Advance rail tickets to be refunded for free / Season ticket holders can claim a refund for time unused on their tickets @ Gov.UK
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Advance rail tickets to be refunded for free / Season ticket holders can claim a refund for time unused on their tickets @ Gov.UK

Expert (Beta)125
Expert (Beta)
Posted 23rd MarEdited by:"reindeer333"
The government has announced new temporary measures this morning regarding train travel with these measures applying to all operators.
Anyone holding an advance ticket will be able to refund it free of charge. All season ticket holders can claim a refund for time unused on their tickets free of administrative charges. Ticket holders should contact their operator for details.

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Anyone holding an advance ticket will be able to refund it free of charge. All season ticket holders can claim a refund for time unused on their tickets free of administrative charges. Ticket holders should contact their retailer for details.

The railways have already seen up to a 70% drop in passenger numbers. Rail fares revenue has also reduced as people increasingly work from home and adopt social distancing, with total ticket sales down by two-thirds from the equivalent date in 2019.

The government has provided today’s offer to minimise disruption to the rail sector, vital to the wider UK economy, through these difficult times. Allowing operators to enter insolvency would cause significantly more disruption to passengers and higher costs to the taxpayer. The management fee will allow operators to act in the national interest in tackling COVID-19.

Fees will be set at a maximum of 2% of the cost base of the franchise before the COVID-19 pandemic began, intended to incentivise operators to meet reliability, punctuality and other targets. The maximum fee attainable will be far less than recent profits earned by train operators. In the event that an operator does not wish to accept an Emergency Measures Agreement, the Government’s Operator of Last Resort stands ready to step in.
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Top comments
acpy23/03/2020 08:35

When every country in the world is trying to fight the corona virus. Are …When every country in the world is trying to fight the corona virus. Are we really that concerned about getting money back from the government for travelling? The resources could be useful to be spent somewhere else right now when the country is in need!


When you might have no job to go to, the refund might just go to feed your family. Makes sense?
acpy23/03/2020 08:35

When every country in the world is trying to fight the corona virus. Are …When every country in the world is trying to fight the corona virus. Are we really that concerned about getting money back from the government for travelling?


My train ticket is currently a £3800 paperweight.
I'm self employed, the government are not protecting our earnings.

Luckily I am able to work from home for now, but there are others who will be in a worse situation with no income for the next god-knows-how-long who might have a need for that £3,800…
I'd booked an advanced ticket to London for May 29th ... before we knew it was going to get this bad.

Currently, East Midlands Rail won't let me cancel this online as they say it's non-refundable. I hope this Govt decision means I will be able to get my money back.
If you have a tube pass I would like to say that there’s no rush to do it, if you are unable to to do it online. The wait times on the phone is over an hour, and they will backdate the cancellation to the last time you used the pass.
125 Comments
Unless it’s an annual ticket with less than 3 months remaining presumably.
If you have a tube pass I would like to say that there’s no rush to do it, if you are unable to to do it online. The wait times on the phone is over an hour, and they will backdate the cancellation to the last time you used the pass.
You've always been able to get refunds for part used annual season tickets. How much do you save by there being no amin charges?
Edited by: "wonneil" 23rd Mar
When every country in the world is trying to fight the corona virus. Are we really that concerned about getting money back from the government for travelling? The resources could be useful to be spent somewhere else right now when the country is in need!
acpy23/03/2020 08:35

When every country in the world is trying to fight the corona virus. Are …When every country in the world is trying to fight the corona virus. Are we really that concerned about getting money back from the government for travelling? The resources could be useful to be spent somewhere else right now when the country is in need!


When you might have no job to go to, the refund might just go to feed your family. Makes sense?
wonneil23/03/2020 08:34

You've always been able to get refunds for part used annual season …You've always been able to get refunds for part used annual season tickets. How much do you save by there being no amin charges?


With Greater Anglia ~£10.
I'd booked an advanced ticket to London for May 29th ... before we knew it was going to get this bad.

Currently, East Midlands Rail won't let me cancel this online as they say it's non-refundable. I hope this Govt decision means I will be able to get my money back.
I have advanced rail tickets on a transport for Wales service. I've been told all I can do is rebook on another train in the next 12 weeks. No refund available and the next cheapest journey available during that time was another £7 to pay to keep the tickets valid. They said I would have to keep rebooking tickets during a rolling 12 week window until I was able to use them.

The cheap journey I'm doing is usually only available on one train a day which is £50 or £60 quid. All other journeys on that route available are around £250-350.
Els1e23/03/2020 08:40

I'd booked an advanced ticket to London for May 29th ... before we knew it …I'd booked an advanced ticket to London for May 29th ... before we knew it was going to get this bad. Currently, East Midlands Rail won't let me cancel this online as they say it's non-refundable. I hope this Govt decision means I will be able to get my money back.


That’s a long way off yet. Just hold fire until closer to the time, you never know what the situation will be like then.
Regprentice23/03/2020 08:43

I have advanced rail tickets on a transport for Wales service. I've been …I have advanced rail tickets on a transport for Wales service. I've been told all I can do is rebook on another train in the next 12 weeks. No refund available and the next cheapest journey available during that time was another £7 to pay to keep the tickets valid. They said I would have to keep rebooking tickets during a rolling 12 week window until I was able to use them. The cheap journey I'm doing is usually only available on one train a day which is £50 or £60 quid. All other journeys on that route available are around £250-350.



Els1e23/03/2020 08:40

I'd booked an advanced ticket to London for May 29th ... before we knew it …I'd booked an advanced ticket to London for May 29th ... before we knew it was going to get this bad. Currently, East Midlands Rail won't let me cancel this online as they say it's non-refundable. I hope this Govt decision means I will be able to get my money back.



As this has only just been announced it will take the rail operators a while to update their websites so maybe try again later today or tomorrow.
Edited by: "Delbert.Grady" 23rd Mar
acpy23/03/2020 08:35

When every country in the world is trying to fight the corona virus. Are …When every country in the world is trying to fight the corona virus. Are we really that concerned about getting money back from the government for travelling?


My train ticket is currently a £3800 paperweight.
I'm self employed, the government are not protecting our earnings.

Luckily I am able to work from home for now, but there are others who will be in a worse situation with no income for the next god-knows-how-long who might have a need for that £3,800…
Does this go with scotrail too?
To anyone applying for a refund, don't expect the process to be that quick... even in normal times it took several weeks, depending on the train operator.
Bums! My GF got a refund on her monthly ticket on saturday but had to pay an admin charge of £10... oh well...
I've got a ref code to print tickets on trainpal should I have them printed or do you think I should be able to get a refund through the app soon enough.
GWR also says they won't refund advanced tickets....Probably have to wait until they'll update. I
Alas, my ticket is digital, so thetrainline won't refund me anyway.
Will rail card holders get an extension ?
eliHd45223/03/2020 08:55

Does this go with scotrail too?


Yes, all UK operators are eligible.
Gspaddock23/03/2020 08:44

That’s a long way off yet. Just hold fire until closer to the time, you n …That’s a long way off yet. Just hold fire until closer to the time, you never know what the situation will be like then.


It won't be over then, the 12 weeks isolation for the vulnerable takes us to June. We are on the same trajectory as Italy/Spain, terrible though that is to admit.
I have annual travelcard zone 1-2 to be used in London. I have been asked to work form home until about three months since last week. Could I ask for a refund for three months for this ?. Alternatively I could terminate my annual travel card and get a refund for the rest of it where I do not use it and later but a new one in about three months?
Edited by: "pantaiema" 23rd Mar
lewis.paterson23/03/2020 08:59

I've got a ref code to print tickets on trainpal should I have them …I've got a ref code to print tickets on trainpal should I have them printed or do you think I should be able to get a refund through the app soon enough.


If you haven't printed your tickets yet then don't, hold fire and see what the app tells you to do once the refund option is available.
From past experience it was much simpler getting a refund if you hadn't printed the ticket.
i have bought a train ticket to cambridge , is it refundable ? if so how ?
Can rail cards be extended or have partial refund?
Els1e23/03/2020 08:40

I'd booked an advanced ticket to London for May 29th ... before we knew it …I'd booked an advanced ticket to London for May 29th ... before we knew it was going to get this bad. Currently, East Midlands Rail won't let me cancel this online as they say it's non-refundable. I hope this Govt decision means I will be able to get my money back.


Same with a Trainline ticket. Just playing that waiting game now.
Great spot, but shouldn't this be in discussions
Regprentice23/03/2020 08:43

I have advanced rail tickets on a transport for Wales service. I've been …I have advanced rail tickets on a transport for Wales service. I've been told all I can do is rebook on another train in the next 12 weeks. No refund available and the next cheapest journey available during that time was another £7 to pay to keep the tickets valid. They said I would have to keep rebooking tickets during a rolling 12 week window until I was able to use them. The cheap journey I'm doing is usually only available on one train a day which is £50 or £60 quid. All other journeys on that route available are around £250-350.


Give it 1-4 days for the companies to put this feature live. The websites still need to do the work to enable this. So don:t fret!
For any of the Cymru lads

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dazbang23/03/2020 08:58

Bums! My GF got a refund on her monthly ticket on saturday but had to pay …Bums! My GF got a refund on her monthly ticket on saturday but had to pay an admin charge of £10... oh well...


Same here, although ‘only’ £5, but I’m thinking we might be able to get that admin fee back if we just send an email.
acpy23/03/2020 08:35

When every country in the world is trying to fight the corona virus. Are …When every country in the world is trying to fight the corona virus. Are we really that concerned about getting money back from the government for travelling? The resources could be useful to be spent somewhere else right now when the country is in need!


But that money will hopefully be used by people to buy a weekly shop, so the money will be reinvested. And forgive me for having no sympathy to companies who've absolutely milked the general public and commuters for absolute years.

I've decided that the money I'll get back I will spend with local shops and businesses.
Gspaddock23/03/2020 08:44

That’s a long way off yet. Just hold fire until closer to the time, you n …That’s a long way off yet. Just hold fire until closer to the time, you never know what the situation will be like then.


As I was, along with other Tube nutters, planning to do the Zone One cup (random start station, quickest to visit all 64 zone 1 tube stations), I think I'll avoid this so I'd rather have the refund!
acpy23/03/2020 08:35

When every country in the world is trying to fight the corona virus. Are …When every country in the world is trying to fight the corona virus. Are we really that concerned about getting money back from the government for travelling? The resources could be useful to be spent somewhere else right now when the country is in need!


I really do hope you don't work in customer service.
richardlj23/03/2020 09:51

I really do hope you don't work in customer service.


I don’t and I am proud to say I work for the NHS
thetrainline.com/tra…ion


Advance single tickets
Train ticket exchange and refund rules are set by the individual train operating companies. We sell tickets on their behalf, so we can only apply the rules that they set.

  • This ticket type is normally non-refundable. However, from Monday 23rd March, train operators are moving to a reduced timetable and some trains have been cancelled.
  • Check your train's status using our Journey Planner.
  • If your train is cancelled as a result of reduced timetables, you can now request a refund using our online claim form.
  • We've waived our usual refund fee, to help you during this uncertain time. Please note, due to current high volumes, it can take up to 28 days to get your refund.
  • If your train is still running on this reduced timetable, you’re not eligible for a refund.



So Trainline are saying that you WONT get a refund if your train is still running! But that's against the Government page that states...

'Anyone holding an advance ticket will be able to refund it free of charge. All season ticket holders can claim a refund for time unused on their tickets free of administrative charges. Ticket holders should contact their operator for details.'

Just phoned and Thetrainline has closed its phone service down! So what's going on?
Edited by: "Cheeky2chops" 23rd Mar
Thanks OP been watiting for this news

I'm waiting on the Greater Anglia line at the moment. I've only just been told my position is 42 after waiting 40 mins. I'm going down by about 2 position every 3 mins. I have £4500 ticket and the misses £4200 it will be nice to get a refund on

This will be all the staff in the call centre will be doing today. Poor guys.
Edited by: "spoon_2000" 23rd Mar
advance return rail purchased Leeds - London for the 25-27th April. Trainline still classing this ticket as non-refundable and options to reschedule are more than double the original price
Cheeky2chops23/03/2020 09:58

So what's going on?


The Trainline haven't updated their website yet and have been overwhelmed with calls, thats all, just be patient!
Edited by: "Delbert.Grady" 23rd Mar
acpy23/03/2020 09:53

I don’t and I am proud to say I work for the NHS

Salute to all front line workers. Stay safe.
PaulTheYid23/03/2020 08:38

With Greater Anglia ~£10.


The same with South Western Railway, £10 admin fee and upto 2 weeks to process...
wonneil23/03/2020 08:34

You've always been able to get refunds for part used annual season …You've always been able to get refunds for part used annual season tickets. How much do you save by there being no amin charges?


£10
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