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Author Topic: Changes to Split Ticket conditions - 01 Oct 16  (Read 5033 times)
grahame
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« Reply #15 on: December 07, 2019, 07:12:52 am »

There has been a revision of the NRCOT; the new version came into force on Wednesday (4 Dec 2019). ...

Looking at the summary of changes

Quote
The rules around transferring tickets have changed.
A ticket may now be transferred to another person, providing it has;
1. not been made out in a customerís name, and
2. the journey has not started

That makes sense. The old rules about a ticket being not transferrable from the person for whom it was purchased lead to some interesting (technical to my knowledge) breaches.  Let's say I bought tickets for myself and my wife to travel to Brundall Gardens to see the arboretum, but then the weather was foul and I wanted to take my friend Gareth to see the last of the semaphore signals in the area ... prior to the changes, in theory the ticket would have had to be refunded and re-issued, now it can be transferred.

The new condition in full:

Quote
5. TRANSFER OF TICKETS
5.1. A Ticket may be transferred by the person who bought that Ticket to another
person, but only if:
5.1.1. the Ticket has not been made out in the passenger's name (which includes where the passenger is identi ed by a designated Railcard, photocard or other identifying means);
5.1.2. the journey has not begun (for example, if you intend to transfer a return Ticket you must not have used the outward portion of that return Ticket, or if you intend to transfer a weekly Ticket you must not have used it for any journeys already); and
5.1.3. the transfer is not a resale for more than the price paid for the Ticket by the person who  rst purchased it from a Train Company or a Licensed Retailer.
5.2. A Ticket which is validly transferred remains subject to all the conditions of travel originally applicable to it.

And in summary, a second change:

Quote
When a customerís journey is likely to be delayed by more than 60 minutes, they will have the option of either;
a. a refund of their ticket (unused tickets only)
b. re-route via an alternative route, or method of transport, or - in some
cases - overnight accommodation will be provided without extra
charge
c. continuation of their journey at a later date convenient for them

and that in full

Quote
28. WHAT HAPPENS WHEN THINGS GO WRONG?
28.1. We want you to be satisfied with your journey. If you have any problem that cannot be resolved to your satisfaction at the time, every Train Company provides details of how to make a complaint or comment on its website and on notices at stations and on trains.
28.2. Where disruption prevents you from completing the journey for which your Ticket is valid and is being used, any Train Company will, where it reasonably can, provide you with alternative means of travel to your destination, or if necessary, provide overnight accommodation for you.
28.3. Where your train is likely to be delayed for more than 60 minutes, you may use your Ticket to make your journey at a later date subject to comparable restrictions on your Ticket. Please refer to your Train Companyís website or contact them directly for details on how to obtain a replacement Ticket.
28.4. In other circumstances disruption to train services may mean that you are entitled to compensation or a refund on your Ticket. Part F explains your rights to refunds and compensation.
28.5. If your train is delayed for more than 60 minutes, your Train Company may, in certain circumstances, provide you with meals and refreshments if they are available on the train or in the station, or can reasonably be supplied, and in reasonable relation to the waiting time.
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Adrian
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« Reply #16 on: December 08, 2019, 08:43:53 pm »


And in summary, a second change:

Quote
When a customerís journey is likely to be delayed by more than 60 minutes, they will have the option of either;
a. a refund of their ticket (unused tickets only)

Previously, when services are disrupted, was it not possible to get a train back to your originating station and get a refund?  This situation typically arises when the journey involves changing to a connecting service, and you are effectively left stranded mid-journey.

Also, does the return portion of a ticket count as unused if the outward journey has been made?
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JontyMort
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« Reply #17 on: December 08, 2019, 09:40:30 pm »


And in summary, a second change:

Quote
When a customerís journey is likely to be delayed by more than 60 minutes, they will have the option of either;
a. a refund of their ticket (unused tickets only)

Previously, when services are disrupted, was it not possible to get a train back to your originating station and get a refund?  This situation typically arises when the journey involves changing to a connecting service, and you are effectively left stranded mid-journey.

Also, does the return portion of a ticket count as unused if the outward journey has been made?

By analogy with 5.1.2, presumably a return portion ceases to be unused as soon as the outward journey has been started (or the last day for making it has passed).
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grahame
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« Reply #18 on: December 09, 2019, 05:30:21 am »

Previously, when services are disrupted, was it not possible to get a train back to your originating station and get a refund?  This situation typically arises when the journey involves changing to a connecting service, and you are effectively left stranded mid-journey.

Also, does the return portion of a ticket count as unused if the outward journey has been made?

By analogy with 5.1.2, presumably a return portion ceases to be unused as soon as the outward journey has been started (or the last day for making it has passed).

The detail - though not the summary - make it clear that "the journey" on a return ticket is the whole round trip.

The NRCoT state your entitlement and there's nothing to stop an operator compensating beyond terms laid down. In the case of "stranded, mid-route" if a return home and abandonment of the journey is the only sensible option, ask nicely and you'll probably get a positive answer.    I can think of a couple of personal Melksham to Weymouth day trips on Sundays that went wrong and had to be abandoned, both documented somewhere back in the archive. On both occasions, I think I was far more concerned for others travelling with me than for the refund, which I don't think I pressed for.   

In both cases onward transport was offered by road, but would have taken so long to gather up and then to travel that it "killed" the day and the pragmatic thing was to abandon - with more thought to not wasting a complete day than getting what's not a lot of money for that trip back.

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