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Avanti double refund
Nasqueron
Posts: 10,163 Forumite
3 weeks ago I was travelling from Birmingham to London with Avanti, I had booked the train direct with Avanti including the (separately operated by West Midlands Railway) local journey to New Street. The cross-city lines in Birmingham were closed on my day of travel until the afternoon due to storm damage. Avanti emailed me the evening before travel saying my first train was cancelled but not to worry, I could just use the next train - except I couldn't as they were all cancelled. I found out from hunting around that they might be accepted on buses but I wanted to ensure I got to the station on time as I needed to get across to the Eurostar terminal so I got a lift in.
Avanti's email said that if I didn't want to travel I could click a link for a refund which I did, but noted I only wanted the first stage refunding as I completed the main journey. Upon arrival at Euston, the train was late so I submitted a delay repay claim too.
In France, I had an email indicating they were refunding the whole first journey (even though I'd used the ticket) and one indicating they were approving the delay repay 25% refund. I found an email for their complaints team as I wasn't wasting money ringing them from abroad and could not find an email address for anything else and the bot chat couldn't cope!
I emailed and stated it was not a complaint but that I didn't want a full refund, just the first leg and the delay repay bit and gave them the reference and could they please only refund the first bit. I got the complaint number back saying it was logged and they'd respond within 28 days. It's now been 19, so I appreciate they have a bit longer but they then refunded both the full train fare and the delay repay so I got back 125% of my ticket fee.
I feel I have done my best to be honest and try and stop them overpaying me but the three teams involved are clearly not talking to each other and I don't really want to poke the hornets' nest by chasing them, any suggestions? Are they likely (or even able) to be able to accept a payment back from me for the leg I took?
Avanti's email said that if I didn't want to travel I could click a link for a refund which I did, but noted I only wanted the first stage refunding as I completed the main journey. Upon arrival at Euston, the train was late so I submitted a delay repay claim too.
In France, I had an email indicating they were refunding the whole first journey (even though I'd used the ticket) and one indicating they were approving the delay repay 25% refund. I found an email for their complaints team as I wasn't wasting money ringing them from abroad and could not find an email address for anything else and the bot chat couldn't cope!
I emailed and stated it was not a complaint but that I didn't want a full refund, just the first leg and the delay repay bit and gave them the reference and could they please only refund the first bit. I got the complaint number back saying it was logged and they'd respond within 28 days. It's now been 19, so I appreciate they have a bit longer but they then refunded both the full train fare and the delay repay so I got back 125% of my ticket fee.
I feel I have done my best to be honest and try and stop them overpaying me but the three teams involved are clearly not talking to each other and I don't really want to poke the hornets' nest by chasing them, any suggestions? Are they likely (or even able) to be able to accept a payment back from me for the leg I took?
Sam Vimes' Boots Theory of Socioeconomic Unfairness:
People are rich because they spend less money. A poor man buys $10 boots that last a season or two before he's walking in wet shoes and has to buy another pair. A rich man buys $50 boots that are made better and give him 10 years of dry feet. The poor man has spent $100 over those 10 years and still has wet feet.
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Comments
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I don't know how much you travel with this TOC, but were this me and Northern - who spend their lives trying to cheat me out of legitimate DR claims - I'd just forget all about it.Ultimately it's down to their incompetence, you haven't defrauded them; I'd not be worrying about it.0
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After 2 months they finally got back to me and gave me the details to repay the excess which I am happy to do, true incompetence but they did at least thank me for "transparency" - honesty would be better word!
Sam Vimes' Boots Theory of Socioeconomic Unfairness:
People are rich because they spend less money. A poor man buys $10 boots that last a season or two before he's walking in wet shoes and has to buy another pair. A rich man buys $50 boots that are made better and give him 10 years of dry feet. The poor man has spent $100 over those 10 years and still has wet feet.
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