We're making a few changes to our refund fees

Pam

26 Mar 2024·4 min read

At Trainsplit, we're always looking out for our customers, which is why we're excited to share some positive changes to our refund process. That's why we're announcing some changes to our administrative fees for refunds, aimed at simplifying the process and ensuring that you get the most value from your bookings.

What's Changed?

Previously, our administrative fee for refunds was a flat £10 regardless of the ticket value. However, we've recognised the need to make our fee structure more customer-friendly. With our updated policy, customers now benefit from a more flexible approach to administrative fees.

1. Maximum Cap at £5 per Booking

We've introduced a maximum administrative fee of £5 per booking reference. This ensures that you'll never pay more than £5 for administrative charges when requesting a refund, regardless of the ticket value.

2. Flexible Fees Based on Ticket Value

For tickets valued between £2.50 and £10, we'll only charge you half of the ticket value as the administrative fee. This way, you get a fairer refund that reflects the cost of your ticket.

3. Introduction of Minimum Administrative Fee

To keep things fair and simple, we've also introduced a minimum administrative fee of £1.25. This ensures that even if your ticket is on the lower end of the price scale, we can cover our costs while still giving you a refund.

Here's a breakdown of the administrative fees based on ticket value:

• Over £10: £5 administrative fee
• £2.50 - £10: Half of the ticket value
• £1.30 - £2.45: £1.25 administrative fee
• £1.25 or under: Non-refundable

Ticket Terms Still Apply

It's important to note that ticket terms still apply, particularly for Advance fares. These fares require a replacement booking in order to refund them. For more information, please refer to our Terms and Conditions, which can be found here.

We're Here to Help

If you have any questions or concerns about these changes, our friendly customer support team is here for you. Simply get in touch via email, and we'll make sure you get the answers you need.

These changes are designed to provide clarity and fairness to our customers, while also ensuring that our administrative fees remain competitive within the industry. We understand that flexibility and affordability are important to you, and we're committed to delivering on both fronts.

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