GTR offers refunds for passengers caught out by Monarch entering administration

Posted on in News


UK: Govia Thameslink Railway (GTR) has said its train companies Southern, Thameslink, Gatwick Express and Great Northern will not only honour the rail tickets of Monarch passengers returning to the UK early or late, but it will also refund or rearrange tickets it has sold through its stations or websites.
Passengers can travel on a different date if they have advanced pre-dated rail tickets returning from Luton and Gatwick airports. Even if their journey takes them onto the network of another operator, they can still get a new ticket if it was bought at one of GTR’s ticket offices or from one of its websites (this will not be possible if it was bought from a third party, such as Trainline).
Refunds are also available for pre-booked tickets to and from Gatwick and Luton bought from Southern, Thameslink, Gatwick Express and Great Northern, who will waive the usual £10 administration fee.
For outward-bound passengers or those who decide not to travel, we will also honour, or refund the cost of any rail tickets to Gatwick or Luton airports that were purchased from us.
Passengers will need to show proof of their flight booking with Monarch, such as a booking confirmation, receipt or boarding pass (printed or on a phone app) along with confirmation of the new flight, if this is a new outbound journey.
People who bought their tickets from another retailer (such as Trainline) will need to buy a new ticket and apply for a refund from the original retailer. GTR cannot confirm the refund policy of third parties.
GTR Chief Operating Officer Nick Brown said: “People stranded or otherwise affected by the Monarch problems have enough to worry about and this is something we can do to ease the last leg of their journey.”