Adam Williams
Established Member
Which retailer did you buy the tickets from? Had you printed them/collected them?
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TOC plans regarding advance tickets if destinations become no-go (Coronavirus)?
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trainophile
Established Member
Deleted, someone beat me to it.
Could you use an alternative courier who would collect from your house? Or try to catch the postman as he passes?
trainophile
Established Member
I have about 20 trips to sort out and claim for, so I think I will take my chance. As someone pointed out a couple of days ago, when the travel dates have past I won't be any worse off than I would have been if I'd gone, so I'm being philosophical.
Incidentally I also have a couple of off peak returns - are they being reimbursed without admin charge too? Do I need to start another thread for that?
Adam Williams
Established Member
The covid19 fee override applies regardless of ticket type (off-peak, super off-peak, anytime, advance), so yes.
Sorry.bought E Tickets bought from Trainline
Baxenden Bank
Established Member
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- 23 Oct 2013
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- 4,017
Ah, glad I got in quick before the prices went up. Bought a supply of stamps when the increase was announced.
Yes, the other day the postie stood at the end of my path, asked me to confirm my name, scanned the item as 'delivered' and then passed it to me. Should still be recording the delivery though, just no signature.
Adam Williams
Established Member
Their website does suggest that's the case, yes: "Due to current high volumes, it can take up to 28 days to get your refund". It sounds like there's some manual human processing element within their process.
Just read the press release again and it states if I am travelling on the 26th They will contact me directly to explain the process.So I am still none the wiser.
dvboy
Established Member
Apologies if already posted, Avanti have a dedicated form to request a refund at https://avantiwestcoast.custhelp.com/app/ask
I used this earlier today and got an acknowledgement email straight away.
Adam Williams
Established Member
Where are you seeing this?
I can't speak for Trainline or how their processes might work, but I don't think there should be a problem with your refund application provided you booked prior to today and haven't used the tickets (which you won't have).
Email from Trainline.
If your Advance Single ticket is valid for travel from 7am on Monday 23rd March onwards and you're due to travel within the next three days, please complete our online claim form.
• If your ticket is valid for travel from Thursday 26th March onwards, we'll contact you directly to explain your refund request process. We’re working hard to make it even easier for you.
If your Advance Single ticket is valid for travel from 7am on Monday 23rd March onwards and you're due to travel within the next three days, please complete our online claim form.
• If your ticket is valid for travel from Thursday 26th March onwards, we'll contact you directly to explain your refund request process. We’re working hard to make it even easier for you.
Adam Williams
Established Member
Okay, it sounds to me like their automated system wasn't ready for the announcement today and they're buying themselves some time to put something together.
I don't think you submitting the other form will matter. You can always wait and see what they come up with and just use the automated system if it's likely to be faster for you. I'm sure they'll have processes in place to de-duplicate requests.
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Boris has answered this for me.
I couldn't find a tick-box. What I found instead was a hyperlink labelled " I'm claiming a refund due to Covid-19". However, when I follow that, it is still deducting the £10 fee and still wanted me to enter a replacement journey details. What am I doing wrong?
Adam Williams
Established Member
It's possible that the journey you're providing is too far in the future, was for travel too far in the past or was booked after Monday of this week. I have a meeting to discuss making this clearer in an hour - can you message me the booking reference in the meantime please?
Also, on the page https://refunds.trainsplit.com/ there is text saying "Please enter your journey details and click the Covid-19 link on the next page.". This is very confusing as that text is NOT on the next page. It's two pages further on.
Adam Williams
Established Member
Thanks for the feedback - I'll fix this to say something like "click the Covid-19 link when displayed". Whilst confusing, I think it's hard to miss it.
This wasn't true even for journeys like Stockport to Manchester, so quite how you expect it to be true across the board, including for journeys like Peterborough to London I don't know.
You've really got to stop with the absolutism in your ideals. I tend to agree with your ideals, but unfortunately we're living in a world far further away from that than what you think. Even a Doncaster to Sheffield commute can be cheaper with Advance tickets than a Season!
Blinkbonny
Member
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- 16 Mar 2018
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I've got a Trainsplit booking for 1st April. Following the links it is still proposing to charge me £10 for a cancellation, and has the warning that clicking on the cancellation is Final!
It also seems to be asking me to provide a replacement journey.
Five minutes later:
Though now it has gone through as expected. So thanks.
It also seems to be asking me to provide a replacement journey.
Five minutes later:
Though now it has gone through as expected. So thanks.
Blinkbonny
Member
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- 16 Mar 2018
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Cross Country on the other hand seem to be asking you to email Customer Services for Advance Refunds, with no scope to cancel on-line.
Good luck with that!
Good luck with that!
Kite159
Veteran Member
Don't collect the tickets, as it will be easier to get a refund if they haven't been collected (otherwise you will probably need to post the tickets back to the retailer)
trainophile
Established Member
Not sure what to do now, claim on the grounds of coronavirus or claim a refund because my booked train(s) are no longer running at the time shown on the tickets. Wondering which will involve the least hassle. Probably neither if we still have to return our tickets in the post.
Adam Williams
Established Member
It should only do this if you didn't select the covid19 link in the refund process. Apologies that you experienced trouble with it.
Glad you managed to sort it out later on!
Bletchleyite
Veteran Member
Both will be processed exactly the same.
trainophile
Established Member
Thanks, fair enough. I suppose I can do most of them well beforehand on the basis of coronavirus, but there's a slim possibility if I claim for a cancelled service too soon it might turn out not to be cancelled, if the timetables get amended again.
TrainSplit: Purchased a journey 15/03/2020 as part of a replacement and re-fund for a journey 18/03/2020. Re-fund less £10 approved. Now trying to re-fund the new replacement journey which is scheduled 03/06/2020 but get "A refund is not available for the ticket and refund method you have chosen". I selected the Covid-19 link. Any thoughts? Thanks.
[All standalone future journeys I've now been able to re-fund.]
[All standalone future journeys I've now been able to re-fund.]
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