Storm Floris (Trip.com)

[wijit]

Good evening all.
Slightly different to the other thread, but with some parallels.
I booked a ticket via Trip.com from Dunfermline Queen Margaret to Guide Bridge.
The journey was as follows;
Monday 4th August.
Dunfermline to Haymarkey (Scotrail) 1806 (arr 1840)
Haymarket to Preston (Avanti) 1857 (arr 2115)
Preston to Manchester Piccadilly (Northern) 2124 (arr 2215)
Piccadilly to Guide Bridge (Northern) 2233 (arr 2243)

The Scotrail and Avanti legs were both cancelled due to the storm, and obviously this meant I couldn’t make the onward leg from Preston.I eventually travelled on Tuesday 5th August.

Both tickets were Advance Singles. The total cost was £18:30.

Because I couldn’t make the Preston to Guide Bridge leg, I had to buy another ticket at the cost of £8:20.

I put in a claim using the trip.com app, expecting a full refund of the original £18:30, but only got £3:30. Trip are now saying that because the ticket was scanned, albeit a day later, I must claim via the TOCs. However, I can’t see how I can do this with three TOCs involved, with the added complication of the split ticket.

Is there anything else I can do, or is this where I am?

Thank you in advance of any guidance offered.

 

[Haywain]

I put in a claim using the trip.com app, expecting a full refund of the original £18:30, but only got £3:30.

You used the tickets, so have no entitlement to a refund. Unless I've misunderstood.

 

[wijit]

You used the tickets, so have no entitlement to a refund. Unless I've misunderstood.

I thought this was the purpose of Delay Repay, if you were delayed by an amount of time you get either a proportion or all the fare repaid?

 

[tram21]

I thought this was the purpose of Delay Repay, if you were delayed by an amount of time you get either a proportion or all the fare repaid?

Yes but you have to claim through delay repay online, not get a refund, as although the end result is the same, who it is paid from is different.

In this case, claim the entire journey through Scotrail's delay repay portal. I've never used it, so can't comment how easy split tickets are, but I'm sure someone else will advise.

 

[AlterEgo]

I thought this was the purpose of Delay Repay, if you were delayed by an amount of time you get either a proportion or all the fare repaid?

Then you needed to have claimed delay repay!

What you’ve done instead is claim a refund of the ticket, as per the terms of that ticket.

Delay repay is paid by the train company which delayed you. This will now in practice probably not be possible to claim as you have refunded the tickets.

For future reference, here’s Scotrail’s delay repay compensation claim form: https://www.scotrail.co.uk/plan-your-journey/our-delay-repay-guarantee

Only Scotrail are responsible in your case.

 

[styles]

I wonder if you can 'reverse' the refund. Don't have confidence trip.com will manage that unfortunately.

 

[MrJeeves]

I wonder if you can 'reverse' the refund. Don't have confidence trip.com will manage that unfortunately.

I don't think most retailers could do this, to be honest.

 

[Belperpete]

The OP says that "both tickets were advance singles", implying that more than one ticket was used. However, it is not clear exactly what tickets the OP held. Nor is it clear what has been refunded.

If the OP has been refunded for only all or part of the Preston to Guide Bridge leg, it may still be possible to claim delay repay from ScotRail for the Dunfermline to Preston leg. The OP needs to clarify exactly what tickets he held, and what the refund was given for.