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[Albion] Ticket refund



R

razer

Well-known member
Mar 10, 2019
818
Ormskirk, Lancashire
I took the refundable ticket option for the Leicester game and due to my train being cancelled, I would not have been guaranteed to get to the ground during game time so I turned around and went home.

Trainline refunded my fare with no quibbles but the application to get the game ticket refunded is proving somewhat difficult. The process is not competed by the club and the third party have asked that I provide a written communication from the train company confirming the cancellation.

As you may or may not be aware, train companies either do not answer telephones or tell you to email your request, to which they subsequently do not respond and apparently an email confirming travel "disruption" is not good enough as it doesn't say "cancelled".

Any advice as to where to go from here or do I just suck it up and forget it?
 




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R

raymondo

Well-known member
Apr 26, 2017
7,665
Wiltshire
razer said:
I took the refundable ticket option for the Leicester game and due to my train being cancelled, I would not have been guaranteed to get to the ground during game time so I turned around and went home.

Trainline refunded my fare with no quibbles but the application to get the game ticket refunded is proving somewhat difficult. The process is not competed by the club and the third party have asked that I provide a written communication from the train company confirming the cancellation.

As you may or may not be aware, train companies either do not answer telephones or tell you to email your request, to which they subsequently do not respond and apparently an email confirming travel "disruption" is not good enough as it doesn't say "cancelled".

Any advice as to where to go from here or do I just suck it up and forget it?
Click to expand...
Do you have documentation, online screen shots for eg, of your successful claim from the train company? If that has train company logo then that may be enough 🤔
 
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E

essbee1

Well-known member
Jun 25, 2014
4,829
Tbh Razer, it depends on how much you can be bothered to chase up. Personally, firing off emails to
train companies will probably be fruitless. If you get no joy after a few weeks, I would write a letter to one of the train Execs. explaining the
situation and see what happens. They normally reply (well, if they're like the big supermarket chains etc
they will). And they have a whole machinery of means to write letters back because they've got f*** all to do
with their time (don't put that in the letter mind ;) )
 
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pasty

pasty

A different kind of pasty
Jul 5, 2003
31,171
West, West, West Sussex
Don’t know if it will help but this website lists historical delays and cancellations. If you can find your train and it shows cancelled maybe a screenshot may be enough?

On Time Trains

Find out how often your train journey is on time, look up recent services eligible for delay repay claims and check your station rankings.
www.ontimetrains.co.uk www.ontimetrains.co.uk
 
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Zeberdi

Zeberdi

“Vorsprung durch Technik”
NSC Patron
Oct 20, 2022
7,271
razer said:
I took the refundable ticket option for the Leicester game and due to my train being cancelled, I would not have been guaranteed to get to the ground during game time so I turned around and went home.

Trainline refunded my fare with no quibbles but the application to get the game ticket refunded is proving somewhat difficult. The process is not competed by the club and the third party have asked that I provide a written communication from the train company confirming the cancellation.

As you may or may not be aware, train companies either do not answer telephones or tell you to email your request, to which they subsequently do not respond and apparently an email confirming travel "disruption" is not good enough as it doesn't say "cancelled".

Any advice as to where to go from here or do I just suck it up and forget it?
Click to expand...
That’s laid out in the T&Cs so that’s not unexpected.

Trainline refund cancelled trains automatically if you use the App so check that the option isn’t there on your ticket confirmation in the app.

Failing that, Trainline are pretty hopeless to deal with directly, they are just an agent - telephone Customer Services for the specific train company that provided the train service (East Midlands?) - you may have better luck.
 
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Bozza

Bozza

You can change this
Helpful Moderator
Jul 4, 2003
57,536
Back in Sussex
What a pain in the arse.

I would attempt to use whatever comms you have from Trainline, detailing the refunded fare, as proof that your service was cancelled.

If this doesn't prove sufficient, I'd be contacting Supporter Services at the club about this, as there is no point having this supposed insurance if they make fans jump through difficult hoops to obtain their rightful refund. A cynic may suggest that they know most will just give up as £30 isn't a huge sum of money worthy of investing hours of effort to get back.
 
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Zeberdi

Zeberdi

“Vorsprung durch Technik”
NSC Patron
Oct 20, 2022
7,271
Bozza said:
What a pain in the arse.

I would attempt to use whatever comms you have from Trainline, detailing the refunded fare, as proof that your service was cancelled.

If this doesn't prove sufficient, I'd be contacting Supporter Services at the club about this, as there is no point having this supposed insurance if they make fans jump through difficult hoops to obtain their rightful refund. A cynic may suggest that they know most will just give up as £30 isn't a huge sum of money worthy of investing hours of effort to get back.
Click to expand...
my understanding is ticket refunds are processed/handled by a contracted 3rd party and it clearly says they require proof of the reason for refund request.

The difficulty with Trainline are they are also just a ticket agent on behalf of the train companies so aren’t equipped to get involved with why trains are cancelled or provide proof of cancellation, that’s down to the train company.

I recently contacted Trainline for additional compensation after they had automatically refunded a cancelled train and was told any communications would need to be made directly with Thameslink as the train provider.

There was no indication on the Trainline app for the reason for the refunded just that it was processed so that won’t help- people get refunded tickets for lots of different reasons.

My train to Brighton cancelled in October and automatically refunded by the trainline app but no proof of train cancellation
IMG_1411.jpeg
 
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S

Skuller

Well-known member
NSC Patron
Jun 3, 2017
353
pasty said:
Don’t know if it will help but this website lists historical delays and cancellations. If you can find your train and it shows cancelled maybe a screenshot may be enough?

On Time Trains

Find out how often your train journey is on time, look up recent services eligible for delay repay claims and check your station rankings.
www.ontimetrains.co.uk www.ontimetrains.co.uk
Click to expand...
That’s a great site I didn’t know about. Thanks, I’ll definitely use it in the future. The trouble is that it relies on accurate recording of arrival times. A train I was recently on definitely arrived over fifteen minutes late (eligible for delay repay) but that site says (surprise, surprise) it arrived 14 minutes late.
 
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