Avanti West Coast Advance Refunds?

Discussion in 'Fares Advice & Policy' started by cf111, 22 Mar 2020.

  1. cf111

    cf111 Established Member

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    Hello all, I hope all of us are keeping well during these most strange times.

    It seems almost churlish to ask this, but as I'm self-isolating and have finished all the household chores I can think of, I might as well!

    I have an advance ticket from Euston to Glasgow on the 1030 departure on Tuesday 24th March. My travel is not necessary and I will not be getting on a train.

    As per the emergency timetable and Avanti's info page, my booked train is now cancelled but if I had wished to, I could travel on a train either side of the scheduled departure.

    I think that in "normal times" I'd be entitled to a refund as my booked train is cancelled however the Avanti website only advises that I can rebook my ticket without paying an admin fee. I've no idea when I might be able to use this ticket so that is not an ideal remedy.

    I purchased the ticket without using an account so can't log in to see what options I have. Do we think that if I filled in the webform and asked for a refund then I would get it? Their contact centre is closed at the moment and when it does open I'd be reticent to call as I'd rather not extend the wait for someone who is desperately trying to get home or something equally as urgent.
     
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  3. Elecman

    Elecman Established Member

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    Yes if your booked train is cancelled then your entitled to a full refund without the Admin fee
     
  4. alistairlees

    alistairlees Established Member

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    Did you purchase the ticket from the Avanti website?
     
  5. robbeech

    robbeech Established Member

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    It may be helpful to remind you that for standard refunds due to disruption like this one (not a refund directly linked to COVID-19) that you have 28 days after the date of travel to obtain this refund. So if you bought this from a ticket office then you may be in a position to return it in the coming weeks. Of course, nobody really knows how the situation will develop so it's difficult to advise on that front really.
    If this is an e-ticket or you bought it online and haven't collected it then it should be a matter of contacting them. If you have collected a paper ticket they're likely to still insist that you post them back to them despite this rule being rather ludicrous BEFORE we take the current situation into account when tickets have expired.
     
  6. cf111

    cf111 Established Member

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    Yes I did, it is an e-ticket.
     
  7. cf111

    cf111 Established Member

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    Thank you, I had forgotten about the 28-days in all the chaos.
     
  8. kje7812

    kje7812 Member

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  9. Haywain

    Haywain Established Member

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    Full refunds are now being made, without an admin fee, regardless of trains being cancelled.
     
  10. dizzie

    dizzie Member

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    They might be being processed but, as another poster mentioned above, I've been requested to post the physical tickets back to Avanti (said it must be recorded delivery, the cheeky b*****ds!), before they will release the refund. Given I am in self-isolation for 12 weeks, a trip to the Post Office is not on the cards!

    Of course, were it absolutely essential, I would have to find a way to get someone to pick up the tickets and post them for me, but I don't believe the returning of a couple bits of card is essential in these circumstances. My theatre booking was refunded without the tickets having to be sent back, why should my train tickets need to be returned before I get the cost refunded?
     
  11. trainophile

    trainophile Established Member

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    Stuck here :(
    I completed the Avanti online claim form, including the booking reference and a photo of the ticket. Two days later I received an email asking me for the booking reference!

    I replied to say I don't understand why they need to ask, and requesting that they in future confirm what claim they are referring to as many people will be doing several claims. i also re-stated the booking reference. Today I had another email asking me to post the ticket back to them. Luckily only one of my current claims was from Avanti and the cost matches the amount they say they will credit so I was able to identify it. I am not prepared to faff around with recorded delivery so am posting it back with a second class stamp, and enclosing a copy of their email agreeing to a refund.

    It's all a bit like wading through treacle though. I have more claims to do in due course so hope they can get a slicker system in place by then.
     
  12. alistairlees

    alistairlees Established Member

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    Just send an image of the tickets cut into two. This is agreed policy now.
     
  13. CrispyUK

    CrispyUK Member

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    Presuming the show is cancelled and the theatre closed, those tickets are useless.

    As Avanti are still running trains, there’s the potential for abuse, by claiming a refund then going on to use the tickets anyway.
     
  14. ScottGallagher

    ScottGallagher Member

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    I have a refund to do as I was due to travel on the 2nd April however it looks like because I bought the ticket at Euston I will need to process the refund there.
    However what happens if my tickets were partially paid for with a rail voucher, is that amount included in the refund?
     
  15. gordonthemoron

    gordonthemoron Established Member

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    I applied for a refund from Avanti and LNER last Wednesday. Avanti say it will take up to 28 days to process, LNER have repaid me today. Well done LNER
     
  16. td97

    td97 Member

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    For those who held advance tickets dated prior to the official policy change (23rd March), I have had recent success with Avanti Customer Services in obtaining a full refund for an unused ticket dated 13th March, using the web form.
     
  17. alistairlees

    alistairlees Established Member

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    Was your traiin cancelled, or did you abandon your journey for some other reason? Or were there some extenuating circumstances?
     
  18. gordonthemoron

    gordonthemoron Established Member

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    The train doesn't need to be cancelled, Avanti will repay, in full, advance tickets bought before 23rd March
     
  19. alistairlees

    alistairlees Established Member

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    Er, thanks. The OP’s Advance ticket was for travel on 13th March. Only Advance tickets for travel on or after 07.00 on 23rd March should be refunded, according to the rail industry. Hence my question.
     
  20. td97

    td97 Member

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    The journey was abandoned due to CV concerns. The journey was for travel on the day after the "delay" phase of the government strategy was implemented.
    I actually asked Avanti for rail travel vouchers to the ticket value; however they went beyond that and provided a refund.
     
  21. njr001

    njr001 Member

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    Many thanks to td97 just submitted a refund request for Advances purchased for travel on 14th March purchased in December 2019 having previously had them rejected. Also submitted a refund for Advances purchased in October 2019 from Virgin West Coast for travel on 16th March which will probably be more problematic.
     
  22. 3rd rail land

    3rd rail land Member

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    Just got a reply to my advance ticket refund request and like many will have experienced I was asked to provide the reference number. What's the point of having a field where you enter your reference number if all they do is reply asking for this information? Maybe the form is badly designed so the team processing these requests can't see the reference field or anything outside the message box.
     
  23. trainophile

    trainophile Established Member

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    Stuck here :(
    Indeed, I started to wonder if I was getting mixed up with some other communication when I got the email asking for this. They don't seem to have their act together. Not sure what the point is of filling in the form and attaching photo of tickets.
     
  24. 3rd rail land

    3rd rail land Member

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    I didn't attach my e-tickets and they have not asked for this. Oh and Avanti were pretty quick to respond. I submitted my request on 24th March.
     
    Last edited: 28 Mar 2020 at 19:40

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