Woman at station waiting for missed or cancelled transport due to a coronavirus

Covid-19 disrupted rail journeys to avoid admin fees on Advance tickets

Extra protections have been to put in place for rail passengers to ensure they are not left out of pocket from Covid-19 related local restrictions.  

Passengers who have purchased an Advance ticket, which they can no longer use due to Covid-19 restrictions, will not have to pay the administration cost of rearranging travel for a ticket purchases prior to any announcement.

As new travel restrictions are put in place across the country, passengers are more at risk of having to change travel plans. The government has worked thoroughly with train operators to build consumer confidence and support the industry.

The new momentary measures enable passengers to claim optional rail travel vouchers or credit notes for unused advance tickers that are valid for up to a year, offering more flexibility than the current arrangements.

The government is also allowing independent rail retailers to temporarily waive the usual charge of journey admin fee for Advance tickets.

The decision comes in light of extensive support to the rail industry throughout the pandemic, to protect jobs and keep services running for passengers. Today’s announcement ensures that support continues as people return to the railways.

Transport Secretary Grant Shapps said: “Covid-19 has seen massive disruption to our way of life, and passengers buying Advance tickets should not be penalised for cancelling their travel plans to follow advice that can save lives.

“By temporarily scrapping these admin fees on Advance tickets, and extending the time people have to re-book their journeys, we are ensuring that large numbers of rail passengers will not be left out of pocket.”

Jacqueline Starr, Chief Operating Officer at the Rail Delivery Group, said: “When people take the train, we want them to travel with confidence. As well as extra cleaning and more trains, that means people knowing that if things change and they can no longer use their Advance ticket due to COVID restrictions, they won’t be unfairly penalised, so this announcement is good news for our passengers.”

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