West Midlands Trains (WMT) / London Northwestern Railway (LNR) are giving me the run around denying refund for an unused ticket Llandudno Junction (LLJ) to Bangor (BNG)
Timeline
2024-01-23 14:53
Purchased Advance for 1D15 18:25 LLJ-BNG via LNR app
2024-01-23 18:04
1D15 was 12 minutes late at Prestatyn. I decided not to travel on the disrupted service. The LNR app had no functionality to request refund for this ticket where the journey was disrupted.
2024-01-23 18:18
I emailed
[email protected] requesting refund.
2024-01-27 11:55
Email received from WMT: "For refunds on train tickets, please call 0333 311 0039... We do not have the authority to process refunds via this department. "
2024-01-27 11:59
Phoned WMT on 0333 311 0039: told to call LNR on 0333 311 0006. So WMT and LNR aren't the same train operating company? Strange.
2024-01-27 12:03 - 12:24 phoned LNR on 0333 311 0006 Refund denied because 1D15 only delayed 9 minutes. I pointed out that response was not compliant with National Rail Conditions of Travel (NRCoT).
"30. Your Right to a Refund If Your Train Is Disrupted and You Choose Not to Travel...
You may return an unused Ticket to the original retailer or Train Company from whom
it was purchased, where you will be given a full refund with no administration fee
charged, if you decide not to travel because the train you intended to use is: • cancelled, or • delayed..."
Told to contact customer services. Full circle now.
2024-01-27 12:46
Emailed WMT customer services again requesting refund and stating that response had been non-compliant with NRCoT.
So my experience is that I should avoid purchasing tickets via the LNR app because my passenger rights may not be respected in the event of disruption.
Any thoughts/suggestions?
Which online ticket retailers operate a no quibble refund policy in these circumstances?