Transpennine Express Refund

[parkender102]

Transpennine Express have advised people not to travel on certain routes this Sunday 13/2 as there is a reduced timetable due to Strike action. So we've decided not to Travel from Leeds to Chester. Their websites states a Full Refund will be made for the portion of the journey affected and that no fees will be charged. However I bought our (2) Tickets through Raileasy and when I try to request a refund on their website it says it will deduct a Refund Fee of £10.

Strike Action | Travel Updates | TransPennine Express

www.tpexpress.co.uk

 

[Class800]

TPE website says

To claim your refund you will need to return the ticket to where it was purchased. We will not charge an administration fee for this."

- However, if you have bought the ticket from a third party seller, they might still charge a fee (it just says that TPE won't charge one). You will need to ask the seller if they could consider waiving it?

 

[Bletchleyite]

As a general thing for this sort of refund you need to go via customer services rather than use the automated refund process in order to avoid the £10. But I seem to recall Raileasy indeed do not waive it in this case, and because it is the Published Timetable of the Day the new NRCoT seems not to "hard" entitle you to a refund at all (though the wording is appalling and it is far from clear this is the intention).

 

[parkender102]

Cheers - I will try Customer Services - By issuing an amended timetable on the TPE Website and the advice not to travel does this not become Published TimetabLe of the Day?

 

[robbeech]

TPE website says "To claim your refund you will need to return the ticket to where it was purchased. We will not charge an administration fee for this." - However, if you have bought the ticket from a third party seller, they might still charge a fee (it just says that TPE won't charge one). You will need to ask the seller if they could consider waiving it?

Should be no asking for consideration, if the timetable is different they are entitled to a few free refund regardless of which retailer they used.

Cheers - I will try Customer Services - By issuing an amended timetable on the TPE Website and the advice not to travel does this not become Published TimetabLe of the Day?

Again, If your train is cancelled, it’s timings amended or your reservation will not be honoured then you’re entitled to a fee free refund from the retailer.

Often with retailers the automated / semi automated process of refunds done online doesn’t take fee free refunds for disruption into account so will always try to charge the fee meaning you have to contact them manually. This is poor imo and many retailers would do well to improve this.

 

[Haywain]

If your train is cancelled, it’s timings amended or your reservation will not be honoured then you’re entitled to a fee free refund from the retailer.

Exactly this. I see no way the PToD affects this entitlement.

 

[gray1404]

Would it be possible for you to get a refund on your tickets through the book with confidence scheme?

If any of the trains you were originally booked to travel on no longer exist in the timetable then you are entitled to a fee free refund anyway.

 

[js517]

Often with retailers the automated / semi automated process of refunds done online doesn’t take fee free refunds for disruption into account so will always try to charge the fee meaning you have to contact them manually. This is poor imo and many retailers would do well to improve this.

It is in third party retailers interests to try to process as many refunds via self service forms as possible since any manual processing is expensive. They're certainty not all intentionally charging admin fees when they shouldn't be. An incorrectly applied fee or refund just ends up in more work for customer services when the customer inevitably contacts them. I don't know whether the same can be said of TOCs since they're able to cross subsidise retail operations.

The Trainsplit self service refunds form for example takes disruption (cancelled and re-timed services as well as broken itineraries) into account and will offer a fee free refund if possible. Ticket scans are also taken into account but there are limits to what can be done due to poor quality scan data.

 

[Haywain]

I don't know whether the same can be said of TOCs since they're able to cross subsidise retail operations

TOCs also have an interest in keeping costs under control, regardless of opportunities to cross-subsidise.

 

[Bletchleyite]

Cheers - I will try Customer Services - By issuing an amended timetable on the TPE Website and the advice not to travel does this not become Published TimetabLe of the Day?

For clarity I mean retailer customer services, not TOC. I have had this sort of refund from Trainline before and had to chat with them rather than use the automated facility.

Exactly this. I see no way the PToD affects this entitlement.

30.1 reads like it does but is appallingly worded.

 

[Watershed]

Transpennine Express have advised people not to travel on certain routes this Sunday 13/2 as there is a reduced timetable due to Strike action. So we've decided not to Travel from Leeds to Chester. Their websites states a Full Refund will be made for the portion of the journey affected and that no fees will be charged. However I bought our (2) Tickets through Raileasy and when I try to request a refund on their website it says it will deduct a Refund Fee of £10.

Strike Action | Travel Updates | TransPennine Express

www.tpexpress.co.uk

If you're in luck and the trains you've booked on are running, you can travel as normal.

In the far more likely event that your train has been cancelled, you are entitled to a fee free refund. This applies regardless of ticket type or retailer.

I suspect you will need to contact Raileasy manually to claim your fee free refund - it sounds like their automated form is not designed to deal with refunds for when there are cancellations.