Strike action: how to get a fee-free refund

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Adam Williams

25 May 20222 min read

The RMT announced on the 24th May that members working at a number of Train Operating Companies and Network Rail have voted for strike action. This is likely to cause disruption for customers if strikes go ahead.

Strike dates have not yet been announced, but if you have bookings this summer you may wish to know the process for getting a refund just in case your journeys are impacted. If you were to be affected by service cancellations and decided not to travel you could claim an automatic fee-free refund from us on the TrainSplit refunds website. If you begin travelling but have to return back to your origin station and abandon your journey, you are also entitled to a fee-free refund from us, but these cases may require manual review. If you reach your destination, but end up delayed due to strike action, you should instead apply for delay repay.

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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