Refund of train tickets for travel between 23-27 December

onashoestring

Information from National Rail regarding  Refunds on Unused Tickets for Travel Between 23 & 27 December.

“We understand that in light of the latest government advice, your travel plans will be changing. To reflect this, some terms & conditions for refunding tickets or changing journeys are different to usual. The information below applies to travel within England and Wales on all train companies excluding Heathrow Express, London Overground, Merseyrail and TfL Rail. Customers with tickets to travel with those train companies should contact them, or the company you bought your ticket from.”

• If you bought your ticket on or after 24 November up to and including 19 December to travel between 23 and 27 December using any type of ticket (Advance, Anytime, Off-Peak or Super Off-Peak)  apply for a refund on any unused ticket from the original retailer. There is no admin fee.

Full details here : 

https://www.nationalrail.co.uk/stations_destinations/coronavirus_refunds.aspx?utm_medium=email&utm_source=railcards&utm_campaign=xmas_travel4_dec20&utm_term=RC&utm_content=cta

Hope this helps someone.

K_W_the_Second

I have just been refused a refund from CrossCountry on two Advance Singles bought on 2 December on grounds that under their t&c these are not refundable. Does this override the National Rail offer of refunds?

sheramber

What are the dates of travel?

epm-84

onashoestring said:

National Rail are offering refunds 

National Rail never offer refunds.  Refunds need to be requested off the company you purchased the ticket from, while any Delay Repay claims go to the train operator responsible for the delayed service (or the first delayed service in the case of a journey with multiple legs and multiple delays.)

epm-84

K_W_the_Second said:

I have just been refused a refund from CrossCountry on two Advance Singles bought on 2 December on grounds that under their t&c these are not refundable. Does this override the National Rail offer of refunds?

On CrossCountry's own site:

If you purchased your Advance ticket on or after 24 November 2020, to travel between 23 and 27 December 2020 inclusive, you are permitted to change your journey to travel at a later date, or refund your tickets. A refund must be claimed within 28 days of the ticket expiry.

You may change your date and time of travel, but your original origin and destination must remain the same. Any changes must be made before the first booked service departs.

For all other dates, Advance tickets are not refundable.

To request a refund or change your ticket please request in the My Account section of our site or Train Tickets app. If you purchased without being logged into your account or do not hold an account please contact our Web Support Team on sales.support.crosscountry@trainsfares.co.uk or 0371 244 2389

https://www.crosscountrytrains.co.uk/coronavirus#general-faqs

onashoestring

National Rail never offer refunds.  Refunds need to be requested off the company you purchased the ticket from, while any Delay Repay claims go to the train operator responsible for the delayed service (or the first delayed service in the case of a journey with multiple legs and multiple delays.)

Thanks I have amended the original post so as not to mislead.

sheramber

epm-84 said:

K_W_the_Second said:

I have just been refused a refund from CrossCountry on two Advance Singles bought on 2 December on grounds that under their t&c these are not refundable. Does this override the National Rail offer of refunds?

On CrossCountry's own site:

If you purchased your Advance ticket on or after 24 November 2020, to travel between 23 and 27 December 2020 inclusive, you are permitted to change your journey to travel at a later date, or refund your tickets. A refund must be claimed within 28 days of the ticket expiry.

You may change your date and time of travel, but your original origin and destination must remain the same. Any changes must be made before the first booked service departs.

For all other dates, Advance tickets are not refundable.

To request a refund or change your ticket please request in the My Account section of our site or Train Tickets app. If you purchased without being logged into your account or do not hold an account please contact our Web Support Team on sales.support.crosscountry@trainsfares.co.uk or 0371 244 2389

https://www.crosscountrytrains.co.uk/coronavirus#general-faqs

The OP has not confirmed the tickets were for travel  between 23rd and 27th December.

K_W_the_Second

Thanks for your replies. I confirm my travel dates were 23 and 27 December. The t&cs when I bought them on 2 December certainly stated they were not refundable (2 Advance Singles) but the Cross Country website quote above contradicts this and I would have thought overrides this. I'll have one more go and then decide how to pursue the matter. Has no-one else had this problem? Incidentally, Trainline refunded my son's tickets (not a Cross Country service, and not Advance Singles so far as I am aware) promptly and without asking. Full marks to them.

epm-84

K_W_the_Second said:

Thanks for your replies. I confirm my travel dates were 23 and 27 December. The t&cs when I bought them on 2 December certainly stated they were not refundable (2 Advance Singles) but the Cross Country website quote above contradicts this and I would have thought overrides this. I'll have one more go and then decide how to pursue the matter. Has no-one else had this problem? Incidentally, Trainline refunded my son's tickets (not a Cross Country service, and not Advance Singles so far as I am aware) promptly and without asking. Full marks to them.

The government have said train operators must refund tickets and due to a significant drop in passenger numbers train operators are effectively running management contracts on behalf of the government currently, rather than the proper franchise.  If I were you I'd stress in line with what the government said and your own website says I'm requesting a refund and if they don't comply then contact Transport Focus: https://www.transportfocus.org.uk/