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Errors on Arriva Rail North FAQs

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gray1404

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Errors on Arriva Rail North FAQs on their website.

https://www.northernrailway.co.uk/faq/tickets

It says:
If you bought a ticket for a train that is delayed or cancelled, and you decide not to travel, you can get a full refund by returning the unused ticket to the ticket office immediately. If you don't return it straight away, an administration fee will be charged.

How incorrect! If your train is delayed/cancelled and you decide not to travel then the NRCoC states:
E. YOUR REFUND RIGHTS
26. Refunds on tickets that have not been used
If you decide not to use a ticket (other than a Season Ticket - see Condition 36) to make all
or part of your intended journey, then:
(a) if the train you intended to use is cancelled, delayed or your reservation will not be honoured, you decide not to travel and at that time you return the unused ticket to any ticket office, the Train Company responsible for that ticket office will, wherever possible, give you an immediate full refund as shown in Condition 27;
(b) if the train you intend to use is cancelled, delayed or your reservation will not be honoured, your ticket or relevant portion of it is completely unused, you decide not to travel and you submit a claim for a refund within 28 days of the expiry of the ticket to the Ticket Seller you will be given a full refund as shown in Condition 27 as soon as practicable and in any case within one month of your claim being received.

Arriva Rail North have no basis for being able to charge an admin fee in such circumstances just because I customer does not take their ticket back to the ticket office right away.
 
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hairyhandedfool

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Did you send your correspondence to the contracted-out-to-Carillion Customer Services department?
 
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