Season ticket refund

Discussion in 'Fares Advice & Policy' started by ajhard, 15 Mar 2020.

  1. Sconey

    Sconey New Member

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    How do you calculate the revised base rates? I can't work out the relationship of how £18.31 increases to £21.40.
     
  2. CyrusWuff

    CyrusWuff Established Member

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    The base rate for an Annual is calculated by dividing the price paid for the ticket by 365.

    For anything less than a year, a month is treated as having 30 days and you add the number of 'odd' days to that, then divide the revised price (£1754.60 in my example) by that number.
     
  3. sefton

    sefton Member

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    But as mentioned, if you try to do this the system Govia uses produces an incorrect value for the remaining part of the year for the Hatton to Lapworth element - my new ticket (which is being looked into by customer service) shows £500+ for the remaining 9 months, when obviously it should be around £125.
     
  4. infobleep

    infobleep Established Member

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    I have been thinking about this on a moral ground. I have often done split ticketing and my season ticket has served me well. They run mamy trains and whilst not perfect I do enjoy travelling on them.

    On that basis I felt uneasy about doing a season ticket change over to a cheaper one and therefore I don't think I will do this.

    What are other people's views on this?

    It's not the railway companies fault this has occurred. If this lack of travelling had been due to the strike on South Western Railway then I'd have had no problem getting a change over but it doesn't feel right at this time.
     
  5. pwatsonuk

    pwatsonuk New Member

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    I confess that I'm revising my thoughts along similar lines...
     
  6. mrmatt

    mrmatt Member

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    I have considered this, however on balance given that the government has advised against all non-essential travel for in all likelihood at least a quarter of the year I find it poor that TOCs are continuing to refund annual seasons based on period pricing and therefore have no qualms in changing my ticket as I am entitled to do so. I do this in the belief that the government will step in and support the railway as required given it is a critical service to help transport key workers.

    I can then invest the money saved in the local economy by supporting my local farm shops, butchers, restaurants (which have turned to takeaway only) where the government won't step in with whatever it takes to keep them afloat, as generous as the support the government has put forward is.
     
  7. mrmatt

    mrmatt Member

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    Possibly, although they have done a key changeover for me in the past but things may have moved on since.
     
  8. infobleep

    infobleep Established Member

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    I can see your way of thinking and might yet change my mind again and like you say, support something else.
     
  9. kristiang85

    kristiang85 Member

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    I changed to Exeter and have the Gold card.
     
  10. infobleep

    infobleep Established Member

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    Where did you get this done?
     
  11. kristiang85

    kristiang85 Member

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    Basingstoke ticket office, where I bought my original ticket.

    He checked a chart and confirmed it was.
     
  12. kristiang85

    kristiang85 Member

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    By the way, does anybody know typically how long these refunds take to arrive in your account if you do them at the ticket office? As I did it by debit card, I thought it would be fairly instant, but there's still nothing in my account 5 days on.
     
  13. Haywain

    Haywain Established Member

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    The refund would probably have to be authorised by someone with greater financial authority than the ticket office staff, and would then take a few days to go back to the card so I'd give it another 3 or 4 days. It can be surprising to find that money goes out from your card faster than it gets back!
     
  14. CyrusWuff

    CyrusWuff Established Member

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    Given the volumes of refunds being requested right now, I'd allow up to four weeks for a refund to be processed, particularly if the station has to send it elsewhere (e.g. their Accounts Team) to be paid out. Whilst it should be quicker than that, we're in uncharted waters right now.
     
  15. rsherhod

    rsherhod Member

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    Can you apply for refund for a season ticket from any station, even if it's not run by the company you bought your ticket from? In Cambridge, both stations are Greater Anglia. I used to buy from them because of this, but they're now insistent on people using smart cards. So in December I bought my new season ticket from Great Northern's web site, who I actually travel with to KGX. According to GN, you have to go to one of their ticket offices to get a refund. This is impossible without travelling by rail... which no one is supposed to be doing. How the hell am I supposed to get a refund?

    ...or should I just wait to see what the government comes up with now DfT are in charge?
     
  16. Haywain

    Haywain Established Member

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    It isn't likely to change, but you should see what the website you purchased from says about it.
     
  17. kristiang85

    kristiang85 Member

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    It makes sense. Thanks!
     
  18. Starmill

    Starmill Veteran Member Associate Staff Events Co-ordinator

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    My refund took 4 days to process at the station and within the organisation (a TOC). All of my replacements were traced and mailed together, from the stations they were stored at to the one I applied at in order to complete the process. I noted that the TOC had to use paper accounting to do all of this.

    A same-day refund wasn't on offer for me though even if I hadn't had any Replacements, because the local manager wasn't permitted to issue a refund of more than £1,000. This involved the station staff calling back and giving me a time range to come in to collect the refund. I was able to make it to the station on the same day that I received the call.

    The credit then took a further day to be available in my account. It was therefore a 5 day process from beginning to end.

    I wasn't charged a £10 fee.
     
  19. infobleep

    infobleep Established Member

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    Which station did you do this at?

    Are companies now waving the admin fees? For my annual a changeover is better and I will try the Exeter variation.

    I note the government statement on applying for refunds doesn't mention the changeover of season tickets.
    https://www.gov.uk/government/news/...s-for-passengers-with-rail-emergency-measures
     
  20. 35B

    35B Member

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    I took mine in on Wednesday, and my card was credited on Sunday.
     
  21. Haywain

    Haywain Established Member

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    Admin fees on refunds are being waived, as per the government announcement. Changeovers wouldn't be mentioned as they are not refunds in the normal sense but a refund of what effectively becomes an overpayment.
     
  22. infobleep

    infobleep Established Member

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    I understand what your saying. I bet many wouldn't be aware of a season ticket changeover. I wouldn't be.

    Someone at the ticket desk as just done a changeover but it wasn't straight forward and I think someone else is going to have to ring them about something related to the process.

    I was going to do mine but a queue was forming and the person hadn't heard of part time season tickets. So I said I'd come back when it was quieter. They only had one window open but who knows how many staff members down they are.
     
    Last edited: 23 Mar 2020 at 18:51
  23. amarshe

    amarshe Member

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    Hm. I have an annual season ticket from East Dulwich (EDW) to London Bridge (LBG) expiring 3 June.

    My work stopped me from travelling on 16 March, and I asked for a refund from EDW station on that day...but they couldn't process and asked me to go to London Bridge (where I bought it from in 2019 as EDW ticket office was closed that day) which I can't get to.

    Presuming LBG is SouthEastern, and i don't have a printer, do i accept the 2.5 month loss?

    I'd happily spend it in local food shops...
     
    Last edited by a moderator: 28 Mar 2020 at 15:44
  24. Haywain

    Haywain Established Member

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    Where did you buy the season ticket? That's where it goes back to for refund. If that is Southeastern, then ring their customer services if the station has refused to accept it. If it was bought elsewhere, contact the original retailer.
     
  25. infobleep

    infobleep Established Member

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    Out of interest can changeover season tickets be done by one sending their season ticket back to the company they purchased it from or is it the Ticket Office only?

    If one could post them back, would the changeover date be based on the day after they received the ticket, day after they processed it or the date of your covering letter?

    I do appreciate we are in chartered waters. I was just wondering.
     
  26. MikeWM

    MikeWM Member

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    For season tickets? They *ought* to be - IMO - but the announcement referenced above

    https://www.gov.uk/government/news/...s-for-passengers-with-rail-emergency-measures

    doesn't quite say that - only mentions refunds for 'advance' tickets, which may mean just Advance tickets, or any ticket purchased in advance!

    In any event, I *was* charged the £10 fee this evening when refunding my annual season. Wasn't in the mood to debate it, though being charged given the circumstances doesn't seem entirely right. And I'm aware of someone else who was also charged the £10 fee earlier this afternoon (two different ticket offices, two different TOCs).
     
  27. amarshe

    amarshe Member

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    I bought it at London Bridge (the Excess Fares window by platform 15). Southern can't
    find it on their systems, so i'm presuming it's SouthEastern
     
  28. infobleep

    infobleep Established Member

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    Spoke to someone at Guildford Station. All ticket offices are now closed. You can only use the vending machines and there wasn't anyway one around those, so you got into problems, you might be out of luck.

    I hadn't sorted out my season ticket changeover. I was going to do it last night but a queue formed so I decided to come back when they weren't so busy, so as not to hold others up.

    Yesterday barriers seemed to be manned as usual. Today nothing

    Cansl season ticket changeovers be done remotely?

    Of course to do that I'd have to walk to a WH Smiths / Post Office in town in order to send the tickets special delivery.

    I got some fresh air when it was quieter at least.
     
    Last edited: 24 Mar 2020 at 07:23
  29. infobleep

    infobleep Established Member

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    Here is a reply from SW_Help, to a tweet, reaffirming what I was told.

    https://twitter.com/SW_Help/status/1242350942051336194?s=19

    There is no general tweet telling you this. It's only offered if you ask or you read the replies to Tweets.

    Journey Check lists short train formations but makes no reference to closed ticket offices. In fact no reference to this virus at all on Journey Check but maybe the people who update that are self isolating and not able to work.

    Not sure what happens to someone who has to travel for essential reasons, such as work and their season ticket runs out today or tomorrow. I guess with barriers unstaffed, no one is checking tickets.

    I do appreciate lives are important though when I write this so more than happy to make some allowances.

    Southern Railway, under their Ticket refunds and exchanges page, say there are enhanced arrangements for refunds and exchange. Thye go on to say:
    https://www.southernrailway.com/travel-information/plan-your-journey/coronavirus-information

    However then all I can see is advice on how to refund your ticket and not to change it
     
    Last edited: 24 Mar 2020 at 07:51
  30. infobleep

    infobleep Established Member

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    Great Western Railway haven't closed their ticket offices and it woild appear Southern haven't either.

    https://twitter.com/GWRHelp/status/1242359452944273408?s=19

    https://twitter.com/SouthernRailUK/status/1242359454429036544?s=19

    Hopefully the Government will put in some national guidance on this in due course so that there is some constancy across the country.
     

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