Avanti West Coast customers who have been hit with travel chaos days before Christmas could be eligible for a 100 percent refund on their tickets.
Travellers from London Euston station have had their festive plans put in jeopardy after overhead electric wires between all lines from Milton Keynes Central and Watford Junction were blocked.
On social media, Avanti West Coast informed those affected that train services running between these stations may be cancelled or delayed but the train operator stated that customers with tickets dated December 21 can be used for travel December 22 to complete their journeys.
While lines have reopened, Avanti West Coast customers who have experienced delays or cancellations to their travel plans may be eligible for a refund, depending on how they have been affected.
Commuters have been hit with more delays to train journeys at London Euston
GETTY
Avanti West Coast delay repay rules
According to Avanti’s website, travellers are eligible for a partial refund if their journey has been delayed by 15 minutes or more under Delay Repay.
How much someone gets back depends on how the length of delay but some commuters could be entitled to full compensation.
The operator defines the length of a delay based on the time a train arrives at its destination compared to its scheduled arrival time, not when delay when you first set off.
Anyone looking to put forward a Delay Repay claim must do so within 28 days of their affected journey.
How much is a refund with delay repay?
Here is a breakdown of how much Avanti customers could get back from their purchased tickets depending on the length of their delay:
15 to 29 minutes
- Single ticket – 25 percent off cost
- Return ticket – 12.5 percent off cost
- Season ticket – 25 percent off cost
30 to 59 minutes
- Single ticket – 50 percent off cost
- Return ticket – 25 percent off cost
- Season ticket – 50 percent off cost
60 to 119 minutes
- Single ticket -100 percent off cost
- Return ticket – 50 percent off cost
- Season ticket – 100 percent off cost
120 minutes or more
- Single ticket – 100 percent off cost
- Return ticket – 100 percent off cost
- Season ticket – 100 percent off cost.
Those who have signed up for Automatic Delay Repay (ADR) will get emails about compensation if they “Opt In” for updates. The ADR system will make a claim on someone’s behalf if they have been delayed by more than 15 minutes, provided they have opted in.
Avanti West Coast cancelled train rules
If a train has been cancelled, customers can claim a refund from the point of purchase within a 28-day window. This can be done using Avanti’s cancelled train refund form if they purchased the ticket through the operator’s app or website.
Customers can can also request a refund through the ‘My Account’ section of the train company’s website but should be aware that an admin fee will apply if using this method.
Refunds for tickets purchased at stations can be processed through the station they have been bought from or from any staffed National Rail station who can forwad over the claim.
Any cancelled train tickets purchased on apps, such as Trainline, cannot be claimed through Avanti and must be handled by whichever seller the customer bought them from.
How to apply for a refund
Anyone who has not opted into the ADR system can do so via the Avanti West Coast website. Customers with a Delay Repay account can log into the train operator’s portal to make queries and see previous claims.
Those who did not book tickets through Avanti West Coast and instead used another company, such as Trainline, will need to contact the company directly. Commuters who do not have a Delay Repay account can get compensation from a downloadable form but need to make sure to fill out all the information accurately to be successful.
Customers who bought tickets from a station need to return to this station to process their claim. Alternatively, travellers can visit any National Rail station who will forward the claim to the original station where the ticket was purchased.
GB News has contacted Avanti West Coast for comment.
As of this afternoon, National Rail reports that the major disruption between Milton Keynes Central and London Euston is expected to continue until at least 5:30pm.
Among the affected Avanti West Coast routes include Birmingham New Street / Blackpool North / Chester / Crewe / Edinburgh / Glasgow Central / Holyhead / Lancaster / Liverpool Lime Street / Manchester Piccadilly / Wolverhampton and London Euston.
