So, you’ve decided to claim a refund for your train ticket as the Government have told us all to stay home except in certain limited circumstances. How do you go about doing it?
Please read below for our step by step guide. This is based on my experience of getting a refund on a season ticket held on the Key. The method for paper tickets will be similar but will involve posting a form.
Step 1 – Read the refund information website
Step 2 – Use the calculator to get an estimate. Backdate to the later of 17th March or the date you last used your ticket. A picture of my claim is below:
Step 3 – If you’re happy with the amount quoted, log on to your Southeastern online account, click Welcome Back <name> (top right-hand corner) and then select ‘Manage my Tickets/Refunds’.
Step 4 – Select the Refund option. Complete the form and see what the estimated refund amount is. Compare this to your calculation from step 2. Mine was substantially different because it did not automatically backdate my claim. If this applies to you (and it probably will). Select that you disagree with the calculation and this should take you to a different form.
Step 5 – Complete the form and submit. You will need to agree to taking your Gold Card back to a Southeastern station but I think given the circumstances, this can be delayed until normal travel has resumed. It goes without saying that you must not use your Gold Card after requesting a refund.
Step 6 – Wait for the emails. I got an email back within 24 hours and then the money back in one week, but these are unusual times so it may take longer. Refunds are quicker if your season ticket is on The Key – paper ticket refunds are likely to take longer.
Step 7 – Try not to blow the refund on Amazon purchases (other retailers are available) as you will (presumably) need to purchase another ticket at some stage. Depending on your situation the refund may well help you through a difficult period so use it wisely.
Stay safe and look after one another.