Storm Floris - Split Ticket Trouble

[hwqcgsw]

Hi all,

I’m looking for advice on a refund situation due to Storm Floris.

I was due to travel on 4 August from Edinburgh to Cardiff Central, using two separately booked tickets:

Edinburgh → Crewe with Avanti, booked via Trainline

Crewe → Cardiff Central with Transport for Wales, booked via LNER (I booked this leg separately to take advantage of cashback)

Avanti has cancelled all trains north of Preston for 4 August, and is advising passengers not to travel. I’ve therefore decided to abandon the journey entirely and apply for a refund.

Trainline should be fairly straightforward, I can select "train cancelled" and request a full refund for the Avanti portion. However, the second ticket (TfW, via LNER) is more complicated, as that train is still running and LNER has no knowledge that my first leg was cancelled. Would selecting "Other" as the reason in the refund form and explaining that my Avanti train (booked elsewhere) was cancelled be acceptable?

Alternatively, would it be better to submit the whole journey as a Delay Repay claim (despite the fact it was a cancellation) to Avanti?

Thanks in advance for any advice!

 

[Dirty_Mac]

Would selecting "Other" as the reason in the refund form and explaining that my Avanti train (booked elsewhere) was cancelled be acceptable?

Yeah.

 

[Snow1964]

Not delay repay unless you actually undertook the journey, but arrived at different time. If never actually started journey due to line closure then you want refund instead

 

[Watershed]

Although you are entitled to a refund on your second ticket, you may encounter difficulties getting this from LNER as their customer services may only want to look at the ticket you bought from them.

This highlights the risk associated with buying a series of split tickets for one journey from different retailers. I really wouldn't recommend it if you can help it.

 

[gray1404]

Have a look when see what happens with the TfW trains today. You may find there is disruption. If not though be sure to send LNER evidence of your disruption related refund through Trainline.

 

[hwqcgsw]

Just a quick update, LNER approved the full refund! Thank you all.

 

[yorkie]

That's fortunate, but in future, I strongly advise purchasing all tickets in one transaction from the same retailer.

Ideally you should purchase it as one through itinerary; the forum's site allows advanced options, such as where you change trains, additional interchange time, exclude or only include certain TOCs, and will split the journey if that is the cheapest way to do it.

Obtaining a through itinerary is good evidence of contractual entitlement to the overall journey, so it is well worth booking it as one journey in future.