Strike action: how to get a fee-free refund

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Adam Williams

20 Jul 20222 min read

The RMT, Aslef and TSSA unions have announced a series of dates of industrial action this summer. A number of ticket restriction easements are in place which you can read about on our dedicated rail strikes information page. But, if you don't want to travel, read on to find out how to get a fully automated fee-free refund from the TrainSplit refunds website.

Note: If you reach your destination, but end up delayed due to strike action, you should instead apply for delay repay. The refunds system is only for cases where you decide ahead of time not to travel, or begin travelling and are unable to complete your journey via the railway.

If you are able to, then using our online refunds system will mean you get your refund much more quickly and allow our support team to focus on more complex cases.

Step 1: Provide your journey details

To get started, visit the TrainSplit refunds site and enter your booking reference and email address:

Step 2: Indicate that your travel plans were disrupted

If you experienced a service cancellation or your trains were removed from the timetable, you were affected by disruption. Select the radio button:

 

Step 3: Select the option that describes how your travel plans were impacted

We expect that - for most customers - if strike action goes ahead, it will have been announced ahead of time by the RMT and the various Train Operating Companies and so it may be that you choose not to attempt travelling at all. If other circumstances apply, select the relevant option.

 

Depending on your answer, you may be directed to other more appropriate avenues to claim compensation.

Step 4: Accept your fee-free refund

If we are able to automatically confirm your service was disrupted we will offer you an instant fee-free refund. Carefully review the amount to ensure it is correct, and then click the green Accept refund button. That’s it. The money will be refunded to your payment card and credit your bank account within a few working days.

More complex cases

If we cannot confirm from our data sources that your service was cancelled, or industry systems think you may have travelled, the refunds website may ask you to contact our customer support team. We will endeavour to review these requests as soon as possible but ask for your patience due to the increased volumes of queries we are working through.

If you need to, you can always talk to a real person by emailing customer.support@trainsplit.com or using the help feature built into the Android and iOS TrainSplit apps.

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