Will book with confidence be extended/made permanent (Ended 30th November)

[BenS123]

Book with Confidence (BwC) is due to end on the 30th September, however most rail users have become used to being able to change their plans to get Rail Travel Vouchers and also most people like the reassurance that BwC brings.

Is it likely to be extended or ideally made permanent?

 

[Haywain]

Is it likely to be extended or ideally made permanent?

I would say that it's unlikely to be made permanent but no announcement has yet been made about that or an extension - but the last extension from 31st March was only announced on the 30th March.

 

[Bletchleyite]

I would be intrigued to know (but probably never will) how much it is costing the industry, particularly now Advances are more complex than just "book a month in advance and get a few quid off".

 

[thedbdiboy]

It doesn't cost the industry anything because fare revenue is underwritten by the Government. This is also the reason why it's a Government decision on agreeing an extension. The Ministerial reshuffle will likely have held this up. Another reason why (certainly in the long run) it's not helpful to have the railways run day-to-day by Government departments.

 

[Kite159]

It would be good to keep the scheme up and running to benefit those passengers whose plans do change. Not much point in going back to the older style of "You can change the date/time and pay the difference" for some operators whose timetable is only getting confirmed at short notice (i.e. Avanti).

After-all the 'refunds' are in the shape of vouchers (or in the case of Train Split as website credit) so the money isn't leaving the pot.

 

[miklcct]

It would be good to keep the scheme up and running to benefit those passengers whose plans do change. Not much point in going back to the older style of "You can change the date/time and pay the difference" for some operators whose timetable is only getting confirmed at short notice (i.e. Avanti).

After-all the 'refunds' are in the shape of vouchers (or in the case of Train Split as website credit) so the money isn't leaving the pot.

I think that the main concern is if the train companies can still manage the loading effectively as now the ticket is effectively refundable until 18:00 the day before.

 

[Bletchleyite]

I think that the main concern is if the train companies can still manage the loading effectively as now the ticket is effectively refundable until 18:00 the day before.

Most people who book a journey use it, I would expect.

 

[Haywain]

I would be intrigued to know (but probably never will) how much it is costing the industry, particularly now Advances are more complex than just "book a month in advance and get a few quid off".

From what I hear that is the big question.

 

[AdamWW]

From what I hear that is the big question.

Eurostar have made what is a I presume an entirely commercial decision to remove change fees for any change up to 7 days before travel (obviously any difference in fare still has to be paid and I don't think they refund if it's less).

 

[Bletchleyite]

Eurostar have made what is a I presume an entirely commercial decision to remove change fees for any change up to 7 days before travel (obviously any difference in fare still has to be paid and I don't think they refund if it's less).

I suppose there are middle of the road options like that, i.e. no change fee but any fare uplift payable, as Premier Inn seem to have stuck with and is quite useful. Unlike the railway they even do you a partial refund if the new price is lower.

A total abolition of the admin fee for any e- or m-ticket would be most of the way there without offering full refunds. There's no actual admin involved in changing an e-ticket anyway.

 

[Pemberton]

So the scheme appears to have been extended until the end of November 2022 from this on the National Rail fares section.

 

[Haywain]

So the scheme appears to have been extended until the end of November 2022 from this on the National Rail fares section.

That would be wrong anyway as the scheme is limited by when the change can be made rather than purchase date.

 

[Mike395]

EMR are also showing the 30th November date, I wonder if it's already been confirmed internally but they're holding off on an announcement until after today: https://www.eastmidlandsrailway.co.uk/book-with-confidence

 

[Haywain]

EMR are also showing the 30th November date, I wonder if it's already been confirmed internally but they're holding off on an announcement until after today: https://www.eastmidlandsrailway.co.uk/book-with-confidence

It does look that way. At least EMR have not gone with the “purchased until” wording. I guess the 2 month extension is to give DfT more time to make a longer term decision (I was expecting a 6 month extension).

 

[BenS123]

SWR have changed to say 30th November https://www.southwesternrailway.com/book-with-confidence

 

[Kite159]

As the end date of the 30th November is only a few weeks away, any news or rumours about any future extensions to the scheme?

 

[Haywain]

As the end date of the 30th November is only a few weeks away, any news or rumours about any future extensions to the scheme?

I’ve not heard anything positive.

 

[AY1975]

And if it isn't extended beyond 30th November, I wonder if tickets booked on or before that date for travel on or after 1st December will still be covered by the scheme as long as you submit your claim on or before 30th Nov?

 

[ainsworth74]

An informed source has indicated to me today that a briefing has been circulated recently that says that Book With Confidence is not being extended any further but will apply to any journeys booked before then. Therefore you may wish to book any journeys you know you're going to want to make ASAP to still benefit from the Book With Confidence provisions!

 

[Ivor]

An informed source has indicated to me today that a briefing has been circulated recently that says that Book With Confidence is not being extended any further but will apply to any journeys booked before then. Therefore you may wish to book any journeys you know you're going to want to make ASAP to still benefit from the Book With Confidence provisions!

I’ve had a nightmare with Southern BWC re ticket office staff wouldn’t exchange travel date or issue voucher (not sure they can issue vouchers as site instructions so vague?) refer you to do on line, did on line & got refused refund or voucher & some six weeks on yesterday my account was credited the fare with an apology & that only because I made a complaint then had it escalated.

Rant over but my point is I was stressed out with it as I had to change my plans in the first place & throw away money on an unused hotel booking as was strike days, my experience is BWC it isn’t fit for purpose & Southern staff that I dealt with couldn’t be bothered.

I’ll qualify that by saying the majority of Southern staff are helpful & go above & beyond & I’ve worked alongside them & am a commuter.

 

[js517]

"Customers who buy an Advance ticket up to and including 30 November 2022 will continue to have the current Book with Confidence easement to Advance terms until 18:00 the day before their ticket is valid for travel.

After 30 November 2022, any new ticket issued as a result of a change to a ticket that is covered by Book with Confidence will be subject to the ticket terms that apply from 01 December 2022 onwards."

 

[Gerald Fiennes]

?? So are there new terms coming from 1 Dec onwards, not just reversion to change required before 1800 the day before....??!!!

 

[js517]

?? So are there new terms coming from 1 Dec onwards, not just reversion to change required before 1800 the day before....??!!!

It's just a reversion to the pre-"Book with confidence" rules.

 

[Bletchleyite]

It's just a reversion to the pre-"Book with confidence" rules.

That is, ten quid for a change and no refunds.

 

[Haywain]

It's just a reversion to the pre-"Book with confidence" rules.

Most of the way back, yes.

 

[BenS123]

SWR's website (https://www.southwesternrailway.com/book-with-confidence) states the following:

• You may change the date, or time of travel before the train you originally booked to travel on is due to depart
• You’ll will need to pay any difference in fare for the new journey and a £10 admin fee
• Advance tickets are non-refundable unless the booked service has been cancelled, delayed or rescheduled by the train operator for reasons such as disruption or strikes

I was wondering if any website does not charge an admin fee for ticket changes?

 

[Kite159]

SWR's website (https://www.southwesternrailway.com/book-with-confidence) states the following:

• You may change the date, or time of travel before the train you originally booked to travel on is due to depart
• You’ll will need to pay any difference in fare for the new journey and a £10 admin fee
• Advance tickets are non-refundable unless the booked service has been cancelled, delayed or rescheduled by the train operator for reasons such as disruption or strikes

I was wondering if any website does not charge an admin fee for ticket changes?

Maybe Cross Country?

Interesting to see the £10 'admin' fee coming back, wasn't there a court case into the £10 massively exceeding the actual cost of changing an advance when it's done as an e-ticket?

 

[BenS123]

I was thinking that - surely changing an e ticket does not cost £10 especially when some websites (for example XC) let you do it online which requires no admin at all

 

[Haywain]

Admin fee is a bit of a misnomer - it's actually set up in retail systems as a Change of Journey fee.

 

[Watershed]

SWR's website (https://www.southwesternrailway.com/book-with-confidence) states the following:

• You may change the date, or time of travel before the train you originally booked to travel on is due to depart
• You’ll will need to pay any difference in fare for the new journey and a £10 admin fee
• Advance tickets are non-refundable unless the booked service has been cancelled, delayed or rescheduled by the train operator for reasons such as disruption or strikes

I was wondering if any website does not charge an admin fee for ticket changes?

Some sites don't charge admin fees in specific circumstances - for instance, the GTR sites if you refund a ToD booking for walk-up tickets that hasn't been collected, and XC if you change an Advance booked online/through the app. Other sites don't charge an admin fee at all, such as Railsmartr.

Clearly there is some administrative cost to changing or refunding tickets, but £10 will almost always exceed any reasonable approximation of these costs, plus (in the case of a refund) the lost commission. There is an ORR investigation ongoing on that front.