Could you possibly show how a local instruction is any more publically available than The Manual?
Could you possibly explain how, as the official source of information for ticket offices, The Manual is a 'fall back' option?
Can you explain where local instructions have been provided in this instance to 'over-rule' The Manual?
Can you explain how one ticket office can issue tickets under one set of conditions and instructions and another ticket office can issue the very same ticket with the very same conditions by another set of conditions due to 'local instructions'?
Can you provide any links to these 'local instructions'?
1. Neither are available for the general public to consume - although some people still see fit to use The Manual for non-work purposes or accessing it using logins they shouldn't be using, without even attempting to be covert about it.
2. It says so in The Manual itself, specifically in the Excess Fares Procedures section. The EC Revenue Manual which is popularly quoted on this forum often differs from what The Manual says.
3. Like I said, I have refunded Advance tickets in the past, under local instructions. There is no guarantee that staff at ticket offices will stick to information made available through a non-public resource, where they may have been briefed to do otherwise.
4. See The Manual, where is says that local procedures may take precedence.
5. Try emailing each individual TOC - I don't have access to that information, which is why I advised contacting the local ticket office to see what they're willing to do
. The only correct information that John @ Home posted that a passenger could rely upon, was that Advance Fares are not refundable except in the event of disruption. Even so, a clerk can provide a refund at their discretion if they wish. For example, I was permitted to (but not obliged to) refund Advance tickets that were bought from where I worked up to the day before they came into effect. Plus, I never, ever had to charge a £10 admin fee for anything, but could do if I felt like it where the official rules permitted.