can get a refund of half the cost of the return ticket.

You need to be really clear with Raileasy what happened. A lot of the things you've posted are not relevant and not required information but we've struggled to obtain the information that is relevant.

Something like this should suffice:


Next time, my advice would be to make the journey on the next available services (seek staff assistance) and claim delay compensation for the whole journey. In this case you would have probably* got £47.75 instead of £11.35, albeit at the expense of a delay.

If my arrival time is critical I generally book an earlier departure than I need, and accept the delay compensation, rather than incur additional expense in trying to avoid a delay, as this works out better, I find. But that's personal choice.

(* based on a 1 hour delay; in practice the actual delay may be longer or shorter than this depending on the arrangements in place and next available services)

Thanks.

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They are saying I need to claim from train operator and not them as the retailer is that correct?

 

[221129]

Thanks.

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They are saying I need to claim from train operator and not them as the retailer is that correct?

You need to claim from the retailer.

 

[Watershed]

Thanks.

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They are saying I need to claim from train operator and not them as the retailer is that correct?

Refunds (returning your ticket because it's partially or fully unused) are claimed from the retailer.

Delay Repay (compensation if you do use your ticket but are delayed) is claimed from the train operator.

In this case it appears you're after a refund because you did not use the return portion of your Crewe-Derby ticket. So you are correct to claim from the retailer.

 

[SickyNicky]

The retailer is aware of this thread, so they are expecting you to contact them again if you haven't already.

 

[1lor]

Refunds (returning your ticket because it's partially or fully unused) are claimed from the retailer.

Delay Repay (compensation if you do use your ticket but are delayed) is claimed from the train operator.

In this case it appears you're after a refund because you did not use the return portion of your Crewe-Derby ticket. So you are correct to claim from the retailer.

Well they are refusing to do anything here. Is there any laws I can quote to them to force them to pay it?

 

[221129]

Well they are refusing to do anything here. Is there any laws I can quote to them to force them to pay it?

If you contact them again with an understandable version of events then they will be able to help you. It already seems as though @SickyNicky has made them aware for you...

 

[yorkie]

Well they are refusing to do anything here. Is there any laws I can quote to them to force them to pay it?

Did you say what I suggested in post #77?

 

[Paul Kelly]

As the train was cancelled and the return portion was unused, you can get a refund of half the cost of the return ticket.

Is this in writing anywhere? I just had a look through the NRCoT and Section 30 (on refunds due to deciding not to travel because of disruption) doesn't seem to cover the situation with part-used tickets. Unlike Section 29 above (refunds due to choosing not to travel) which is fairly clear that in that case, the refund is the difference between the return and single fares.

 

[yorkie]

Is this in writing anywhere? I just had a look through the NRCoT and Section 30 (on refunds due to deciding not to travel because of disruption) doesn't seem to cover the situation with part-used tickets. Unlike Section 29 above (refunds due to choosing not to travel) which is fairly clear that in that case, the refund is the difference between the return and single fares.

I was actually told this by a retailer (for whom I was providing some fares related advice a few years ago, though often in such discussions I learn things too!), and it was news to me at the time. I have since discovered it documented in iKB (under Refunds – Disruption). It isn't referenced in the NRCoT, so customers cannot state a contractual requirement.

It only applies during disruption; a passenger has no such right to a 50% refund if the customer simply chose not to travel of their own accord without any disruption occurring. It is also apparently at the discretion of the company who sold the ticket.

 

[Wallsendmag]

I was actually told this by a retailer (for whom I was providing some fares related advice a few years ago, though often in such discussions I learn things too!), and it was news to me at the time. I have since discovered it documented in iKB (under Refunds – Disruption). It isn't referenced in the NRCoT, so customers cannot state a contractual requirement.

It only applies during disruption; a passenger has no such right to a 50% refund if the customer simply chose not to travel of their own accord without any disruption occurring. It is also apparently at the discretion of the company who sold the ticket.

I think you may have missed the word "severe" from the section on disruption which on the face of it changes the conditions. Although severe disruption is then catagorized byt trains being cancelled or severely delayed.

"The following special conditions apply to "severe disruption" refunds:"

 

[MikeWh]

Well they are refusing to do anything here. Is there any laws I can quote to them to force them to pay it?

Did you miss the post made 1 minute before this?

The retailer is aware of this thread, so they are expecting you to contact them again if you haven't already.

 

[1lor]

Did you miss the post made 1 minute before this?

I'll write to them tomorrow, quoting the above letter posted earlier

 

[Paul Kelly]

I think you may have missed the word "severe" from the section on disruption which on the face of it changes the conditions.

So what then is the situation with refunds to part-used tickets in the case of non-severe disruption? This is specifically described in the NRCoT as "If the train you intended to use is cancelled, delayed, or your reservation will not be honoured". It seems really odd that the case of part-used tickets is simply not mentioned.