Train ticket refund

mnw

In the lastest email, it's suggested that in light of the recent cold weather:

Q. What if my train is (was) cancelled / delayed?
ALWAYS keep the receipts. Arrive over an hour late (or not at all) and the Association of Train Operating Companies says you're usually entitled to a full refund on advance tickets. Even if only 30 mins late you can sometimes get half back. Claim forms are at most stations.

BUT, in the National Rail Conditions of carriage, point 45.d on page 16 excludes refunds for "exceptionally severe weather conditions" as this is not within the train company's control.
nationalrail.co.uk/system/galleries/download/misc/NRCOC.pdf

Any idea which is correct, or where the distinction lies?

glider3560

In the National Fares Manual, using a First Great Western WES Advance Fare, it states:

REFUNDS:
Advance tickets are
non-refundable.
If the train the customer
purchased a ticket for is
cancelled or delayed by more
than 60 minutes, special
arrangements will be made to
accommodate them on another
train (although a seat cannot
be guaranteed). If, as a
result, customers decide not
to travel, a refund will be
offered on completely unused
tickets and they will not be
charged an administration fee.

You will not receive compensation unless the TOC specifically provide this.

For example, Southern state:

If we have delayed your journey, regardless of the cause, then Southern will compensate you.

But they are under no obligation to do this.

hippey

It does depend on the TOC and on if the operator is running an emergency timetable, the NCOC is the bible for the whole network but some operators will have slightly different reasons for giving refunds etc.