Can you help me overcome apparent sluggishness by the GWR train company? We bought tickets for two senior railcard return journeys from Paddington to Castle Cary in Somerset on 29 April, returning at the beginning of May, for the grand total of £114.60.
However, we were forced to cancel our trip two days before we were due to travel due to illness, and posted the appropriate GWR refund form. Over the intervening three months I have phoned six times to chase the refund. Each of its call centre staff I have spoken to has been polite, helpful and apologetic, but none has been able to explain the delay or give any assurance of when this refund might be paid.
Please can you help as we are now in a position to travel. SB, London SW2
It is absolutely clear you were due a refund, and after we contacted GWR it swung into action, paying the money immediately through Bacs. Rather generously, as a gesture of goodwill for the hassle it caused you, it also offered you two free first-class returns to anywhere in the GWR network – you used them to go to Penzance. By any measure, this is a good outcome.
But note that GWR’s terms and conditions – in line with the rules of the National Rail Conditions of Carriage – clearly state that changes to the date and time of a ticket may be permitted depending on the type of ticket and availability of alternatives, but exchange may not be available for certain ticket types. Refunds will also depend on the type of ticket and conditions applicable to it and may not be available for certain tickets, including advance single tickets bought at rock-bottom prices.
Generally, refunds and amendments will incur a £10 charge to reflect the additional administrative work, though in your case this was waived.
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