SWR Problems changing an advance ticket with split tickets

[Titfield]

I am having problems changing an SWR advance ticket booking. All details the same except different date.

The booking (single reference number) uses split tickets. I have been able to change the first leg but the second leg always errors out.

I have spoken with SWR Customer Service who cant seem to help other than suggesting keep trying or visit a station ticket office.

Any suggestions?

 

[Mcr Warrior]

Are advance tickets still available for the second leg, on the date/time that you now want to travel, if booked separately as a new journey? Just asking this, in case there's no quota available.

 

[Titfield]

Yes there are seats available.

I am wondering if you cant alter the same booking reference twice? (if a two leg booking for example when using split tickets you can alter the first and not the second)

 

[styles]

Are you able to buy a new ticket for the second leg, then refund the original second leg ticket citing the new booked ticket?

This meets the criteria described on their website: https://www.southwesternrailway.com/contact-and-help/changing-your-train-tickets

Advance tickets

You may change the date, or time of travel before the train you originally booked to travel on is due to depart.

• The origin, destination, and train company or route, shown on the ticket must remain the same
• You will need to pay any difference in the new fare chosen plus a fee of £10 per ticket

Expect you'll still need to email customer services to get it all sorted mind.

 

[Titfield]

Yes I meet all the criteria.

I am loathe to start mucking around trying to refund a non refundable ticket etc etc.

I will see if it errors tomorrow and if so will send them an email.

The original booked travel was at the end of this month so time to try and sort it.

 

[styles]

Yes I meet all the criteria.

I am loathe to start mucking around trying to refund a non refundable ticket etc etc.

I will see if it errors tomorrow and if so will send them an email.

The original booked travel was at the end of this month so time to try and sort it.

I agree it's a bit mucky.

But I'm not sure trying to refund a non-refundable ticket (as per the seller's guidance) is any muckier than trying to amend a non-amendable ticket, which, as you're experiencing, isn't especially easy either!

I'm sure you can get this resolved with SWR customer services but expect some email ping pong.

 

[Titfield]

It is an amendable ticket. The functionality is very clear on the swr website and it worked fine for the first ticket (leg) I changed.

It just wont work for the second and I suspect there is some functionality to disallow what it sees as a second change (because the booking ref is the same for both legs).

 

[yorkie]

I would email SWR with all the details.

Note that some train companies do charge admin fees on a per-ticket basis, so it can become costly.

For future reference, the forum's site allows you to simply re-book the entire journey, and you only pay one fee based on the entire transaction (not per ticket!) and, as it's done on the basis of a new booking and refunding the original, there isn't the scope for it to go wrong in the way described in this thread.