Transport User Voice – February 2022 – Cancelled trains and ticket confusion

27 January 2022

How we’ve helped passengers

Refund for a cancelled train

Miss D was unable to use tickets she had bought through new travel website, Omio, as the train was cancelled. She applied for a refund but was advised to contact the train operator. Miss D came to Transport Focus so we could appeal but Omio told us that this is the process.

We explained that the retailer must refund for cancelled journeys for tickets. We also mentioned that when we tested the link to Omio’s page we found it was broken. Omio agreed to deal with the matter and advised that the refund would be with the passenger within two to four weeks. This has since been received.

Split ticket confusion

Mr W was travelling from Petersfield through Guildford to London Waterloo on a South Western Railway train. He had a split ticket and didn’t know both halves needed to be shown and was therefore issued with a Penalty Fare Notice (PFN). Mr W’s father appealed but this was declined and administration charges were added.

We appealed and told South Western Railway that while Mr W had a valid ticket he was confused on what must be shown. We requested that the PFN be cancelled. South Western Railway wrote back stating the appeal was sent late and they would not accept an appeal outside of the timeframe.

We then escalated the appeal to Independent Revenue Collection and Support (IRCAS) with South Western Railway’s comments. We used evidence to show the passenger’s original appeal had been sent within the specified time frame and Mr W should have the PFN cancelled. IRCAS responded stating the PFN had been reduced to the original fee. However, IRCAS would also be in contact with Mr W for further discussion to get the situation resolved.


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