Adam Williams
Established Member
The app (now) says:
Can you send a manual request please? https://refunds.trainsplit.com/ManualRefund
Just pick medical or something for the reason, I'll add a dedicated covid19 reason in a sec.
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TOC plans regarding advance tickets if destinations become no-go (Coronavirus)?
- Thread starter Howardh
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The app (now) says:
Can you send a manual request please? https://refunds.trainsplit.com/ManualRefund
Just pick medical or something for the reason, I'll add a dedicated covid19 reason in a sec.
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R
RailUK Forums
Thanks for the swift response. Missed the 30 April thing. Back on the 15th of March, June was as far forward as I could re-book and it didn't seem unreasonable then that a journey could be possible. Things are different now and the ability of the benefactor of my journey, Dean Forest Railway, may not have recovered week-day running by then.
Adam Williams
Established Member
Entirely possible you visited the refunds site before the 30 April thing was made sufficiently clear - apologies if so.
Totally understandable and a reasonable thing to have done, everything is fast-changing at the minute. I appreciate the refunds user experience is a bit painful at the moment for people in your position. Hopefully the late-April restriction on automatic refunds can be relaxed in the future.
I can confirm we now have a dedicated Covid19 reason on the manual refund form to try and make things a bit easier.
Indeed! I submitted one to them yesterday. There were no instructions on what to do with collected tickets, so I asked what they wanted, pointing out that instructing tens of thousands of customers to go to post boxes/offices would not be very sensible.
East Midlands Railway was far worse.
Firstly, https://www.eastmidlandsrailway.co.uk/reduced-timetable says
So much for the benefits of offshoring!
That page says that if you have already printed/collected your ticket, you should go to https://www.eastmidlandsrailway.co.uk/help-manage/manage/refund-your-ticket
That page says that you should do the cancellation in your online account (regardless of ticket type). When you try for an Advance ticket, it's blocked.
You then fall back to the line
We have already been told the telephone number is closed, and emailing that address produces no auto-acknowlegment. The first webpage has the different line
That must be the correct address, since emailing that did produce an auto-acknowledgement.
CrossCountry have closed their telephone line and they aren't offering refunds of Advance tickets electronically. They're offering it by email.
I've submitted my requests to the email address provided but I imagine it will be some time until they process them.
I've submitted my requests to the email address provided but I imagine it will be some time until they process them.
Thats only for travel today/tomorrow.I should be travelling on Thursday but CC via Train line say they will contact me to explain the process but do not say when.
Well according to the CrossCountry website you can email. I certainly cannot refund any Advance tickets on my account, despite the trains having already been removed from the timetable so I could not really travel even if we weren't advised to remain at home. The telephone line is still switched off too. So I don't see what else could be done?
PG
Established Member
If they were serious about doing something to help (both their customers and the UK economy) there's probably some people who could run their telephone service here in the UK even though they'd be WFH
trainophile
Established Member
My ink cartridges have just arrived, and I am printing out the TPE claim I did two days ago and saved. However it was for travel yesterday, and I see the printed sheet has come out with today's date on. Will this invalidate the claim? It could look as if I travelled anyway and then claimed. Obviously there's no mark on the tickets and they haven't been through any barriers so hopefully it won't be a problem but you never know.
trainophile
Established Member
Cracking on nicely with printing off TPE refund claims (as in booked on TPE website), but have just tried to do one for a GWR journey on 23rd May and only getting the options of amend journey or view full details. Is that because it's too far in the future for current claims?
GWR refunds should be done from here not your account:
https://firstgroup-refunds.fastrailticketing.com/
trainophile
Established Member
I thought we had to claim from where we bought the tickets from? It's worked okay with some I bought on TPE website for travel on TfW.
trainophile
Established Member
Second problem - some are "aftersales performed" i.e. I have already amended the journey. The new booking won't let me claim and the original one is greyed out for making a claim.
Apologies I read your post as for a GWR retailed ticket.
trainophile
Established Member
trainophile
Established Member
I was wrong about the replacement ticket not letting me refund, sorry about that. I have now used the "additional information" box that relates to the replacement ticket (£2 extra) to explain about the original booking and am enclosing both sets of tickets. Not sure what happens if the replacement ticket was zero value.
Edited to add: Just had to try it with a zero value re-booked ticket and it isn't possible. May have to post a claim in, print out a blank form if possible and attach tickets with an explanation.
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trainophile
Established Member
I have had an email from Avanti Customer Services referring to "your claim" with no attachment of my original message. It also has Cross Country in small print. Very confused as I wasn't aware of any connection between Avanti and XC, and the only claim I have made so far from Avanti was for a TPE service, and I used Avanti's online claim form and gave full details plus a photo of the ticket. They are asking for the booking reference which was included on the completed form.
Confused. I have replied to the email asking them to clarify what they want and suggesting they include full details of the original request as currently people will be possibly submitting multiple claims.
Confused. I have replied to the email asking them to clarify what they want and suggesting they include full details of the original request as currently people will be possibly submitting multiple claims.
alistairlees
Established Member
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- 29 Dec 2016
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- 3,737
I think everyone is just accepting photos of tickets marked "void" or cut in half now. Make sure your photo is legible.
But as before, they have not asked for this, and by definition not sent me anywhere to send anything to them!
trainophile
Established Member
Update re. TPE - I tweeted them today as confusingly some of the confirmation pages I'm printing were showing the Freepost at First TransPennine Express address, while some had the Runcorn address without saying Freepost so I was putting a stamp on them. Anyway apparently they both go to the same place, so it is fine to use the Freepost First TransPennine Express address on the envelope.
Finally, I got an email from LNER yesterday with instructions on sending a picture of the tickets cut in half to a specific email address. I've no idea if this was triggered by my follow-up query earlier this week. Hopefully things will now move.
Spooky - I was just checking my account on how to get back in touch with them as I'd heard nothing and 2 emails arrived as I did this confirming the full refund
Kite159
Veteran Member
I wonder when TrainSplit will allow refunds for advance tickets purchased before the 23rd March dated in June, after-all the guidance on the National Rail Enquires doesn't mention an end date.
They (Raileasy) are the only major retailer who has introduced an end date for claims
They (Raileasy) are the only major retailer who has introduced an end date for claims
SickyNicky
Verified Rep - FastJP
It should work now. Sorry about that.
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