Train ticket refund for cancelled service - where to claim

veryintrigued

Been asked a million times I bet but a recent Northern Rail service was cancelled but the advance tickets were bought through TPE (so I could get some Topcashback money).

Network Rail state to progress a refund with 'the retailer of the ticket'. Hence raised this with TPE.

TPE have rejected my claim on the grounds of:

'... our records show that this service was operated by another train operator (Northern)...'

Have a misread the instructions?

daveyjp

More info is needed.

Did you travel or did you cancel your trip entirely?

If a service is cancelled and the passenger makes a decision not to travel the refund is from the retailer, even on advanced tickets.

Section 30 National Conditions of Travel.

If you travelled on a later service you claim delay repay through the train operator.

veryintrigued

The service was cancelled - we had to beg a lift.

daveyjp

S30 therefore applies. Remind TPE of this fact and their obligation to refund you in full.

yorkie2

veryintrigued wrote: »

Been asked a million times I bet but a recent Northern Rail service was cancelled but the advance tickets were bought through TPE (so I could get some Topcashback money).

Network Rail state to progress a refund with 'the retailer of the ticket'. Hence raised this with TPE.

TPE have rejected my claim on the grounds of:

'... our records show that this service was operated by another train operator (Northern)...'

Have a misread the instructions?

TPE are utterly useless as a retailer.


They are required to fully refund 100% of the cost of the ticket, with no admin fee.


Keep chasing them; if they refuse to pay up you can either escalate the matter to the Rail Ombudsman ( https://www.railombudsman.org/making-a-complaint/start-a-complaint/ ) or contact your bank to do a card chargeback.