Everything the passenger desk can settle

Six kinds of request, each with what it covers, who it is open to and how quickly it is answered. The assistant works from this list rather than guessing.

Code	What it is	What it covers	Plan	Turnaround
`BR-DLY`	Delay repay	Compensation when a journey arrives late: 50% of the single fare at 30 minutes, 100% at 60, and the full return fare beyond two hours.	Every ticket type	Claims answered within 5 working days; paid by the original payment method
`BR-REF`	Refunds and changes	Unused or part-used tickets, and changes to an advance ticket where the conditions allow it. No admin fee on a cancellation the railway caused.	Every ticket type	Processed within 5 working days of the unused ticket being received
`BR-SEA`	Season ticket admin	Starting, pausing, transferring or refunding a season ticket, and replacing a lost smartcard once a year at no charge.	Season and Flexi	Same day for a pause or a replacement; 5 working days for a pro-rata refund
`BR-ASS`	Assisted travel	Booked assistance at any staffed station, ramp deployment, and a guaranteed seat reservation on every service on the route.	Every ticket type	Bookable up to 2 hours before travel; turn-up-and-go always available
`BR-BIK`	Bicycles and bulky items	Reserved bicycle spaces on the Tarn valley line, folding bikes any time, and the peak-hour rules in plain words.	Every ticket type	Reservation confirmed instantly; two spaces per service
`BR-LOS`	Lost property	Anything handed in on a Braidwater train or station, held for 90 days, searchable by route and date.	Every ticket type	Searched within 24 hours; posted back within 3 working days

The assistant reads this same table through its list_services tool, so what it tells you and what this page says cannot drift apart.