Journey Beyond Rail Expeditions Refusing refunds

rooster7

I don't think the Australian rail operator Journey Beyond Rail Expeditions (JBRE), formerly known until last year as Great Southern Rail(GSR), has yet featured in the forums (although I'm willing to be corrected).  I wonder if there are others like me battling to get a refund from the company for a cancelled rail journey.

Short story - my booking last September was for a journey on the Ghan between Adelaide and Darwin, due to start 5 April 2020, cancelled by the company on 23 March. The company claim they did not cancel but 'suspended' the service because of Govt restrictions; have imposed a 100% cancellation penalty because of the short period between cancellation and start of journey; have offered credit of 110% of booked value valid to 31 December 2022; and have flatly refused to entertain refunds.
Whilst the credit offer is ostensibly reasonable, it is clearly more so for the locals than for the likes of us 12,000 miles away.  And who knows what air travel arrangements and costs, as well as rail journey costs, are likely to be one and two years into the future.
The Ghan is, and is marketed as, primarily a tourist train and is likely to be patronised by a sizeable proportion of overseas passengers. Has anybody else fallen victim to this company's attitude and is willing/able to share their experience?

[Deleted User]

I haven't experienced this but just wondering if you got an email cancelling your rail journey?  Did you book this direct.   If so did you pay by card?   You could possibly try a chargeback on the basis ' the goods were not delivered'.    They may decide that a 110% voucher is acceptable though - you can only try.    You could also check your insurance?     Good luck.    

blindman

Tedber said:

I haven't experienced this but just wondering if you got an email cancelling your rail journey?  Did you book this direct.   If so did you pay by card?   You could possibly try a chargeback on the basis ' the goods were not delivered'.    They may decide that a 110% voucher is acceptable though - you can only try.    You could also check your insurance?     Good luck.    

The problem with charge back and insurance is that a voucher has been offered, so neither would likely be effective IMHO.
What was the exact text of the correspondence?


Facebook has some comments
And there is a contact Email for an MP who will allegedly investigate as Journey beyond has been given a Government grant

Email hurtlevale@parliament.sa.gov.au

blindman

Her'e a screenshot of the FB post

rooster7

Tedber and blindman. Thanks for your comments.
Tedber. I did get an email on 23 March with a sort of cancellation.  The exact text was '...we have today announced the suspension of all rail journeys'  and 'At this stage, The Ghan, Indian Pacific and The Overland will be suspended until 31 May 2020'.  So a careful avoidance of the term 'cancellation'.  In subsequent emails there is an explanation that 'As the service was not cancelled by Journey Beyond Rail Expeditions, but rather was cancelled as a result of government restrictions in relation to movements across state borders....(no refunds)'.  Has all the signs of the lawyers being busy in getting their words right.

It was a direct online booking paid for by bank transfer from HSBC. I'd normally use a credit card for this sort of overseas purchase but Australia still permits a surcharge for using a credit card - in this case approaching three figures, many times the HSBC charge. (Three cheers to the EU for banning this practice).  So no s 75 protection  I might need to ask HSBC about chargeback on a bank transfer some time in the future. I've started down the insurance route which is ongoing, with an initial response of 'the company cancelled, ask for a refund'. 

blindman  I think the above gives you more detail of the circumstances.  I'm  grateful for your  pointers to the local politician and the Facebook posts.  From these, it's good to know there are others from UK/overseas who are putting the pressure on and getting the right result in some cases.  It encourages me to go back again to JBRE and further argue my case knowing that they have agreed and paid refunds. 

As a non-Facebook/social media dinosaur I obviously miss out on a lot of what goes on this modern world.  Maybe I should get a Facebook account so that Mr Zuckerberg can then trace my every move!

Alan_Bowen

There is no such thing as a chargeback on a bank transfer, it is like paying in cash, when it's gone, it's gone. Your only option depending on the terms of the policy is your insurance, and unless you have a very good company, most have been less than helpful during this crisis.

blindman

rooster7 said:

.  It encourages me to go back again to JBRE and further argue my case knowing that they have agreed and paid refunds. 

As a non-Facebook/social media dinosaur I obviously miss out on a lot of what goes on this modern world.  Maybe I should get a Facebook account so that Mr Zuckerberg can then trace my every move!

Have you emailed the MP concerned?

No charge back with a bank transfer-worst way to pay anybody TBHO.

Insurance may be flaky as they have all proved to be unhelpful and at the moment JRB have "suspended" not cancelled.

Mrs B has the FB account for her slimming world during COVID. It is VERY tightly locked down

You can always create FB account just for this matter and when resolved, delete it.

rooster7

Thanks blindman.
Yes I have emailed the MP
The 'suspended/cancelled' is a nice point.  For travellers the effect is the same of course - 'you ain't going'
It's akin to the reported spat between Which? and Viagogo about tickets for festivals which the organisers say are cancelled this year but which Viagogo say will be valid for next year ie the event has been rearranged to another date  Plenty of people saying that's no good for me..  I believe the CMA are interested.  I've invited the Australian equivalent (ACCC) to look at JBRE - ongoing.
My OH actually has a (rarely used) FB account.  I need to talk nicely to her

rooster7

Happy ending. JBRE finally agreed to refund and the money is in my account.
Trick is a combination of persistence and getting past the junior staff who can only regurgitate the company line and going straight to the top.  Linkedin very helpful to get names and contacts.