South West Trains Refund Policy

Charliebird

I am furious. I was travelling up to Earls Court yesterday and supposed to do the same today. So in good faith I purchased an advanced ticket for today. Unfortunately I have had to change my plans today and I have gone to the station first thing to ask for a refund. They said they would but there is a £10.00 admin charge!!! The ticket cost £19.10 so after the admin charge I will in about 28 days get £9.10 back!

Am I being unreasonable in expecting a full refund for a ticket that I haven't used? I appreciate that there might be some admin charge although I am not happy about it - but £10?!

I paid by credit card so I guess I could speak to them?

Any thoughts anyone?

Many thanks

Charlie

dmg24

I take it you are furious at yourself for changing your plans? You did check the terms and conditions of the ticket when you booked it, didn't you?

Your credit card would laugh at you if you asked for a refund.

vuvuzela

Charliebird wrote: »

I am furious. I was travelling up to Earls Court yesterday and supposed to do the same today. So in good faith I purchased an advanced ticket for today. Unfortunately I have had to change my plans today and I have gone to the station first thing to ask for a refund. They said they would but there is a £10.00 admin charge!!! The ticket cost £19.10 so after the admin charge I will in about 28 days get £9.10 back!

Am I being unreasonable in expecting a full refund for a ticket that I haven't used? I appreciate that there might be some admin charge although I am not happy about it - but £10?!

I paid by credit card so I guess I could speak to them?

Any thoughts anyone?

Many thanks

Charlie

It's made clear when you buy advance tickets that there's an admin charge if you have to change your plans and want a refund. Your opinion of it being reasonable or not is irrelevant as you agreed to it when you bought the ticket Your CC company won't be able to assist.

Charliebird

Thanks DMG - your sarcasim is noted and puts me off positng again. Thank you.

Dear Vuvuzala - It wasn't made clear at all by the Station ticket officer that I would be charged an admin fee if I needed a refund otherwise I would not have purchased the ticket. Niavely I thought it would help me buying a ticket in advance so I wouldn't have to queue up again the following morning. My plans didn't change on a whim. Unfortunately my child was sick. Bet there you go. I certainly know for next time.

Personally I feel aggreived that companies charge this sort of rate. I hasten to add there is no mention of the cost of how much the admin fee is in the terms & conditions so its a license to charge what they want.

Three lessons learnt today

1) Don't purchase an advance ticket
2) Don't expect empathy from my post
3) Don't post again!!

Jeff_Bridges_hair

Charliebird wrote: »

Thanks DMG - your sarcasim is noted and puts me off positng again. Thank you.

Dear Vuvuzala - It wasn't made clear at all by the Station ticket officer that I would be charged an admin fee if I needed a refund otherwise I would not have purchased the ticket. Niavely I thought it would help me buying a ticket in advance so I wouldn't have to queue up again the following morning. My plans didn't change on a whim. Unfortunately my child was sick. Bet there you go. I certainly know for next time.

Personally I feel aggreived that companies charge this sort of rate. I hasten to add there is no mention of the cost of how much the admin fee is in the terms & conditions so its a license to charge what they want.

Three lessons learnt today

1) Don't purchase an advance ticket
2) Don't expect empathy from my post
3) Don't post again!!

Its not a license to charge what they want - Its £10 pounds on an advance ticket to change or refund. This goes for all train companies.

rsykes2000

Charliebird wrote: »

Three lessons learnt today

1) Don't purchase an advance ticket
2) Don't expect empathy from my post
3) Don't post again!!

4) Don't throw your toys out of the pram if people are a little sarky ?

Getting put off from posting just because of the above comments does seem a bit of an over-reaction IMO.

Mupette

Changes, cancellations and refunds

Whether tickets can be amended and/or cancelled and refunded is determined by the ticket type and these are decided by the train operating companies offering you the fare. We recommend you check these when booking your ticket to ensure you are buying a ticket which meets your requirements.
If you want to amend the date and time of your booking, and your ticket is amendable, you can make an applications for change by telephoning 0870 906 6649. We will (unless the change is required due to our breach of these terms or our negligence) charge you an administration fee per ticket to process a change. Unfortunately, even where amendment to the date and time of travel is possible, we cannot change the stations you chose to travel between.
If you want to cancel your booking and your ticket is refundable, you can make an application for a refund online or by telephoning 0870 906 6649. We will (unless the cancellation/refund is required due to our breach of these terms or our negligence) charge you a refund fee per ticket to process a cancellation or refund. Please note that that where a refund is made it shall be for the ticket price only, and any associated booking fees are non-refundable.
The level of administration fees and refund fees are generally determined by the train operating companies. The current fees are shown in the ticket terms and conditions available in the booking process.
If you think that we have sent you a wrong ticket or have otherwise made an error in taking or processing your ticket booking, please contact us by telephoning 0870 906 6649 and in the event we agree that we have made an error in the booking, we shall issue a replacement ticket or otherwise address the error in our discretion as we consider appropriate given the circumstances.
We endeavour to process your request within 28 days of receipt of your application. If your refund is approved, we will process your payment back onto the card used to make the purchase (minus our £10 administration fee if applicable). It may take up to 5 working days for a credit to appear on your statement.
Please note that you will be responsible for the cost of returning any unused, cancelled, exchanged or refunded tickets to us should we require you to do so.
We shall not be obliged to change, cancel, replace or refund a ticket where we have reason to believe that it is being done so fraudulently.



https://www.buytickets.southwesttrains.co.uk/terms.aspx


Rather than expect the person issuing the ticket to tell you, it is also down to you to use your noodle and ask.

Jeff_Bridges_hair

Mupette wrote: »

Rather than expect the person issuing the ticket to tell you, it is also down to you to use your noodle and ask.

And heres the nub of it.. If they had to explain this every time someone rocked up to the station there would be no tickets getting sold. The information is freely available at every station that has an open booking office.

Freddie_Snowbits

I understand that as the notices with regard the Terms and Conditions is noted prioir to the contract being concluded, then the £10 charge is reasonable.
had this been on the back of the ticket, then it would not be enfoirceable.

See

http://en.wikipedia.org/wiki/Parker_v_South_Eastern_Railway_Co

http://en.wikipedia.org/wiki/Thornton_v_Shoe_Lane_Parking_Ltd

glider3560

Station staff tend to issue a "restriction card" with advance tickets. This is a small piece of card, roughly the same size as the ticket which lists the restrictions and admin fees. Some staff even go as far as stapling this to the tickets. I'd be surprised if you weren't given one.

Was it actually an advance ticket, i.e. one that says "ADVANCE" as the ticket ticket or was it something else?