Cancelled train - refund refused

Befuddled-bemused

My son booked train seats online last week (2 trains with 1 change)  

When he got to his connecting station he was told the booked train to his final destination was cancelled.  

He got on to the next train - no seat! He said there was a message saying to buy a ticket online, which he did.

He has subsequently tried unsuccessfully to get a refund on the cancelled ticket and been told its "non refundable"

He cannot really afford to lose this money (broke uni student) and morally why should he as they cancelled it not him.  

As he has aspergers he is starting to get stressed so I said leave it with me.  Any advice? 

lisyloo

He should have travelled on his original ticket if he was delayed.

Thrugelmir

Tickets are valid for the next service. Hardly surprising the train was busy as all the passengers on the previous service no doubt took the next available one. 

Skiddaw1

OP, I suggest you post on RailUK instead.

https://www.railforums.co.uk/

turnitround

Why did he not just use his existing ticket to get the next train?  
I dont understand the bit where you say he said there was a message  to buy a ticket online? He already had a ticket valid for his journey so why would he buy another.

pinkshoes

Befuddled-bemused said:

My son booked train seats online last week (2 trains with 1 change)  

When he got to his connecting station he was told the booked train to his final destination was cancelled.  

He got on to the next train - no seat! He said there was a message saying to buy a ticket online, which he did.

He has subsequently tried unsuccessfully to get a refund on the cancelled ticket and been told its "non refundable"

He cannot really afford to lose this money (broke uni student) and morally why should he as they cancelled it not him.  

As he has aspergers he is starting to get stressed so I said leave it with me.  Any advice? 

So he got on a later train and whilst on the train there was a "message" saying to buy an online ticket? A message from WHO?!?! 

Are we talking about an announcement on the train? Or a ticket inspector on the train told him to buy another ticket? Or he looked it up online?

It sounds to be perhaps your son got his wires crossed as he would not have needed a second ticket. As Aspergers counts as a disability then perhaps write to the ticket people and appeal to their better nature that it was unclear to him in this scenario on what he had to do and ask for a refund on the second ticket.

debbie6899

Somebody with Asperger’s would do something totally by the book. If it told him to buy another ticket he would, in a stressful situation he probably didn’t realise he could use his ticket. Any change to routine I imagine he felt even more stressed. Was it done through an app? Usually there is a button to press to request a refund. Messaging them through social media usually works too. Look for their Facebook account and message that way explaining the situation. I would keep trying. 

Befuddled-bemused

1 he bought a ticket for 2 trains at 2 specific times, it was not as I understand flexible to other trains

The second booked train was CANCELLED not delayed

He says he was told to buy another ticket when actually ON the second train - waiting for clarification of who by

Befuddled-bemused

Thanks Debbie6899 - he is a stickler for rules and would already have been anxious that things were not going to plan. 

prowla

If a train is cancelled it is normal to be able to use the ticket on the next available train; indeed, train companies even provide alternative transport (ie. buses) if there is a significant interruption to service (eg. the line is closed).

As for being told to buy a ticket; if he was told to buy a ticket by a guard selling tickets when he said he had one for the cancelled train, then that has to be incorrect.

daveyjp

Contact the retailer of the second ticket in writing (as it was bought on board it will be the train operating company) explaining the situation.

Include details of Aspergers and how this affects an individual's ability to adapt quickly to changing situations and request a refund.