First Capital Connect

Kerby

Am I entitled to question a cancellation fee of £10 PER TICKET for 2 train tickets that I purchased in error? (I was meant to buy three, two adults and one child, which would have included a groupsave discount, but an error on their website adjusted my selection to one adult and one child without my knowledge)

I think this is an absurd amount and cannot see how they can justify £20 'admin fee' to hit a refund button and tear up two tickets.

Their customer services is useless, as is their online chat 'help' service (I've even been told by their customer relations people that the website is unrelated to them!)

I can write to complain but if they still refuse to refund the £20 do I have a right to ask them to justify it, and do they have to?

I know it's only a small amount in the big scheme, but in context it's approx 50% of the price of the child ticket and 25% of the adult one, and cancels out the saving I would have made with their groupsave discount in the first place!

dzug1

You have the right to ask anything - they are not obliged to reply

Their justification if they give one will be that fees for refunds have been set by the government regulatory body and are beyond their control.

Two adults and one child do not qualify for groupsave anyway - it's for 3 or 4 adults plus optional children

The booking website IS unrelated (well only very loosely related) to them BTW - all they are providing is a portal to a central rail booking engine.