Retail Update 16 April 2010 - Customers affected by UK Air Service Disruption

Due to the current disruption to UK Air services a number of customers will be seeking to cancel rail tickets to/from airports or alter their rail travel plans. This document outlines the policy in place for these customers.
Refunds – normal refund conditions are in force and hence customers who have chosen to purchase Advance tickets will not be entitled to refunds.
Changes to Travel Plans – normal time restrictions are in force for Off-Peak and Super Off-Peak tickets.
The following special conditions apply to holders of Advance, or walk-up tickets that have expired:·
Customers who are travelling on Advance tickets and arrive at the airport to find their flight cancelled may return home using their return tickets immediately, with no further charge being made to do this·
Customers whose flight is delayed, causing them to miss booked services, may use their Advance tickets, or walk-up tickets that have expired, up until Friday 30th April 2010 in order to complete their journey
In both cases customers will need to provide evidence that they are bona-fide airline customers, showing either:·
Airline ticket or ticket stub·
Flight confirmation e-mail print out

First Class Lounge Manchester Piccadilly

The First Class lounge at Manchester Piccadilly is about to undergo a ‘refresh’ and will be closed for 2 weeks, shutting its doors at the end of the day on Sunday 11 April and reopening first thing in the morning on Tuesday 27 April. (effective closure dates Monday 12 until Monday 26 April inclusive). No alternative accommodation is available.
Can you advise customers who travel through Manchester of this please

Rail Strike cancelled after court injunction

The Proposed Network Rail Strike 6/7/8/9 April 2010 has been called off after a court injunction, the following will now apply

1. Customer wishes to travel and, is able to do so on originally scheduled service and has not previously refunded ticket: Should be no issue, the customer can travel as planned
2. Customer has already requested a refund and does not wish to travel: Honour the refund that they have already requested
3. Customer has applied for a refund and now wishes to travel: Requested refund will still be made in full as promised. Journey will need to be re-booked. Note that for Advance tickets, price may be higher than original booking
4. Customer has not yet requested refund but has now changed plans and is not able to travel: Accept the customer at their word and refund accordingly
5. Refunds that are in process when the strike was called off: Continue to process these refunds
6. Off-Peak tickets restrictions: Will still apply as per normal validity.
7. Travel on a different date as per strike instructions between 3rd and 16th April: If customer has changed travel plans to move to a different date, prior to the cancellation of the strike and travels with their original ticket on a different time as per the original policy, they should be allowed to continue with flexibility right up until 16th April.