Cancelled Train - Any refund?

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My train from Newcastle to London was cancelled and I got the next train which arrived 52 minutes after the train I was supposed to be on. When I got to London I put my ticket in the machine and it ate it.

I have since put a claim in to see if I can get any refund for being delayed. The ticket was only £20 anyway but LNER have replied saying I need the ticket to even get my case looked at. I only have the collection receipt and an email from them regarding the booking. Thought this would be enough?

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  • Voyager2002
    Voyager2002 Posts: 15,342 Forumite
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    My train from Newcastle to London was cancelled and I got the next train which arrived 52 minutes after the train I was supposed to be on. When I got to London I put my ticket in the machine and it ate it.

    I have since put a claim in to see if I can get any refund for being delayed. The ticket was only £20 anyway but LNER have replied saying I need the ticket to even get my case looked at. I only have the collection receipt and an email from them regarding the booking. Thought this would be enough?


    The email ought to be enough.
  • YBR
    YBR Posts: 560 Forumite
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    In future don't put your ticket in the barriers but go to the attendant.
    You could even have asked the attendant to get it out for you before there and then.

    As for now I believe the reservation details are generally enough.
  • agrinnall
    agrinnall Posts: 23,344 Forumite
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    If I think I might need to make a delay-repay claim I take a photo of the ticket with my phone before I get off the train. There are some stations where it's very difficult to get a staff member to open a gate without considerable extra delay (Aberdeen platform 7 being one example).
  • oscarward
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    Better to find out why the train was cancelled first.

    I was on a chiltern which was stopped just outside Banbury then reversed back to leamington before being cancelled.

    This was because of a death on the line, my refund was refused as this was allowed under their charter as being an event outside of their control.
  • charlotte1994
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    I would say yes, if you provide the other evidence that you have and say that you used the ticket to get out of the station. If you arrived over an hour after you were supposed to you can get a full refund. Speak to their customer service team and explain, they will have a record of your purchase.
    The ticket was only £20 anyway
    I think rail companies think that people who pay £20 and under won't bother claiming, it's worth doing anyway. It won't cost you anything! Plus it's money back in your pocket.
  • Kite2010
    Kite2010 Posts: 4,304 Forumite
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    oscarward wrote: »
    Better to find out why the train was cancelled first.

    I was on a chiltern which was stopped just outside Banbury then reversed back to leamington before being cancelled.

    This was because of a death on the line, my refund was refused as this was allowed under their charter as being an event outside of their control.


    LNER operate under the Delay Repay scheme, which pays out whatever the reason for the delay, whereas Chiltern operate underneath a previous 'passenger charter' which only pays out for issues within the control of the railway.
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