WMR - Refused refund on abandoned journey

[Nova1]

So the other day, as usual on the snow hill lines, my train home was cancelled (as was the next one)

I had an Anytime Day Return as an eticket, and had used the outward portition in the morning, I would have used the inward portion that evening.

Because of all the cancellations, I managed to get a lift home with a friend (and so abandoned my inward journey)

Since I'd bought these tickets through the WMR app, I called a number I'd been given to ask for a refund (as the journey was abandoned)

Here's where it gets a little weird - even though no Advance tickets are sold for this route (only day return ticket types are anytime and off peak), the app still makes you pick a service so it can charge you the correct fare. I often don't know exactly what train I'll travel on home, so I select the one that'll be first possible for me to use. This wasn't the service I intended to use on this day though, however the service I selected in the app ran on time.

Worth nothing that the eticket is simply labelled "Anytime day return" with no other restrictions.

However, I was told by the guy on the phone that they would be unable to give me a refund because the train I'd selected in the app wasn't delayed/cancelled.

Surely this is incorrect, especially as if I buy a paper ticket from a TVM or ticket office I am not asked which service I'd like to use.

 

[alistairlees]

You are correct and are entitled to half the fare back. Assuming that a return costs twice as much as a single. With no admin fee.

 

[STINT47]

This is incorrect advice and poor customer service. The app requires you to select a service but this does not mean that you have to travel on it or that you cannot use a different train.

I would write to WMR to request a refund and to complain about the service/incorrect information given on the phone. I would also ask to be compensated for the inconvenience that this has caused but don't hold your breath on that.

 

[Watershed]

Unfortunately, in many cases the cost of a single is very similar to the cost of a return, so you will only receive a very small refund. Nevertheless it will be something.

Morally you would be entitled to half the fare back under Delay Repay but this always gets murky when you don't take a train to complete your journey.

 

[js517]

Unfortunately, in many cases the cost of a single is very similar to the cost of a return, so you will only receive a very small refund. Nevertheless it will be something.

Morally you would be entitled to half the fare back under Delay Repay but this always gets murky when you don't take a train to complete your journey.

For journeys where the inbound of a return is abandoned due to service disruption the refund due is 50%. The single price doesn't come in to it, that only applies when the customer chooses not to travel for some other reason.

The following special conditions apply to "severe disruption" refunds:
...
Return portion of ticket unused : Refund 50% of price paid for the return ticket