Dispute on Ticket bought for wrong direction

Discussion in 'Fares Advice & Policy' started by CentralTrainer, 13 Jul 2019.

  1. CentralTrainer

    CentralTrainer Member

    Messages:
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    1 Feb 2017
    Decided to travel up to Birmingham a couple of days ago from Worcester.

    Purchased a single from WOS to BHM at the TVM as I was thinking I would be able to get a lift back with a friend the next day.

    Realised after purchasing the outward single that friend would be travelling back before I would be finished in Birmingham.

    So purchased another ticket for the return journey from the same TVM pretty much straight away.

    The next day I realise that I’ve actually ended up with two singles from Worcester to Birmingham dated on consecutive days (basically forgot to switch the two stations on the TVM around for the second ticket).

    Went to the Ticket Office at New Street where the Virgin staff told me they couldn’t endorse or exchange the ticket as it was bought from a West Midlands Rail TVM. So had to purchase another ticket to get home.

    First chance I’ve got to get to a ticket office in Worcester was today (the station I made the initial transaction from). They’ve told me that because I hadn’t notified them on the day that they would not help - to send the ticket to WMR to obtain a refund of the £8.80 I paid - but I’d have to pay a £10 admin fee - meaning I’d actually be £1.20 out of pocket.

    I tried to argue without any success that it was an abandoned journey due to me not going from Worcester to Birmingham on the second day - but the other way.

    Any advice?
     
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  3. Haywain

    Haywain Established Member

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    3 Feb 2013
    Not using a ticket is not an abandoned journey, and this was clearly not caused by disruption. An unused ticket can be refunded but is subject to an administration fee but the good news is that you don't have to pay £1.20 - you simply won't receive a refund.
     
  4. bkhtele

    bkhtele Member

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    28 Nov 2009
    Location:
    Swindon
    What is their policy for tickets purchased from self service machines where the design leads to a customer error? They may refund you on that basis.
     
  5. Haywain

    Haywain Established Member

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    It will be pretty much the same - full refund available subject to a £10 admin fee.
     

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