I bought a ticket from Malton to York a couple of weeks ago from the LNER website for the 1759 service today (29/5) which is cancelled. According to the TPE website if you choose not to travel due to strike you are entitled to a refund but must apply to whoever sold the ticket which was LNER. I did that from the my account area of their website, before the train was even due to depart (gone by bus instead). I selected the reason that the train was cancelled. Despite this, they have deducted a £10 admin fee from my refund! This isn't right is it? How can I get the rest of my refund?
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Refund from LNER for cancelled Transpennine Express and £10 admin fee charged.
- Thread starter joncombe
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Yes, this is correct. I'd go back to LNER and ask them to reimburse you the £10 admin fee (if you've already had it deducted from your refund), as this doesn't apply when the train you intended to take is delayed or cancelled.
CompactDstrxion
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I would also make a formal complaint to LNER that you were charged the admin fee in the first place, and ask them to update their procedures so this does not happen again.
Is it a question of updating procedures, or is it a case of procedures being clear and staff not doing a good job by not knowing them well enough?
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