Train ticket refund for cancelled service - where to claim

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?

Comments

  • daveyjp
    daveyjp Posts: 12,388
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    edited 29 October 2019 at 12:55PM
    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.
  • The service was cancelled - we had to beg a lift.
  • daveyjp
    daveyjp Posts: 12,388
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    S30 therefore applies. Remind TPE of this fact and their obligation to refund you in full.
  • yorkie2
    yorkie2 Posts: 1,595
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    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.
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