Storm Eunice refunds - S W Railway

[leytongabriel]

Perhaps it's a bit early but does anybody know how these are working?
I had an advance ticket Portsmouth - Waterloo. Services completely suspended.There's a link on the disruption information page for refunds but
then the SW Railway refunds page says Advance tickets are not refundable.

 

[Bletchleyite]

Perhaps it's a bit early but does anybody know how these are working?
I had an advance ticket Portsmouth - Waterloo. Services completely suspended.There's a link on the disruption information page for refunds but
then the SW Railway refunds page says Advance tickets are not refundable.

Go back to the retailer. You may need to do it via customer services.

 

[Starmill]

If you bought the ticket from an SWR outlet, the form for a refund is here: https://www.southwesternrailway.com/contact-and-help/train-ticket-refunds

Just ignore anything trying to tell you that an Advance ticket isn't refundable - if your service isn't running any ticket type is refundable.

If you bought it from somewhere else you'll need to find their contact details. Using the automated service for Advance ticket refunds generally does not work (although some good ticket sellers make this easier than others).

 

[robbeech]

As Starmill says, retailers are mediocre at best (and some are terrible) at dealing with refunds during disruption. They (possibly deliberately) don’t tell you about your entitlement to a fee free refund on ALL tickets in the event of disruption and you not travelling. This leaves many people angry thinking they have wasted their money. It’s usually a long winded manual process to obtain what you’re entitled to, enough to put lots of people off.
However, as a positive point, with the exception of Trainline who frequently tell you your train did run and refuse a refund, most retailers will not hesitate to provide the refund promptly once you’ve found the right method to apply for it.

 

[[.n]]

Official SWR advice below (source email)

If you are unable to re-plan your journey and wish to rebook your journey at another time, you can do so with no administration fee. If you have tickets dated for travel on Friday 17, Saturday 18 and Sunday 19 February and decide not to travel, you will be able to obtain a refund with no administration fee. This may be able to be completed at your local ticket office but it depends on the type of ticket you purchased and where you originally purchased your ticket. You must apply for a refund within 28 days of the ticket's expiry date. More information on ticket refunds can be found here.