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Coronavirus Ticket Refund Policy – Update 3 November 2020


Ticket Refund Rules

Anytime and Off-Peak Ticket Refunds
Usual ticket refund rules apply and therefore refunds are available on any unused or part used tickets in cases where the customer is unable to travel, provided the refund request is made no later than 28 days from the expiry date of the ticket.

Advance Purchase Ticket Refunds
Usual Advance Purchase ticket refund rules apply for all tickets sold after 23 March and therefore for these tickets, refunds are not permitted but can be exchanged re a change of travel plan.


Administration Fees

Refund Administration Fees for Anytime and Off-Peak Tickets
The administration fee for all Anytime and Off-Peak ticket refunds, of no more than £10, should be charged for any ticket booked on or after 7 September.

Administration Fees for Advance Purchase Ticket Changes
Following the government’s announcement on 31st October that the whole of England will enter a four week lockdown starting 5th November and lasting until 2nd December, the previously announced easements to Change of Journey fee policies for Advance tickets (dated 27th October) will be extended.

Advance tickets purchased to or from any National Rail station in England before 1st November, for travel between 1st November and 2nd December, can be changed free of charge.

Advance tickets purchased to or from any National Rail station in Wales or Level 3 or 4 stations in Scotland before 1st November, for travel between 1st November and 2nd December, can also be changed free of charge.

Details of the various levels in Scotland can be found at https://www.gov.scot/publications/coronavirus-covid-19-protection-levels/

 

Pre-Existing Local Restrictions
The above is in addition to previously announced current local lockdowns (27th October). Advance tickets to these areas can still be backdated where local restrictions are already in place (e.g. journeys to or from Liverpool, Greater Manchester, or London), provided the Advance ticket was purchased prior to the official announcement of that areas change in tier, and to areas subject to local restrictions before the tier system was introduced on 12th October (such as North East England).

For more details on these rules, please go to https://www.atoctravelagents.org/news?action=view&newsID=202

For all Advance Purchase change of travel exchanges, customers must request the change before the original travel date and should note that if the new tickets are more expensive when requesting a change of travel plan, they will have to pay the difference.

 


Timeframes for Refund Submissions

Normal timeframes for refund applications apply for all ticket types booked on or after Monday 7 September.

Therefore, your customers must submit tickets for refund to your agency no later than 28 days from the expiry date of the ticket. Your agency should then ensure that the refund application is submitted during the same accounting period.


TARS and Auto Refund Systems

TARS and all Auto Refund systems reverted back to normal refund processes for all tickets purchased on or after Monday 7 September.


For all up to date travel advice, please refer your customers to the National Rail Enquiries website at www.nationalrail.co.uk/coronavirus


Rail Delivery Group Travel Agents Team
 




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