Trans Pennine Express refunds

veryintrigued

Anyone else having fun and games with their website?

Talk about website and web support not being fit for purpose.

Amending journeys (and indeed making bookings sometimes) have been poor for a month or so (well before this current situation) but their recent offer to refund Anytime fares bought via their app is somewhat compromised by the fact they expect you to then print of an app only ticket and then send it to them? !!!!!!.

Their additional offer to now cancel Advanced tickets for free is not much better.  Again you apply via their website and again no indication that it's been successful (i.e. no email or screen message) until you come out of the screen and back in and the status has changed to 'Awaiting refund'.

And don't get me started on why they have an additional status of 'Completed' on all future (uncompleted) journeys.

TPE - you're rubbish! I feel for you're staff you take the brunt of telephone calls/webchats!

Bogof_OAP

I have actually found them quite user-friendly, if a bit messy to actually make a claim, involving printing off a form and posting the tickets back to them - at least it's a Freepost address*.  I was on Twitter with their TPE Assist office this morning and got prompt answers.

*Some of the printed forms produce a postal address in Runcorn, and don't say Freepost.  I made the mistake with my first batch of paying £1.40 to post a bundle of claims back.  However I am now advised that the Runcorn address is the same place as the Freepost one, so just use FREEPOST FIRST TRANSPENNINE EXPRESS for sending any claims.

The link I was given to use for anything other than straightforward claims is
…https://firstgroup-refunds.fastrailticketing.com/?s=TransPennine+Express…

afis1904

I've requested refunds for three tickets and I've not been asked to print anything off? I'm not a fan of TPE but this whole process has been quite simple.

Bogof_OAP

Surprised at that, they seem to need all future dated tickets returned, presumably so they cannot be used if you've said you're not travelling.  This in the TransPennine website I'm talking about.  Do you mean you were booked on a TransPennine train service, but may have bought your ticket from another source?

afis1904

Nah, I used the TPE app but I hadn't collected any tickets yet as they were all for April. Maybe that's why it was so straightforward.

veryintrigued

This is the address I was asked to send the app tickets to.

It's not freepost and not possible when you don't have a physical ticket.

Apart from that they are brilliant.

afis1904

I used the refund form and they just gave me a number and said it'll be done within 28 days.