Caledonian Sleeper refund - timescale query

[brick60000]

Afternoon everyone,

Hoping this is a relatively straightforward one, but I can't find a written down answer anywhere for this one.

I was booked to travel on the Caledonian Sleeper Fort William - London this Sunday coming (12/1), booked through Rail Staff Travel Online. However, I have now changed my itinerary to travel from Inverness instead, and have rebooked accordingly.

The RST Online website would not allow me to cancel the journey for some reason, so I emailed their Customer Support last Thursday (09/01) to cancel and process the refund. They've confirmed receipt of my email, but the refund has not been processed yet.

Under the CS T&Cs, I think I should be entitled to a 100% refund as the cancellation was >7 days ahead of travel, but as it has not yet been processed, I just wanted to ensure that this was definitely the case. Particularly if they take the full month they could in theory take, which then falls after the travel date.

I assume that the timescale is from when the customer requests the refund, rather than when it actually ends up processed by the retailer?

Thanks in advance!

 

[Haywain]

If I were in your shoes I would be looking to phone CS to confirm that they are actioning your cancellation/refund. What should happen is far less important than what actually happens.

 

[Adam Williams]

If I were in your shoes I would be looking to phone CS to confirm that they are actioning your cancellation/refund.

I don't think it's up to CS, it's up to the retailer to do surely?

These tickets are weird, they have a completely non-standard refunds policy (which isn't defined in any machine-readable data anywhere, as far as I know) and they're quota controlled which normally indicates an Advance which normally would be non-refundable. I am pretty sure the forum's ticketing site would refuse an online refund, as well, and would need someone to write into customer support.

 

[Haywain]

I don't think it's up to CS, it's up to the retailer to do surely?

That's probably the case, but If CS have been emailed and not responded phoning them would be a starting point. However, if they say it's nothing to do with them (as expected) they may well advise contacting RST Online, which the OP can do at 0330 123 3872 - I wouldn't advise leaving it to email at this stage.

I am pretty sure the forum's ticketing site would refuse an online refund,

I am pretty sure it wouldn't sell a sleeper berth to start with!

 

[Adam Williams]

I am pretty sure it wouldn't sell a sleeper berth to start with!

Thankfully not, but the seated sleeper tickets have exactly the same problem and are just as annoying!

 

[brick60000]

Thanks all. It’s Rail Staff Travel that I’ve emailed, after a phone call to them where they advised to email the request last Thursday.

The email response is that the request is with the refunds team and it may take up to 28 days to process; but I’ve not had any confirmation of the amount that will actually be refunded or that the refund has been approved - so just trying to understand the contractual position in case I was to get into any difficulties with getting the full refund that the CS website suggests I should be entitled to