Train ticket refund due to train times change & self isolating

Teecee69

I purchased advance train tickets with Avanti West Coast trains for a trip in April. They have changed the timetables so I would not be able to use the train on the new schedule plus I am someone with a health condition that the government says I should be self isolating for 12 weeks which is past the train ticket date. As the reason for my trip is a hospital appointment I would have no need to travel at a later date as the appointment will be canceled. The train company website and email informing me of the change in schedules states that refunds are not available on advance tickets. What are my rights on this? Can they refuse to refund my tickets? Any help would be greatly appreciated..Thanks.

AlanKudz

According to west coast trains  site They are refunding tickets
avantiwestcoast.co.uk/help/coronavirus-travel-information

insert_random_name_here

AlanKudz said:

According to west coast trains  site They are refunding tickets
avantiwestcoast.co.uk/help/coronavirus-travel-information

Not 100% correct. 
On that page they state that "...we have removed the admin fee on Advance ticket changes and are offering full refunds, without an admin fee, on all Off-Peak and Anytime tickets" and then "Advance tickets are non-refundable, but can be exchanged for an alternative date or time without a charge"

daveyjp

If your booked train time has changed you are entitled to a full refund, regardless of ticket type.

This is in the National Rail Conditions of Travel.  Avanti can't make their own rules up to try and avoid consumer rights.

pinkladyvenus

have a look at the advice given by  thedogwalker1234

Hi, this week Trainline refunded my non-refundable Advance return tickets from London to Manchester  (purchased to see a football game which was cancelled). Apparently Avanti have said that they will refund advance tickets if a new ticket is purchased, but the new ticket can be refunded immediately. Its a bit creative and needs a little effort but I think that's what this site is all about! I was 168 in the queue when I called Trainline and it took around 40 minutes to speak to someone but it was worth it, all completed on one call with me using the Trainline app to book the new ticket whilst on the phonecall. Refunds were confirmed by email in minutes. Good luck!

I used his advice and got a refund on 3 non refundable advance tickets.

DanielDeronda

Looks like the government are taking control of the train operating companies, so you should be able to get a full refund without a £10 admin fee for advance, non-refundable tickets. Link below:
https://www.moneysavingexpert.com/news/2020/03/all-train-tickets-to-be-refundable-as-government-offers-to-tempo/?utm_content=1584954340&utm_medium=social&utm_source=facebook,twitter&fbclid=IwAR23I3BNaHjWf0jLiKFgbNvl7qKkzB0U1jdpsFwC8Bc9rrL335qc59fwWqI

AlanKudz

LNER website have just refunded my tickets that were via another Train company .. I should think you'll be ok.

Teecee69

Thank you all for your comments. However at the moment the Avanti website is still not letting me take a refund. I have messaged them and emailed them. I am still waiting for a reply. 

Mind_Overload

I hope you don't mind me asking about a train situation on your thread. 

My elderly grandparents were due to travel to a family funeral 24th March and return 26th March. They have the tickets in hand ,but they are unused as per government rules they should self-isolate for 12 weeks.

If they wrote a letter, attached the tickets do you think they would get a refund? I'm unsure of the procedure here as it's after the travel date.

I should of sorted this for them at the beginning of the week but everyone has been rather overwhelmed with numerous things.

The tickets were booked with West Midlands Railway, but they are unable to get through on the phone. 

Many thanks.