Avanti/Trainline Refund

russweb

Hi everyone

This should be straightforward but isn't. I bought a (non-refundable) ticket from Trainline for Avanti West Coast travel Euston to Brum. Train cancelled, alternatives too full so couldn't travel, want refund as not my fault. Trainline says claim from Avanti and Avanti…you know the rest.

What to do please?

ChargebackCharlie

Did you apply for a refund through the Delay Repay scheme?

https://www.avantiwestcoast.co.uk/help-and-support/delay-repay

russweb

Thanks Charlie, I'll try that

daveyjp

If you abandoned a journey due to disruption it is the retailer you apply to for a full refund, not the train operator.

Don't go through Avanti delay repay, there was no delay because you didn't actually travel.

Go to 'my bookings' in Trainline and 'Refund tickets'.

russweb

https://forums.moneysavingexpert.com/discussion/comment/81991060#Comment_81991060

Thanks Charlie, at least it accepted my claim and it was pretty easy to do. Many thanks

oldernonethewiser

A good advert for booking direct and not through third party sites. 😉

daveyjp

Its not always the booking engine, it is often confusion between claiming a refund under the abandoned journey rules and a payment under the delay repay system.

If I book with LNER and abandon my journey due to disruption, but then apply to LNER for delay repay it would probably get rejected as an incorrect claim.

ChargebackCharlie

In my experience, the clincher is whether or not you buy a ticket for a specific train at a set time or whether you've bought a cheap day return ticket. The former, you'd qualify for a refund, the latter you wouldn't.

daveyjp

https://forums.moneysavingexpert.com/discussion/comment/81994595#Comment_81994595

Personal experience does not overrule the published conditions of travel and your experience goes against the published terms.

If a journey is disrupted and you choose not to start or complete your journey (so it could be abandoned part way through a trip) you are entitiled to a full refund from the retailer, regardless of the ticket type held.