Phone stolen and lner refund

[Citybreak1]

I booked advance tickets and they said no refund but they said today we can refund as a credit note to account but u turned last minute as I pd to change the journey once can they do that? I had my phone stolen in Brussels metro and don’t want to back in six weeks. Police station was closed so cant file a report for my travel insurance any advice?

 

[tskir]

Can you please outline the sequence of events which happened, in order, as it's quite difficult to follow from your post. Which Advance tickets did you book? Did you end up traveling on them at all?

 

[AlterEgo]

I booked advance tickets and they said no refund but they said today we can refund as a credit note to account but u turned last minute as I pd to change the journey once can they do that? I had my phone stolen in Brussels metro and don’t want to back in six weeks. Police station was closed so cant file a report for my travel insurance any advice?

This post makes no sense and I cannot tell what the events are or what you are asking.

Can you bullet point what has happened, and what you would like help with?

 

[Fawkes Cat]

Can you please outline the sequence of events which happened, in order, as it's quite difficult to follow from your post. Which Advance tickets did you book? Did you end up traveling on them at all?

Please also tell us why you think they should refund you, as my immediate response is that Advance tickets are non-refundable.

 

[Citybreak1]

I travelled today but I have a booking for August. The app is showing refund requested so can’t change it but they said as well change the jourey no refund will be given?

So the phone was stolen on the metro in Brussels so as this happened I am not keen to travel to Brussels again in six weeks

 

[AlterEgo]

I travelled today but I have a booking for August. The app is showing refund requested so can’t change it but they said as well change the jourey no refund will be given?

Sorry. I'm still not following. What exactly has happened? Start from the beginning. And explain how your phone being stolen is part of this.

 

[pedr]

Not wanting to take a journey you have booked an Advance ticket for does not mean the company has to refund your ticket. Advance tickets are not refundable so while the company may let you change the date, it does not have to give you your money back and it does not have to let you change the start or end point of the booked journey.

 

[Krokodil]

So are you saying that because you've had a bad experience in Brussels you now wish to cancel a second trip to Brussels? And you're annoyed that because you're using cheap discounted tickets LNER won't refund you in full, because those are the conditions associated with cheap, discounted tickets?

Have I got this right?

 

[Citybreak1]

So are you saying that because you've had a bad experience in Brussels you now wish to cancel a second trip to Brussels? And you're annoyed that because you're using cheap discounted tickets LNER won't refund you in full, because those are the conditions associated with cheap, discounted tickets?

Have I got this right?

I ask annoyed as they offered to refund me and then cancelled refund

 

[Western Sunset]

I'm still totally unclear about what help you are asking for. Sorry if I'm a bit dim...

 

[WesternLancer]

I ask annoyed as they offered to refund me and then cancelled refund

Who is 'they'?

What exactly did they offer to refund?

Have you looked at the T&C's of what it is you bought to check what it says about refunds?

 

[Citybreak1]

Who is 'they'?

What exactly did they offer to refund?

Have you looked at the T&C's of what it is you bought to check what it says about refunds?

LNER offered a refund credit to account. They then cancelled refund and said as I paid extra do change date i can no longer get a refund

 

[skyhigh]

LNER offered a refund credit to account. They then cancelled refund and said as I paid extra do change date i can no longer get a refund

When did you ask to change the date?

 

[Ducatist4]

You have written that they offered a credit note to your account - not credit to your account - they are two very different things.

 

[island]

I travelled today but I have a booking for August. The app is showing refund requested so can’t change it but they said as well change the jourey no refund will be given?

So the phone was stolen on the metro in Brussels so as this happened I am not keen to travel to Brussels again in six weeks

LNER does not run trains to Brussels, so I'm not sure why you keep making reference to Brussels.

Advance tickets are non-refundable.

 

[WesternLancer]

LNER offered a refund credit to account. They then cancelled refund and said as I paid extra do change date i can no longer get a refund

So you exchanged your ticket for a different date? I can't see how you would be entitled to a refund as well.

 

[Citybreak1]

I’m not looking for the refund for extra I paid to change to new date. Only original booking. I need some help the app shows I was refunded then cancelled refund so surely I have a good case? I have reported this to railway ombudsman I think this is a customer service issue. I was also unable to report the stolen phone in Brussels due of police station being closed so my insurance may be invalid.

The message said on this occasion I have credited you with evoucher. The voucher was withdrawn ten mins later by LNER

 

[AlterEgo]

I’m not looking for the refund for extra I paid to change to new date. Only original booking. I need some help the app shows I was refunded then cancelled refund so surely I have a good case? I have reported this to railway ombudsman I think this is a customer service issue. I was also unable to report the stolen phone in Brussels due of police station being closed so my insurance may be invalid.

The message said on this occasion I have credited you with evoucher. The voucher was withdrawn ten mins later by LNER

What was the voucher for? How much money?

It's still impossible to figure out exactly what has gone on here, and I think you need to start from the beginning and bullet point each event in chronological order.

What does your insurance have to do with any of this?

 

[Citybreak1]

What was the voucher for? How much money?

It's still impossible to figure out exactly what has gone on here, and I think you need to start from the beginning and bullet point each event in chronological order.

What does your insurance have to do with any of this?

It was for £160 and the insurance question was about my mobile phone only not the future lner booking.

 

[AlterEgo]

It was for £160 and the insurance question was about my mobile phone only not the future lner booking.

And you've changed the date on the tickets, is that right? You haven't refunded them or wanted them cancelled.

So what is the £160 for?

 

[Citybreak1]

And you've changed the date on the tickets, is that right? You haven't refunded them or wanted them cancelled.

So what is the £160 for?

I changed the tickets from August to June so I could go earlier and booked a new booking for August 3 weeks ago. £160 was the original price of ticket they said they could refund. I paid £60 to move to August this was 3 weeks before this happened. I no longer want to travel and they agreed a refund today. And it was then they disputed as the booking had a ‘paid change in the past’ they knew this from the offset refunded even says on app then withdrew the refund!

 

[John R]

It was for £160 and the insurance question was about my mobile phone only not the future lner booking.

It would be very helpful if you could keep the information you post relevant to the discussion, as mentioning other stuff is confusing people who are trying their best to understand what you are asking.

In particular, if the only relevant bit of the journey/ticket dispute is in the U.K., then please just talk about that. Any talk about travelling to Brussels is also confusing us.

 

[py_megapixel]

From what I have read, I think the sequence of events for the OP was something like this:

1. You planned a journey from Brussels to the UK, intending to use e-tickets purchased through LNER to travel onwards [presumably from St Pancras or your airport to your final destination in the UK].
2. After booking, you paid to change the date of the booking from August to June.
3. While in Brussels (and after you had bought the tickets and made the date change), your phone was stolen, leaving you unable to use the e-tickets.
4. Once back in the UK, you contacted LNER asking for a refund.
5. LNER originally issued an online voucher for the amount of the tickets lost due to the phone theft, but then cancelled it shortly afterwards, and the reason they give for this is the fact that you changed the booking date

@Citybreak1 is that all correct?

 

[Citybreak1]

Yes but I paid to change August to June then booked a whole new booking for June. Perhaps nothing can be done and I have to take the financial hit and the topic can be closed if to confusing. I have lost a thousand pounds phone so I apologise for not making sense. I simply don’t want to go back so soon in case it happens again.

 

[johnny_t]

I don't mean to sound rude (which is what people always say before they say something rude), but you are very poor at explaining things - Its taking a long time for anyone to work out what has gone on.

This may also be at the heart of why you aren't getting anywhere with LNER. Maybe you could try them again but with a more 'bullet-point' list of what has happened, like the one in Post 23, including exact travel dates, booking references, etc.

 

[island]

Yes but I paid to change August to June then booked a whole new booking for June. Perhaps nothing can be done and I have to take the financial hit and the topic can be closed if to confusing. I have lost a thousand pounds phone so I apologise for not making sense. I simply don’t want to go back so soon in case it happens again.

Please don’t take this the wrong way but we really are having to drag the details out of you and you’re adding a lot of irrelevant stuff which is just causing confusion.

Please leave out all the information about Eurostar, Brussels, insurance, phones, and everything other than your booking with LNER, and answer the following questions using the same numbering.

1) What type of ticket was your original booking with LNER? For example, Anytime, Super Off Peak, Advance.
2) What did you attempt to change that booking to?
3) How did you make that change? Email, web form, telephone, ticket office…
4) Why are you now asking for a refund?

 

[Citybreak1]

Please don’t take this the wrong way but we really are having to drag the details out of you and you’re adding a lot of irrelevant stuff which is just causing confusion.

Please leave out all the information about Eurostar, Brussels, insurance, phones, and everything other than your booking with LNER, and answer the following questions using the same numbering.

1) What type of ticket was your original booking with LNER? For example, Anytime, Super Off Peak, Advance.
2) What did you attempt to change that booking to?
3) How did you make that change? Email, web form, telephone, ticket office…
4) Why are you now asking for a refund?

It’s advance and i paid to change it via LNER app. I am asking for a refund as the cost of replacing the phone no longer means I can afford to make the journey as soon as August. They did refund but changed there mind Upton discovering the ticket had been changed once before.

I don't mean to sound rude (which is what people always say before they say something rude), but you are very poor at explaining things - Its taking a long time for anyone to work out what has gone on.

This may also be at the heart of why you aren't getting anywhere with LNER. Maybe you could try them again but with a more 'bullet-point' list of what has happened, like the one in Post 23, including exact travel dates, booking references, etc.

Thanks I can try that

 

[johnny_t]

Thanks I can try that

Just as another thought, instead of a refund, could you change the date again, so that you effectively park it somewhere for the future ?

 

[WesternLancer]

I note the matter has been raised with the Rail Ombudsman by the OP - presumably LNER will have to respond to that and will set out clearly why they have taken the action they have taken.

My understanding is that Advance tickets are generally able to be exchanged for another date subject to paying the difference etc, but they are not refundable. see this link:

Are Advance tickets refundable?

www.lner.co.uk

A change to another journey does not have to involve a trip to Brussels if there is no longer a desire to go to Brussels.

 

[island]

It’s advance and i paid to change it via LNER app. I am asking for a refund as the cost of replacing the phone no longer means I can afford to make the journey as soon as August. They did refund but changed there mind Upton discovering the ticket had been changed once before.

Thank you for clarifying.

Advance tickets aren't refundable so they're entirely within their rights not to refund you, or to cancel/stop a refund that was sent in error. You have no entitlement here.

A change to another journey does not have to involve a trip to Brussels if there is no longer a desire to go to Brussels.

But it does have to be for the same journey as originally booked.