Great Western Coffee Shop

Put this in the South Wales section as its relating to a journey from Manchester-South Wales.

I am booked to travel on the 10.30 from Manchester Picadilly next Sunday back to South Wales but after checking the journey online I noticed the train has been cancelled, i assume due to engineering works. I visited the station and they confirmed this to be the case and gave me an alternative option, leaving Manchester on the 9.30, changing at Crewe for a bus, then train at Shrewbury (after a 1 hour 20 minute wait???), then another train at Newport. My total journey would be almost 7 hours instead of the usual 4.5 hours!
The train station staff couldnt refund it as i didnt book it via them but on the FGW website which is fair enough. But I found them a lot more helpful than the phone service.

The change of time is no longer convenient for me so how do I go about getting a refund? I know refunds arent given on advance tickets but surely if the train they have booked you onto doesnt exist then they are at fault? I booked them via the FGW website and have been in touch with them via phone, they havent been that helpful, it doesnt help matters that the timetable isnt really clear, one minute the train hasnt been cancelled then it has, then it hasnt again???

As its an arriva service but booked via the FGW website who is responsible for sorting out the problem? Had I not checked on the website i could have turned up for the train but it wouldnt have existed!

From the  'Advance Purchase' Terms & Conditions (http://www.nationalrail.co.uk/times_fares/advance_conditions.html) on National Rail Enquiries:


Therefore, if your train is cancelled you are entitled to a full refund. Send your tickets to the address below (best to keep photocopies/scans of them) with a covering letter explaining you are requesting a refund as per the conditions on National Rail Enquiries.

FGW Refunds
PO Box 23972
Edinburgh
EH3 5DA

I have checked NRE and I can see that there is no 1030 service from Manchester Piccadilly to South Wales on Sunday 20th, other services that morning are shown as diverted between Crewe and Shrewsbury - can't see info about replacement buses - perhaps the details have changed again since you enquired at a station. WebTIS based booking engines (redspottedhanky.com, East Coast) also do not show a 1030 service. But trainline.com based booking engines (FGW) are still showing the 1030 and taking bookings. Suggest in your request for refund you make it clear that the information provided by National Rail Enquiries (the definitive source) shows that your booked train is no longer running at a time convenient to you. I suspect the 0930 is your train, leaving an hour earlier because of the diversion. That to me still counts as a cancellation and eligible for a refund.

Does first great western refund online bookings directly? are you sure that they don't have to go back threw the website as its ran by the trainline ... btw not saying your wrong fgw may well deal with it that way, but the issue is the same as with atw its a different retailer

Thanks for your help, after several long phone calls where I was placed on hold for up to 15 minutes they have finally agreed to give me a refund and have asked me to do as you suggested, send the tickets to FGW offices in Edinburgh and they will credit back the amount to me.

The reason there was an issue is as its an Arriva Trains Wales journey and apparently its their fault not FGW. But to me, FGW sold the ticket, I paid them the money so its up to them to resolve it. Which im pleased to say they have. Im not sure how it works when you book another TOC's service a ticket on another TOC website? Or indeed if the journey is split over several TOCs.

At the station they told me that id need to leave on the 9.30am or 12.30pm whichever was most convenient for me, and use a replacement bus between Crewe-Shrewsbury. I dont understand why there is so many different versions of this timetable less than a week before. It will be interesting to hear what does end up running.

I tend to book all tickets online via FGW website as i find it a good website to use, plus they dont charge any postage or card fees. In future I may book most tickets at the station if I can, as they are more helpful there when it comes to dealing with queries. 

The address I gave is the one to be used for refunds on purchases from FGWs online booking engine. It is the same address as the trainline.com. They provide the back office support for all web sales on sites that use their booking engine. Who is actually running the trains you are booked on is an irrelevance for the customer. Refunds are processed by the original vendor of the ticket.

If the OP had sent his tickets to FGW Customer Services in Plymouth they would have just forwarded the claim to Edinburgh.


relex109 will be very glad to hear that!

Thanks for clearing that up, that address is very handy

 ;D

Checking the live departure boards this morning just to see what has happened, the 9.30am is running to Milford Haven direct, diverted via Chester (and calling at Chester and Wrexham General). The 10.30 is also running but just as far as Cardiff Central.  Completely different to the info that was given at the station last week and online during the week. Hopefully they will still give me my refund! Ive sent the tickets by post.

Result! Had the money back. It was worth all the long phone call trying to sort it out!

Well done, Jez: a good result, then!  :)

Thanks, yes glad about that!  ;)