Problems with ticket refund

13 Posts

Hello,
I bought an advance ticket but when I got to the station, the train had been cancelled. The next train to that destination did not arrive in time for my appointment, so I didn't travel.
The operator, Northern Rail, has said they will refund the cost of my ticket. I need to return my unused ticket to them first. However, they are insisting I return the ticket by post, preferably recorded delivery. I have asked if I can return it to them at a train station, but they say it has to be posted.
I think this is unfair. The ticket cost £5.90. A first class stamp is £0.85, and the ticket may not reach them (or they might claim it didn't). Recorded delivery would be expensive and cost nearly as much as the ticket. They failed in their obligation to run the service and should refund me, without me incurring extra costs. I really don't see why they shouldn't accept the ticket at the train station, or pay the postage.
My question is: are they violating any consumer law? Is there anything I can say to persuade them to accept the tickets at the station or pay my postage costs?
Any advice appreciated.
Thanks in advance,
Luke
I bought an advance ticket but when I got to the station, the train had been cancelled. The next train to that destination did not arrive in time for my appointment, so I didn't travel.
The operator, Northern Rail, has said they will refund the cost of my ticket. I need to return my unused ticket to them first. However, they are insisting I return the ticket by post, preferably recorded delivery. I have asked if I can return it to them at a train station, but they say it has to be posted.
I think this is unfair. The ticket cost £5.90. A first class stamp is £0.85, and the ticket may not reach them (or they might claim it didn't). Recorded delivery would be expensive and cost nearly as much as the ticket. They failed in their obligation to run the service and should refund me, without me incurring extra costs. I really don't see why they shouldn't accept the ticket at the train station, or pay the postage.
My question is: are they violating any consumer law? Is there anything I can say to persuade them to accept the tickets at the station or pay my postage costs?
Any advice appreciated.
Thanks in advance,
Luke
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How did you purchase the ticket and from which company / website / app?
Yes, it's definitely an advance ticket. But when the train was cancelled, it became valid on later trains (unfortunately the next was 45 mins later and too late for my appointment), so perhaps they need proof that I didn't use it on a later train. I'm happy to give them the ticket, but think it's unreasonable to make me post it.
I bought it online and collected it at the station. The provider was Northern Rail.
Luke