Cancelled Train

VictoriaBlyth

Hi,

I am after a bit of advice please:)

I booked train tickets to travel to London on 31st January. When I arrived at the station, my train had been cancelled. As I was travelling to a meeting, the next train would have arrived too late, therefore was of no use to me. I did speak to the station staff, but as I had booked my tickets online, they advised me to request a refund online. I came home, and did so, immediately (awful to find on the eastcoast website though)!
I have just received a response - as follows. My problem is, my tickets are advance tickets, which, if I am reading this response correctly, means I will not be refunded?? How can this be right? I agree that if i just decided not to travel, it would be tough luck, but they cancelled the train! The tickets cost £156.50 - have I really lost this money, even though this was not my fault?

Thank you for your e-mail received on 31 January regarding your journey with us from London Kings Cross to Durham on 31 January.

I am very sorry that you had to abandon your journey due to the cancellation of our service. On this occasion, we obviously let you down and I sincerely apologise.

As you have contacted us within 28 days, I may be able to offer you a refund. Under the terms of our Passenger’s Charter, if the train you catch is cancelled or delayed, and you decide not to travel, we will give you a full refund and you will not be charged an administration fee. The exception is most Advance purchase tickets (i.e. where you must specify the date and time you will travel); they are sold on a ‘no refund’ basis.

Jeff_Bridges_hair

What does it exactly say on your ticket.. Buying them in advance does not automatically mean that it is an 'advance ticket'

also notice the word 'most' these are generally the really cheap 'advance purchase' tickets.

send them in and see what they say - they may charge you £10 per ticket if it was an advance purchase ticket.

VictoriaBlyth

Thanks:)
The tickets are:

Ticket type - Advance 1st

Validity: Booked train only

I have them in an envelope to post now - obviously will need to send them by registered post. So annoying - it blooming well cost me £7 in parking fees too:(

wealdroam

I think they have a cheek not refunding you.

You can only use that ticket on a particular train, so if they do not run that particular train they are not providing the service that you have paid for.

You might try reposting on the railuk fares forum.
There are experts there who will help.

Do not post your request for a refund yet. You have 28 days.

VictoriaBlyth

Thanks:D

Off to look at the link now. To be honest, I am usually quite laid back about things going wrong, but I am a bit miffed at (maybe) not being refunded in this case!

Will let you know how it turns out - keep your fingers crossed for me;)

wealdroam

VictoriaBlyth wrote: »

Thanks:D

Off to look at the link now. To be honest, I am usually quite laid back about things going wrong, but I am a bit miffed at (maybe) not being refunded in this case!

Will let you know how it turns out - keep your fingers crossed for me;)

Good to see you are getting the right answers 'over there'.

pendulum

Erm, I think I'd be chaining myself to something or waving placards if I bought a ticket for a specific train at a specific time, they cancelled it, and they refused to refund. That's pretty outrageous...

VictoriaBlyth

Wealdroam - thank you, seem to have provoked a few different points of view 'over there'!

Pendulum - if they don't pay out, I will give you a call to chain yourself to me in protest:D

Will leave it there, mail the tickets off and let you know what happens.

Thanks again - always get such great help on here, wish I had something to contribute!!!

withabix

They will refund you. Their email seems to be rather confused!

Lum

Did you pay for the ticket on a credit card or Visa debit card?

If so, as a last resort, use Section 75

AirlieBird

They have to refund you. If they don't they are in breach of their own Passengers Charter (quoted below)

Cancelled or delayed trains

You can apply for a full refund on an unused ticket if your train is cancelled or if your seat reservation will not be honoured. You will not be charged an administration fee.
If you have purchased an Advance ticket and your train is cancelled or delayed by more than 60 minutes, special arrangements will be made to accommodate you on the another train (although a seat cannot be guaranteed). If however as a result of the service disruption you decide not to travel, a refund will be offered on completely unused tickets and you will not be charged an administration fee.