MSE News: South West Trains season ticket holder? Here's how to claim a 10-day refund

edited 22 August 2017 at 11:54AM in Public Transport & Cycling
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Former_MSE_Megan_FFormer_MSE_Megan_F Former MSE
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edited 22 August 2017 at 11:54AM in Public Transport & Cycling
Thousands of South West Trains commuters hit by Waterloo disruption are on track for refunds worth £100s after a U-turn over compensation...
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'South West Trains season ticket holder? Here's how to claim a 10-day refund for Waterloo works'
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  • JasXJasX Forumite
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    Well this is excellent, I can claim compensation for up to 10 days of travel from 7th-11th August and 14th-18th August and can lodge a claim anytime from this Saturday (26th August) until the expiry of my season ticket.

    My season ticket expired on August 15th so I have suffered the majority of this disruption commuting on SW trains daily. I am eligible for compensation, but because the expiry date of my season ticket happened to fall during the disruption but before it was possible to claim it's systemically impossible for me to have ever got it?

    System broken slightly perhaps.....?
  • KeithPKeithP Forumite
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    JasX wrote: »
    Well this is excellent, I can claim compensation for up to 10 days of travel from 7th-11th August and 14th-18th August and can lodge a claim anytime from this Saturday (26th August) until the expiry of my season ticket.

    My season ticket expired on August 15th so I have suffered the majority of this disruption commuting on SW trains daily. I am eligible for compensation, but because the expiry date of my season ticket happened to fall during the disruption but before it was possible to claim it's systemically impossible for me to have ever got it?

    System broken slightly perhaps.....?

    What was their response when you pointed this out to the train operating company?
  • JasXJasX Forumite
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    KeithP wrote: »
    What was their response when you pointed this out to the train operating company?


    I'll let you know after August 26th when I try to put in a claim (which they'll probably take 2 weeks to look at anyway)
  • yorkiebaryorkiebar Forumite
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    Just got my compensation, very easy. Took my photocard to the ticket office, they scaned the barcode and the terminal popped up with a £186 refund!

    5 days of that was for the 2nd week of the waterloo disruption (I didn't have a monthly ticket for the first week) and 4,5 days of compensation for earlier days going back to February.

    The refund was put onto my credit card there and then, all done in a couple of minutes.
  • dabe1971dabe1971 Forumite
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    Odd situation for me. My local station is ex-SWT so I purchased a SWT Annual Season Ticket in June for my commute to my new work base. I get all the benefits SWT gold card members get but the route I use is actually on GWR services, Basingstoke to Reading.

    But this compensation offer doesn't state you have to be travelling into WAT, it just says SWT Season Ticket holders are due refunds. I have been indirectly affected as it's been crazily busy as they've encouraged more commuters to travel into London via Reading so I'm due something but I've no idea how much.
  • KeithPKeithP Forumite
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    dabe1971 wrote: »
    ...so I'm due something but I've no idea how much.

    Why not?

    Did you read the article linked to in the opening post?

    Here's just one line from it:
    The compensation will be the cost of a single ticket each way, worked out as a proportion of your season ticket.
  • I live in Portsmouth and travel to work on the Portsmouth to London Waterloo line, which I have a monthly season ticket for. Despite my journey only being a few stops (and never actually reaching London Waterloo) I was very pleasantly surprised when the ticket office offered me a refund for 10 days worth of travel off my new season ticket! :j
  • I am having real trouble claiming the season ticket refund. Although I travel every day on South West Trains, the ticket office I buy my monthly season ticket from is run by Southern. I've called South West Trains who say I'm eligible for a refund but it needs to be given by Southern, National Rail have confirmed this yet Southern are being really difficult about it. They've suggested I do their "Delay Repay" but it's not really the same thing as you have to claim for delays to each individual journey... Does anyone have any suggestions?

    Thanks!
  • edited 30 August 2017 at 2:19PM
    snezhinskprojectsnezhinskproject Forumite
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    edited 30 August 2017 at 2:19PM
    I have an annual season ticket to cover my journey from Wandsworth Town to Waterloo each day, BUT it is on a TfL Oystercard. So I suspect from my initial engagement with SWT that it's not going to be an easy process. So far:
    • - went to the Waterloo ticket office, who refuse to deal with it and tell me to call SWT customer relations (0345 600 0650)
    • - called said customer relations, who tell me to email customerrelations [at] swrailway [dot] com - apparently I have to provide my TfL purchase statement, so they can check my tap in/out data

    I suspect what they will say is I didn't tap in/out for many of the affected days owing to holiday/using alternative travel methods to get round the issues, to reduce the refund. That will be annoying if they are automatically giving the refunds to normal season ticket holders without any actual use data.

    We'll see ...
  • Just rang customer service and simply said that I wanted to claim void days for my annual season ticket. They took my photo card number and then processed a £240 refund! Turns out that in addition to the 10 void days for the recent upgrade works there were a handful of others that I hadn't claimed.

    Worth noting that the way they calculate the daily refund cost for an annual ticket is: Annual Cost / 260. I think the reasoning is that there are approx 260 week days in a year after accounting for bank holidays. For me that worked out to around £13.50 per day!
    Truly great madness can not be achieved without significant intelligence
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