Unused ticket refund admin fee query

[father_jack]

Hello folks.

I've looked in a few other threads to no avail so can someone provide guidance please.

29.2 In such cases, a deduction from your refund in the case of part-used Tickets will normally be calculated on the cost of the journey(s) actually made. An administration charge may also be made, which will not exceed £5 per Ticket (£10 per Ticket in the case of Season Tickets, as set out in Part G);

NRCOT says the above.

I've just put in a refund on the ghastly TPE refund portal for a four leg split ticket for two pax so eight tickets. Are they actually going to take £40 in admin fees ? I remember when the fee was £10 doing white and red refund forms in the booking office and it was £10 per REFUND. When did that change to £5 per TICKET ?

Thanks in advance.

 

[Mcr Warrior]

When did that change to £5 per TICKET ?

Change took place on 1st April 2024, I believe.

Mentioned here...

Train ticket refund fee capped at £5

UK: The maximum fee that train operators and ticket retailers can charge when an unused ticket is refunded was reduced from £10 to £5 on April 1. The change follows a review by the Office of Rail & Road which found that 5·8 million tickets were ...

www.railwaygazette.com

Extract...

The maximum fee that train operators and ticket retailers can charge when an unused ticket is refunded was reduced from £10 to £5 on April 1 [2024].

 

[father_jack]

I read all that but that's not the point I'm making- I mean, it was £10 per refund application, now the wording is clear as £5 per ticket ?

 

[Wallsendmag]

I read all that but that's not the point I'm making- I mean, it was £10 per refund application, now the wording is clear as £5 per ticket ?

It changed a few years ago to be per ticket but not everyone charges per ticket.

 

[father_jack]

It changed a few years ago to be per ticket but not everyone charges per ticket.

Thanks I'll await what comes back and go back if necessary.

 

[Tram203]

Unsure the reasons for the refund application but if the passenger(s) started the journey(s) and abandoned it part way through due to disruption the refund should be a no quibble 100% refund with no fees deducted.

 

[father_jack]

Unsure the reasons for the refund application but if the passenger(s) started the journey(s) and abandoned it part way through due to disruption the refund should be a no quibble 100% refund with no fees deducted.

Unused ticket. Admin fee undoubtedly applicable and not being quibbled but the amount of admin under the NRCOT wording is the question.

 

[Haywain]

the amount of admin under the NRCOT wording is the question.

It is, as @Wallsendmag says, per ticket and has been for quite a few years. However, it is up to the retailer whether they charge per ticket or per refund transaction. When I processed refunds in a ticket office I would charge the admin fee at £10 per refund form as long as all tickets had been purchased in the same transaction, otherwise it would be charged at £10 per purchase transaction.

 

[JBuchananGB]

A long time ago when I wanted to refund a round trip purchased as 2 singles in one transaction from GA, I abandoned the online refund process which wanted £20 (more than the combined ticket value), and called customer service, who agreed to refund with one £10 charge, but I had to post the tickets to them.

 

[father_jack]

An update here. They only charged one £5 admin fee.

But they messed up the refund calculation, probably by not scrolling down on the attached PDFs so I've had to email them after a live chat. Offered £41.20 for £102.70 !!!

Mind you the live chat operator offered me the Avanti email address first so TPE and AWC must use the same call centre.

 

[yorkie]

An update here. They only charged one £5 admin fee.

But they messed up the refund calculation, probably by not scrolling down on the attached PDFs so I've had to email them after a live chat. Offered £41.20 for £102.70 !!!

Mind you the live chat operator offered me the Avanti email address first so TPE and AWC must use the same call centre.

OK that was lucky!

However, train companies don't particularly like people doing "split ticketing" so will often try to charge per ticket (even if it's at £5 rather than £10, that can add up to a lot).

It's worth bearing in mind, for future reference, that you can amend an entire transaction on the forum's ticketing site for only one admin fee (i.e. the fee is charged based on the whole booking, not on a per-ticket basis!)